Summary As Supervisory Medical Support Assistant (MSA), for the VISN 06 Telemental Health (TMH) Hub at the Charlotte CBOC, Charlotte, NC, the incumbent(s) provides a high level of administrative and data support to the VISN 06 TMH Hub. The supervisory MSA is a foundational role within the Outpatient Specialty Clinics and Mental Health Clinics at the Salisbury main facility, Charlotte and Kernersville Health Care Centers (HCC's) and Community Based Outpatient Clinics (CBOCs) and VISN 6 Facilities. Responsibilities The GS-8 Supervisory MSA incumbent is responsible to their supervisor for ensuring that the work assignments of the section are carried out by performing a range of duties/functions and must also be considered an expert in the functions of GS 5-6 MSA, and GS-7 Lead MSA. Incumbent must have a thorough knowledge regarding enrollment, eligibility, and beneficiary travel. Incumbent must be an SME on the scheduling of virtual encounters utilizing Virtual Care Manager (VCM) and be capable of training AMSA staff and talking knowledgably about the program/processes with Veterans. Incumbent will review feedback attained in VSIGNALS to monitor Veterans experiences and feedback concerning contact with scheduling staff and advise and mentor AMSA staff accordingly. Incumbent must have the ability to adapt to varying situations that are present in an outpatient clinic setting and be willing to learn new technologies, procedures, and policies. Incumbent must have the ability to effectively and consistently communicate with all internal and external customers in a respectful and courteous manner. The incumbent must have knowledge of and be able to provide information about VA Medical Cost and Recovery (MCCR) Program to patients regarding insurance data collection and revenue collection. The incumbent must demonstrate the technical expertise and understanding to collect, scan, and update health insurance information via the Insurance Capture Buffer (ICB) software program. The incumbent must demonstrate technical competency and expertise in the use of VISTA, CPRS, VSE, Automated Call Display (ACD), GNAV Pro (call tracking software), VSignals, and MyHealtheVet/ Secure Messaging systems. Incumbent must also have the knowledge and ability to use several types of office equipment to include fax machines, multi-line phone system, printers and copy machines. Incumbent must promote Veteran registration for and utilization of MyHealtheVet and Secure Messaging and direct supervised staff to do the same. The incumbent must be conscientious regarding the confidentiality of the variety of material that will be handled. The position requires a practical knowledge of an extensive body of the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, HIPAA, the Freedom of Information Act (FOIA), and 38 U.S.C 7332 governing the release of records containing information regarding the treatment of drug and/or alcohol abuse, Sickle Cell Anemia and Infection with Human Immunodeficiency Virus (HIV). The incumbent must have thorough knowledge of the outpatient scheduling processes defined in the VHA directive 1230 VHA Outpatient Scheduling Processes and Procedures and all scheduling policies and procedures derived from policies/procedures at the Salisbury VAMC. The incumbent must have knowledge on all internal standard operating procedures for the various outpatient clinics at the Salisbury VAMC. The incumbent must distribute and balance the workload among employees in accordance with established work flow or job specialization, assure timely accomplishment of the assigned workload, ensure workload is completed in accordance with facility and/or national performance measures and assure that each employee has enough work to keep them busy. The GS-8 Supervisory MSA will set priorities and make daily adjustments in accordance with established priorities obtaining assistance from the supervisor on problems that may arise. Incumbent will be a leave approving official for the employees within their designated supervisory section Work Schedule: Monday-Friday; 8:00AM- 4:30PM Compressed/Flexible: Not Available Virtual: This is a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required 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. Must pass pre-employment physical examination. 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 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. Experience and Education (1) 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. Certification. None 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. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, 3, Section A, paragraph 3.j. 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). All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: Supervisory Medical Support Assistant, GS-8 (a) 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.] (b) Assignment. [Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They 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 and professional 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.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: i. 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.] ii. 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. iii. Ability to provide briefings, orientations, staff development, and training [in a patient support setting]. iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. 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.] References: VA HANDBOOKD 5005/17; APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-8. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. 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. 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. 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. Due to COVID-19, VA is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement. Management officials will provide information about returning to the official, pre-pandemic worksite, when applicable. At that time, you may be eligible to request to continue to telework depending upon the terms of your organization's telework policy and the duties of the position. 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.