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Summary This position is located at the Kerrville, TX VA Medical Center, is a tertiary care medical center who also provides medical specialty support to the VAMC's in Kerrville and Randolph AFB, Texas for South Texas Veterans Health Care System (STVHCS). The Supervisory Medical Support Assistant leads and supervises MSAs/AMSAs. Manages hiring, training, performance, scheduling, and workflow. This position is subject to rotate/float to different locations, based on the needs of the agency. Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Assignments at this level include, but are not limited to assigning and evaluating the work of subordinate staff; resolving complex issues to ensure patient services are met; identifying educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one subordinate team leader and up to numerous staff levels AMSAs and/or MSAs. Develops or updates procedures, policies, or standards. Develops an ongoing customer service program with emphasis on the first impression, interacts with waiting patients, developing trust and setting the tone for the patient experience. Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules. Makes recommendations to management concerning such issues as staffing decisions or procedural changes. Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Extracts and analyzes data in order to provide reports in support of performance measures to all levels of management. Creates and runs reports on an ongoing basis to identify areas of opportunity. Makes personnel assignments, adjusting schedules to cover frequent absence of personnel on short notice and for ensuring that adequate coverage of assigned wards is maintained at all times. The effectiveness with which assignments are accomplished has a significant impact on the overall missions of the Medical Center. Conducts regular meetings with subordinates for discussion of work problems, adoption of new work methods and inservice training. The supervisor reviews patient movement reports for results achieved, technical soundness, and conformance with applicable regulations, policies, and requirements of the Health care system Work Schedule: Monday-Friday, 7:30am - 4:00pm -or- 8:00am - 4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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: Ad-hoc only, and at the discretion of agency policies. Virtual: This is not a virtual position. Functional Statement #: 54662-F 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 Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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 (TRANSCRIPT REQUIRED); OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. (TRANSCRIPT REQUIRED) Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. Certification. None required. 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 Determination: Supervisory Medical Support Assistant, GS-8 Experience. One 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. Examples of the GS-7 experience include: Responsibility for the coordination of MSA assignments and workflow found in an interdisciplinary unit; Responsibility 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; Assisting 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; 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 MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts; Planning and directing programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility; Assigning and evaluating the work of subordinate MSA staff; Resolving complex problems to ensure patient services are met; Evaluating new products, equipment, and systems to make recommendations for improved clinic operations; Identifying educational or training needs; Making final decisions on hiring selections; Evaluating performance, and taking disciplinary action when necessary; Having full administrative and professional responsibility for planning and directing the MSAs activities. AND must meet all of the Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs in their resume 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-08. Physical Requirements: This position requires long periods of sitting; this position is subject to rotate or floats to different locations, units and/or work stations based on the needs of the health care system. 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/. NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application 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.