Supervisory Medical Support Assistant

About the role

Loma Linda VA Health Care System (LLVAHCS) is recruiting a Supervisory Medical Support Assistant for the Palm Desert VA Clinic under the fast paced, growing service: Health Administration Service.

The LLVAHCS strives to provide the highest quality primary, secondary and tertiary health care to its beneficiaries through a compassionate, innovative health care system, excellent training and education of health care professionals, and effective use of available resources.

What you will do

• The Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility for supervising at least one subordinate MSA team leader or supervisor.
• Duties include but are not limited to: Assigning and evaluating the work of subordinate staff, new products, equipment, and systems.
• Setting team goals and planning, assigning, reviewing, and accepting/rejecting work done by subordinates.
• Evaluating work performance and completing performance appraisals and disciplinary actions.
• Attending staff meetings, including provider meetings, and meeting daily/weekly with the nurse team leader.
• Ensuring all annual training requirements are completed by all staff under supervision.
• Ensuring staff update demographics, collect insurance information at every appointment, and required means test are completed when needed.
• Responsible for data collection and validation.
• Ensuring encounter errors/appointment wait time errors are corrected timely and that consults are addressed by staff in a timely manner.
• Responsible for setting goals and assignments Responsible for developing detailed procedures and guidelines to supplement established administrative regulations or program guidance, which are similar to the programs administered.
• Complete mandatory trainings and assessments.
• Assures that the Vista Scheduling Package is used to schedule for various clinics.
• Supervisory Controls: Employee plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor.
• The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record.
• Is responsible for maintaining the confidentiality of information obtained to carry out required duties.
• Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.
• Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required.
• Performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies and instructions.
• CUSTOMER SERVICE REQUIREMENTS Must have at least one year of customer service experience in a position that required daily direct customer interactions.
• Meets the needs of the Veteran customers while supporting VA missions.
• Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner.
• Provides the Veteran with consistent information according to established policies and procedures.
• Handles conflict and problems in dealing with the customer constructively and appropriately: Treats veterans with dignity, courtesy and respect in keeping with the principles and practices of veteran-centered care.
• Communicates with all internal and external customers in a courteous, positive, open, honest, treats all with dignity and respect Resolves all issues and carries them through to completion in a timely manner as appropriate to the situation.
• Exercises good judgment, tact and skill in communication and interpersonal relations.
• Supervisory MSAs at this level 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 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, higher-level duties must consist of significant scope, administrative independence, complexity difficulty be performed by the incumbent at least 25% of the time.
• Work Schedule: Monday-Friday, 0800-1630 Telework: Not Available Virtual: This is not a virtual position.
• Functional Statement #: 000000 Relocation/Recruitment Incentives: 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.
• 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

IMPORTANT: EDUCATION NOT GENERALLY APPLICABLE MUST HAVE THE EXPERIENCE Documentation Requirements for Proof of High School Completion or higher. If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official college transcript with your application.

If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR, GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official).

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.

You will be assessed on the following Competencies for this position: 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.

Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying and MUST BE DEMONSTRATED ON YOUR RESUME. VA is unable to make assumptions about qualifications if not clearly listed.

Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement.

Documents you must provide

• Long-form resume/Curriculum vitae (CV) 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 Long-form resume/Curriculum vitae (CV) SF-50/ Notification of Personnel Action Transcript Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire.
• You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.).
• If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation.
• Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
• Documentation is required to award preference.
• For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
• Veterans' preference does not apply for internal or other current permanent Federal agency employees.

Benefits

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.

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.

RESUME REMINDER INSTRUCTIONS: Your resume must include the following information for each job listed: Job title Duties Month & year start/end dates (e.g. June 2007 to April 2008) Full-time or part-time status (include hours worked per week) Grade and Series (e.g. GS-679-5) or Grade Equivalent/Salary