Summary This position provides supervision of the medical administrative support to the Mental Health Integrated Clinical Community (MH ICC) outpatient programs as well as analytical and evaluative support to the Mental Health ICC scheduling and administrative coordination. The positions reports to the MH ICC Administrative Officer and is required to independently manage a wide range of administrative activities for MH ICC and, supervise Lead MSA's, Advanced MSA's, and MSA's. Responsibilities The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all MH Outpatient Programs Medical Support Assistants and is responsible for the daily oversight of the area in which they are assigned, providing direct supervision, guidance, and leadership. This team may include various MSA levels ranging from GS-3 through GS-7 levels. The Supervisory Medical Support Assistant is a foundational resource in providing technical counsel to meet procedural, and administrative requirements relating to the care and treatment of patients, thus achieving maximum utilization of this medical center's resources and within the MH ICC. The Supervisory MSA plans and completes advance level tasks based on observance of protocols and accepted clinical practices while exercising full supervisory responsibility over subordinate staff that includes at least one subordinate team leader. The Supervisory MSA handles directly or delegates responsibilities for resolutions of problems or unusual situations and makes decisions on appropriate action to be taken. Call Center, Authorization, Scheduling Incumbent is responsible for call center monitoring. Assignments includes but not limited to call center metrics, manages appointment scheduling for all MH Outpatient appointments in collaboration with Veteran and scheduling/checking in/checking out; utilizes secure messaging, telehealth/connected care modalities, scheduling challenges; consult toolbox, and applicable reports. Incumbent is responsible to manage the administrative aspects of the MH care. The incumbent must ensure that work units/teams under his/her immediate supervision are effectively working in close collaboration with the team-based model to accomplish a positive Veteran experience. Referral Management and Care Coordination The Supervisory MSA must be able to communicate effectively with both professional and nonprofessional employees in a variety of occupations and at various levels of responsibility. The Supervisory MSA performs a variety of supervisory administrative functions associated with patient care and treatment in MH ICC clinics performing a variety of medical services. The Supervisory MSA must acquire knowledge of internal organization procedures, knowledge of various facility services, knowledge of commonly used medical terminology and abbreviations, and VA acronyms and their meanings. The Supervisory MSA demonstrates advanced knowledge of managing a clinic and authoritatively utilizes various reference sources. The supervisory MSA makes decisions and empowers others to collaborate in order to resolve problems within a complex system environment. The Supervisory MSA applies authoritative knowledge of policies and procedures associated with operational activities that affect patient flow, patient care and the revenue process. The Supervisory MSA must be able to work independently. The Supervisory MSA works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordination of work. The Supervisor MSA is under the direct supervision of the MH ICC Administrative Officer. The Supervisory MSA makes assignments by defining objectives, establishing priorities, and determining deadlines. The supervisor assists with unusual situations which do not have clear precedents. The Supervisor MSA plans and carries out successive steps of work assignments and independently handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences. The Supervisor MSA must coordinate efforts to ensure all aspects of duties are accomplished efficiently, timely, and correctly. The Supervisor MSA plans and carries out the day-to-day operation of the office independently utilizing initiative to resolve problems. The Supervisor(s)' MSA supervisor sets priorities but allows the incumbent to organize recurring activities. Completed assignments are evaluated for technical soundness, usefulness, and conformance with VA requirements. Supervision in generally limited to review of overall results on daily scheduling reports and standards of performance as well as feedback for the MH Outpatient MSA team to ensure mission is carried out. The Supervisor MSA is responsible for Hiring / training new staff and initiating disciplinary procedures when applicable. Work Schedule: Monday-Friday 7:30am-4pm Telework: Ad-Hoc Virtual: This is not a virtual position. 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. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications Basic Requirements: a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. 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. c. Certification. None required. d. Grandfathering Provision. 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). e. 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 credits and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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. Supervisory Medical Support Assistant,- GS-8 Grade Determinations: 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. AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of 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. Reference: For more information on this qualification standard, please visit Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. The full performance level of this vacancy is GS-8. 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: 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: 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. The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. 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.