Supervisory Medical Support Assistant- Clinical Resource Hub

About the role

Direct line supervisor for GS-6 Advanced Medical Support Assistant staff within Clinical Resource Hub scheduling operations. Holds full administrative responsibility for planning, coordinating, analyzing, and directing CRH activities.

Provides technical and management guidance to optimize support service resource use, applying specialized knowledge while working independently and exercising sound judgment per applicable manuals, procedures, and policies.

What you will do

• Duties and responsibilities include, but are not limited to: Staff Supervision and Performance Management Carries out a full range of administrative and supervisory duties, including assignment of work, performance evaluations, selection of staff, and recommendations for awards and advancements Develops and formalizes performance evaluations for staff under direct supervision Evaluates employee performance and takes disciplinary action when necessary Makes decisions on employee selections Certifies timecards and attendance records and approves or disapproves all leave requests Prepares holiday and vacation schedules for supervised sections, ensuring adequate coverage is always provided Provides advice, counsel, and instruction to employees on both work and administrative matters Provides back-up coverage to subordinate staff Recruitment and Hiring Works with the servicing Human Resources Management Office throughout all steps of the recruiting and hiring process to expeditiously fill vacant positions and select qualified employees, including obtaining at least two references for the selectee Meets all established timeframes and deadlines regarding the hiring process Workforce Planning and Development Identifies educational and training needs for staff Analyzes current and future workforce requirements to determine competencies and skills needed Provides briefings, orientations, staff development, and training Oversees training for new Medical Support Assistants (MSAs) and Advanced Medical Support Assistants (AMSAs) in both VistA and the Telehealth Management Platform (TMP) Works in conjunction with a program analyst to ensure adequate TMP training is completed prior to site assignments Conducts regularly scheduled meetings with MSAs and other telehealth staff to keep them informed of changes to scheduling processes and procedures Operations Management and Workflow Oversight Resolves complex issues, including ensuring patient service needs are met Evaluates new products, equipment, and systems to make recommendations for improved operations Provides technical and management guidance necessary to achieve optimum use of support service resources Organizes work, sets priorities, and delegates tasks and responsibilities to meet deadlines Manages staffing requirements and coordinates work to complete duties in an accurate and timely manner Follows up on pending issues while demonstrating an understanding of the impact of incomplete work Monitors the Consult Tracking Report for assigned areas Periodically reviews functional statements and work performance for compliance with basic instructions and established procedures Policy, Compliance, and Regulatory Knowledge Maintains in-depth knowledge of governing laws, regulations, policies, and procedures to provide services within accepted guidelines Plans, revises, updates, and writes policies and memorandums affecting CRH scheduling operations Independently researches, assembles, and compiles information and data to evaluate results against appropriate standards and recommend corrective action where indicated, given the number of patient sites and functions the CRH supports Maintains familiarity with the Privacy Act (PA), Freedom of Information Act (FOIA), and Health Insurance Portability and Accountability Act (HIPAA) to properly protect medical information accessed via computer terminals, computer printouts, medical charts, and other clinical documents Ensures compliance with established policies and regulations while communicating effectively with individuals to achieve desired outcomes Advisory and Consultative Services Provides advisory services to all levels of management regarding the requirements and implications of services provided, following hospital policy and regulatory protocols Advises Telehealth managers on how provided services can support their mission and programs Professionalism and Interpersonal Conduct Demonstrates courtesy, respect, and a positive attitude toward patients, co-workers, subordinate staff, and the public Work Schedule: Monday - Friday 8:00AM-4:30PM (PST) Telework: PLEASE NOTE: THIS POSITION IS CURRENTLY EXEMPTED FROM RETURN TO OFFICE REQUIREMENTS.
• REMOTE EXEMPTED POSITIONS ARE REVIEWED REGULARLY AND DO NOT CONFER PERMANENT REMOTE WORK STATUS; the selected individual may need to return to a VA office if required.
• Any selected candidate must live within 50 miles of a VA Medical Center.
• Virtual: This is not a virtual position.
• Relocation/Recruitment Incentives: Not Authorized.
• Permanent Change of Station (PCS): Not Authorized.

Requirements

• 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 (***).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical evaluation.
• 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.

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: ***

How you will be evaluated

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.

WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Documents you must provide

• Long-form resume/Curriculum vitae (CV) High School Completion Document or Higher Official Transcripts SF-50/ Notification of Personnel Action The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
• Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc. Cover Letter DD-214/ Statement of Service Disability Letter (VA) Long-form resume/Curriculum vitae (CV) High School Completion Document or Higher Official Transcripts SF-15 SF-50/ Notification of Personnel Action Transcript

What to expect next

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.

After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center. NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service.

HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.

HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.

HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

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.