SummaryThe incumbent serves as a Supervisory Advanced Medical Support Assistant in the San Francisco VA Health Care System (SFVAHCS). Time will be dedicated to the Clearlake CBOC. The Supervisory Advanced Medical Support Assistant is responsible for managing and supervising all the appointment management services of the clinics and supervises all Lead and Advanced Medical Support Assistants (MSAs).
This job is open to- Internal to an agencyCurrent federal employees of this agency.
Clarification from the agencyThis vacancy is open to all Current/Permanent Federal (VHA) Veterans Health Administration Employees.
VideosDutiesThe Supervisory MSA plans and directs programs in the clinic, supporting primary care, and/or specialty care. The incumbent is responsible for implementing and enforcing clinic changes. Advises supervisor strategies to manage clinic access and ensure compliant appointment management practices per VA scheduling directive guidelines. Manages CPRS view alerts from providers for action involving patient care follow-up. Ensures subordinate Lead and Advanced MSAs appropriately manage new consults for specialty and/or primary care clinics in CPRS to ensure consults arescheduled timely and within VA guidelines. Ensures patient aligned care teams (PACTs) have the appropriate equipment, supplies and space to safely accomplish work.Monitors and analyzes Automated Call Distribution (ACD) data to ensure timely phone access for patients and provides feedback and training to staff; identifies developmental and training needs for all staff operating on the ACD system.Disseminates new VA Directives and procedures that impact/relate to front desk and clinic operations and provides training to staff. Anticipates problems and develops systems and processes to ensure the goals and mission of the VA are able to be met.Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decision on selections; evaluating performance, and taking disciplinary action when necessary. Analyzing staffing and workload patterns to ensure appropriate coverage of workload needs. Planning work to be accomplished by subordinates, setting and adjusting priorities. Determining appropriate tours of duty. Incumbent has full administrative and professional responsibility for planning and directing the Lead and Advanced MSAs activities. The incumbent will also serve as theADPAC for Clearlake CBOC.Clinic ManagementThe incumbent is the administrative resource for primary care and/or specialty care . The Programs have clinics which SFVAHCS function in various physical locations and have a core of staff clinicians. The incumbent is the administrative focal point for the programs as regards to their operations management, including personnel staffing issues, workload adjustments, supplies, space arrangements, data collection such as provider patient panels, clinic workload and analysis. The incumbent is the primary point of contact for daily clinic operation management and for all reporting and other management information needed regarding the Clinical Programs. Incumbent assures that the Clinical Program has the appropriate equipment, supplies, equipment repairs, space, etc., manages requests for services and resources needed by the Clinical Programs. Routinely prepares correspondence that addresses issues involving these clinics.Incumbent routinely serves as a resource and facilitator to resolve patient concerns, respond to patient inquiries, respond to inquiries on behalf of patients, etc. Incumbent must assure that all patient (customer) service issues are appropriately attended to, must verify that patient eligibility issues are addressed and assures that patients who have copayment obligations are correctly identified and appropriately billed for services.Appointment ManagementEstablishes and manages clinic profiles for all clinics within the area of responsibility. Incumbent functions as the administrative process and policy expert, advising medical and administrative staff relative to creating new clinic profiles or making changes to established profiles. The incumbent works with the Lead MSAs and supervisor to ensure the clinic stop code information corresponds with the DSS stop code identifiers on the clinic profiles. The incumbent will be responsible for programming detailed encounter forms, and action profile settings, resolving the electronic no-show policy, setting appointment length and overbook capacity, granting individuals scheduling access to restricted clinics, and assigning specific user class rights to providers, based on verified credentials. The incumbent collects data relevant to the clinic area of responsibility, activities and workload for report preparation and submissions.Work Schedule: Monday-Friday 8:00am - 4:30pm, PSTTelework: Not eligible for TeleworkVirtual: This is not a virtual position.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 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.
QualificationsApplicants 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:
- 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.).
- 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.
Creditable Experience:Candidates must demonstrate all of the Knowledge Skills and Abilities (KSA's) below:1. 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.2. 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. 3. Ability to provide briefings, orientations, staff development, and training in a patient support setting. 4.. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 5. 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.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 Determinations: One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.References: VA HANDBOOK 5005/117 PART II APPENDIX G45 PUBLISHED AUGUST 1, 2019.The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is a GS-08Physical Requirements: Light lifting and carrying, up to 15 pounds. May be reaching above shoulders. Requires walking standing, hearing (aid permitted), and repetitive computer use.
EducationIMPORTANT: 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 informationThis job opportunity announcement may be used to fill additional vacancies.It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.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.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.If you are unable to apply online view the following link for information regarding an Alternate Application.
- BenefitsA career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.Review our benefitsEligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be EvaluatedYou will be evaluated for this job based on how well you meet the qualifications above.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.
- BenefitsA career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.Review our benefitsEligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
- Required DocumentsAs a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.To apply for this position, you must provide a complete Application Package which includes:
- Resume
- SF-50/ Notification of Personnel Action
VA Form 10-2850c Application for Associated Health Occupations can be found at: The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklistto 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
- Other (1)
- Professional Certification
- Resume
- SF-50/ Notification of Personnel Action
- Transcript
If you are relying on your education to meet qualification requirements:Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees fromschools accredited by accrediting institutions recognized by the U.S. Department of Education.Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating. - How to ApplyAll applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 01/02/2025 to receive consideration. To preview the questionnaire click
- To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.To verify your application is complete, log into your USA JOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.Agency contact informationFatima BennettPhone415-###-#### [email protected] Francisco VA Medical Center4150 Clement StreetSan Francisco, CA 94121USNext stepsOnce 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.- Fair and TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.
- Criminal history inquiries
- Equal Employment Opportunity (EEO) Policy
- Financial suitability
- New employee probationary period
- Privacy Act
- Reasonable accommodation policy
- Selective Service
- Signature and false statements
- Social security number request
Required DocumentsTo apply for this position, you must provide a complete Application Package which includes:
- Resume
- SF-50/ Notification of Personnel Action
VA Form 10-2850c Application for Associated Health Occupations can be found at: The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklistto 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
- Other (1)
- Professional Certification
- Resume
- SF-50/ Notification of Personnel Action
- Transcript
If you are relying on your education to meet qualification requirements:Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees fromschools accredited by accrediting institutions recognized by the U.S. Department of Education.Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
How to ApplyAll applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 01/02/2025 to receive consideration. To preview the questionnaire click
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.Click Submit My Answers to submit your application package.NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.To verify your application is complete, log into your USA JOBS account, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Agency contact informationFatima BennettPhone415-###-####
[email protected] Francisco VA Medical Center4150 Clement StreetSan Francisco, CA 94121US
Next stepsOnce 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.
Fair & TransparentThe Federal hiring process is set up to be fair and transparent. Please read the following guidance.
- Criminal history inquiries
- Equal Employment Opportunity (EEO) Policy
- Financial suitability
- New employee probationary period
- Privacy Act
- Reasonable accommodation policy
- Selective Service
- Signature and false statements
- Social security number request
