This job has expired


Landover, Maryland
Closing date
Sep 26, 2023

The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. Integrated Community Care Teams, Call Center).
  • Incumbent is responsible for the daily oversight of Community Care, providing direct supervision, guidance and leadership to the staff.
  • Incumbent is responsible for defining overall objectives, priorities, and deadlines, assisting with unusual situations that do not have clear precedents, resolving complex problems to ensure Veterans' services are met, mentoring and oversight regarding the setting of priorities for assigned staff, management of the staff schedules, knowledge of computerized data entry and information processing systems, ensures the database integrity by monitoring for accuracy and completeness, extracting and analyzing data to provide reports in support of performance measures to senior management, quality assurance, oversees staff training and orientation, knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, gives guidance and initiates action as appropriate, and customer service.
  • Incumbent is responsible for ensuring Lead AMSAs and AMSAs work well within integrated Community Care teams to achieve Office of Community Care, VISN, and local goals with respect to the authorization and scheduling of Active Consults and the completion of Scheduled Consults.
  • Incumbent is responsible for ensuring the timely and accurate indexing and scanning of Community Care records and completion of consults.
  • Incumbent will supervise and manage electronic fax system to ensure that files are indexed on a timely basis and no backlog is created.
  • Incumbent is responsible for supervising and managing the Community Care customer service telephone line to ensure that calls are answered by staff in a timely basis with attention to excellent customer service skills.
  • Incumbent is also responsible for addressing Veteran and community provider complex questions and concerns, whether in person, by telephone, by secure message, email, regular correspondence, or fax, including the completion of PATS-Rs, EVs, and Congressional Inquiries.
  • Evaluates new products, equipment and systems to make recommendations for improved operations, identifying educational or training needs, evaluating performance, and taking disciplinary action when necessary.
  • The incumbent has full administrative and professional responsibility for planning and directing the activities of Lead AMSAs and AMSAs for Community Care, including making sure that staff meet the performance requirements to be eligible for telework and managing the telework program in a transparent, fair way.
  • The incumbent will participate in and present as needed in meetings of various constituencies, including team meetings, Community Care staff meetings, multi-disciplinary meetings, VISN meetings, meetings with third-party administrator, DOD, and community providers.
  • Incumbent is responsible for the oversite of all staff assigned to them, review of staff work product and performance, and ensures that all staff are adhering to VHA directives, laws, and regulations that apply.
  • The incumbent is responsible for extracting and analyzing data to provide reports in support of performance measures to senior management.
  • The incumbent is also responsible for making sure that AMSAs and Lead AMSAs get data-driven performance feedback on a timely basis.
  • The incumbent is responsible for ensuring that all assigned staff receive standards, one mid-year review and an end of year review.

Work Schedule: Monday - Friday 7:30am-4:00pm
Telework: Hybrid telework 3 days a week after 90 days
Functional Statement #: 000000
Financial Disclosure Report: Not required


Conditions of Employment

RESUME REQUIREMENTS - Your resume must include the following information:
Job Title (for each position)
Description of duties (be as detailed as possible)
Month and year start/end dates (e.g. June 2018 to April 2020) of employment

Full-time or part-time status (include average hours worked per week)
  • You must be a U.S. Citizen to apply for this job.
  • Selective Service Registration is required for males born after 12/31/1959.
  • Must be proficient in written and spoken English.
  • You may be required to serve a probationary period.
  • Subject to background/security investigation.
  • Selected applicants will be required to complete an online onboarding process.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
  • Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.


Applicants pending the completion of educational, or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:
    United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education:
1) Experience. Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR,
2) Education. One year above high school;
3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
    Certification. None required. Physical Requirements. Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below. English Language Proficiency. Must be proficient in spoken and written English
May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Grade Determinations: GS-8: Supervisory Medical Support Assistant

A) Experience.
One year of experience equivalent to the GS-7 grade level.
*Examples of assignments and knowledge, skills and abilities at the GS-07 grade level include but are not limited to:

Assignment: Lead MSA - responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Required GS-8 KSA'S:
i. Ability to provide the full range of administrative and supervisory duties [to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.
ii. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations.
iii. Ability to provide briefings, orientations, staff development, and training [in a patient support setting.
iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
v. Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

References: VA Handbook 5005/117, Part II, Appendix G45, Dated 8/1/2019.

The full performance level of this vacancy is GS-8.The actual grade at which an applicant may be selected for this vacancy is a GS-8.

Physical Requirements: The work is mainly sedentary. Typically, the employee sits comfortably to do the work. However, there may be some bending, walking, standing, and carrying of light items such as patients' files, mail, and records. No special physical demands are required to perform the work..


IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: . If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: .

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

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