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Summary The Supervisory Medical Support Assistant serves as the supervisor for the outpatient clinic within Scheduling Operations Service at the Phoenix VA Health Care System. This position is located at: Carl T Hayden Veterans Administration Medical Center, 650 East Indian School Road, Phoenix, AZ 85012. Responsibilities Major duties include, but are not limited to : Responsible for coordinating the section's administrative support activities such as records management, scheduling accuracy, and data analysis. Providing technical and administrative supervision to a unit of Lead MSAs and Advanced MSAs. Oversees the daily operation of the unit, ensuring that agency policies and priorities are being followed. Making work assignments, set or negotiate deadlines, and designates completion dates. Hearing and resolving minor complaints from employees, referring group grievances and more serious unresolved complaints to the higher-level manager. effects minor disciplinary measures such as warnings and reprimands and recommends action in more serious cases. Responsible for setting team goals and technically directing the work of subordinates and ensuring that agencies policies and procedures are followed. Interviewing candidates for positions in the unit; recommends appointments, promotions, and reassignments to unit positions; identifies and provides resources for training needs; and finds ways to improve production or increase the quality and efficiency of work within the area of authority Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Being a communication facilitator, arranging meetings and in-services as necessary to ensure that information and knowledge are communicated to staff. Coordinates the leave of MSAs, approves time and leave as appropriate, and arranges cross training to provide adequate coverage. Promotes veteran registration for and utilization of MyHealtheVet (MHV). Trains staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Work Schedule: Monday - Friday, 8:30 A.M. - 5:00 P.M. or Monday - Friday, 9:00 A.M. - 5:30 P.M. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized 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. 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. 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). Qualifications Basic Requirements: Citizenship. Citizen of the United States. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education: Six months experience. 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. Grade Determination: In addition to the Basic Requirements, to be qualified for a GS-8: One year of experience equivalent to the next lower grade level (GS-7) grade level. Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate the KSAs 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 empowering the team to collaborate and resolve problems within a complex systems environment. Assignment. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignments at this level include, but are not limited to: evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. References: VA Handbook 5005/117, Part II, Appendix G-45. Physical Requirements: The work is principally sedentary. There is some walking, bending, standing, and carrying of light items, such as papers, and files, which are customary physical demands of the position. There is light physical activity including pushing, pulling, reaching, stooping, and climbing stairs. 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 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. 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.