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Summary This position is located in the Physical Medicine and Rehabilitation Service (PMRS) Pain Management Team at the Hampton VA Medical Center. The clinical duties and responsibilities and administrative duties are carried out within the Hampton VA Medical Center and associated CBOCs and future clinics in the Southside area. Incumbent may be required to travel between the various facilities and will provide services in the acute, subacute and inpatient settings. Responsibilities Duties include but are not limited to: Oversight of Work, Operations and Teambuilding: Incumbent is responsible to the Supervisor for assuring that the work of their assigned teams is carried out by performing a range of coordinating and supportive duties and responsibilities. The incumbent is expected to organize work, delegate tasks and set priorities in order to meet deadlines. Training Program requirements: The incumbent is responsible to train new and assigned Medical Support Assistant (MSA) employees and keeps all MSAs current regarding outpatient administration procedures and duties. Quality Assurance, Clinic and Report Management: The incumbent assists in orientating and tracking the progress of new employees or rejects work not meeting established standards, refers to the Physical Medicine and Rehabilitation Administrative Officer (or delegate) questions or matters not covered by standards and problems in meeting performance standards. May track quality of products using established quality assurance standards and reporting tools. Incumbent is expected to have advanced knowledge of VISTA and VSSC report options such as; clinic wait times, missed opportunities, encounter action required, consult tracking, recall reminder, clinic utilization, and clinic availability/set up. Incumbent is expected to be knowledgeable in current performance measures and Joint Commission requirements affecting ambulatory care areas. Productivity and Resource Management: Incumbent informs the Physical Medicine and Rehabilitation Administrative Officer (or delegate) of staff and/or workload problems, brings forth ideas made by others or the incumbent for improvement within the Section/Service. Serves as a team leader for Medical and Program Support Assistants setting the pace for high productivity and quality work. Gathers information as requested by Physical Medicine and Rehabilitation Administrative Officer or Service Chief. Subject Matter Expert and Technician: Frequent rotation of the clinical staff creates the necessity to constantly act as a source of information regarding VA directives, Medical Center policies and procedures. The incumbent assists in orientating new physicians to the clinics and VA policies. The incumbent works to coordinate administrative patient care with physical patient care. The incumbent is expected to have a thorough knowledge of VA regulations, public laws, Medical Center policies and HAS Ambulatory Care Administrative procedures as they are related to the various organizational elements in PM&RS/IPRS and be aware of published changes. Communication and Coordination: The incumbent is responsible for understanding and coordinating clinic activities between the MSAs and Program Support Assistants of various other services such as Medicine, Pharmacy, Mental Health, Surgical, Imaging, Dental, Women's Health Clinic, Physical Rehabilitation and the Primary Care Clinics. In performing the work incumbent applies judgment to identify existing problems and, if necessary, reports them to the Supervisor of Administration. Work Schedule: 7:30am- 4:00pm (Monday-Friday) Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: 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 trial 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: 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: 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. Certification. None required. Lead Medical Support Assistant, GS- 7 Experience. One year of experience equivalent to the [GS-6] grade level. Assignment. The Lead MSA [is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is 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.] 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, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. The full performance level of this vacancy is GS-7. The actual grade at which an applicant may be selected for this vacancy is GS-7. Physical Requirements: This position requires work on station at the facility and associated CBOCs, HCC. The work requires some physical exertion, such as extended periods of walking while making clinical rounds or making contacts with other services of the Medical Center. There are also some requirements for standing, twisting, bending, sitting, and carrying of supplies, forms, and charts. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: i. [Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.] iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. v. Ability to provide staff development and training. vi. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. 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.