Summary The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. The Northern Arizona VA Health Care System seeks an energetic candidate for the Supervisory Medical Support Assistant vacancy within the Community Care Service. The Supervisory MSA directly supervises Lead, Advanced, and Medical Support Assistants. This role requires skill in appointment scheduling, consult management, and supporting patient care and treatment. Responsibilities Major duties include, but are not limited to: Exercises supervisory authorities and responsibilities involving work assignment and review, as well as the administrative and personnel management functions relative to the staff supervised in conjunction. Provides guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on- the-job training for new and current employees; ensuring all training requirements are met. Independently carriers out and may have to assist with unusual situations which do not have clear precedents. Orients and provides on- the-job training for new and current employees. Ensures all training requirements are met. Conducts ongoing reviews to ensure quality of work; ensures accurate and timely scheduling of appointments. Is responsible for extracting and analyzing data to provide reports in support of performance measures to senior management. Coordinates schedules and assignments with CMC clinical staff, works with CMC leadership and adjusts as needed. Serves on Prescott VA committees as needed and prepares various reports in area of expertise. Plans and carries out successive steps of work assignments and handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and providers' preferences. Makes all appointments will be made with the patient's input, either in person or by phone. In many cases, this may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic. Ensures MSAs are schedule appointments correctly according to VA regulations and policies as well as Standard Operating Procedures. Screens and receives phone calls in a courteous and timely manner, determines the nature of the request and provides the information desired using privacy rules and established clinic processes. Monitors a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic. Ensures daily reviews of pending/active/scheduled consult lists for accuracy and timely disposition. Independently manages position responsibilities with little supervision, as well as, sets priorities and deadlines adjusts the flow and sequencing of the work to meet team and patient needs. Ensures that if the MSA Float and/or Lead is not available, the MSA Supervisor will be the next person in line to provide coverage in Community Care. Maintains important interfaces and collaborations also occur with all clinical and administrative staff in Primary Care, Specialty Clinics, Third Party Administrator, community providers, as well as, with staff outside the service line and at the VISN Office. Work Schedule: Full-Time, Monday through Friday, 8:00 AM to 4:30 PM (Tour may be subject to change based on needs of the facility) Pay: Competitive salary and regular salary increases. Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Authorized Virtual: Not Authorized Functional Statement #: 00000 Permanent Change of Station (PCS): Not Authorized. Requirements Conditions of Employment 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. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications 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. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy. 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, Education: One year above high school; OR, Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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: In addition to the basic requirements above, all applicants must also meet the following grade requirement for a Supervisory Medical Support Assistant, GS-0679-8. Experience. Must have one (1) year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting, and must also be able to demonstrate the KSAs listed below: 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. 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. Ability to provide briefings, orientations, staff development, and training [in a patient support setting. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and 13 empowering the team to collaborate and resolve problems within a complex systems environment. Preferred Experience: one (1) year of prior or current supervisory experience. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability. Education 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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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. 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.