Supervisory Medical Support Assistant

Summary 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.

Duties 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.

Assignment.

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

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:

• 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.).
• 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
• Experience and Education.

(1) 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.

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

Grandfathering Provision. 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 occupationMay 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).

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.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.

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.

Grade Determinations GS-08:

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 and demonstrate all the knowledge, skills, and abilities listed 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 https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is GS-08.

Physical Requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts, etc. No special physical demands are required to perform the work. 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: 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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.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.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. How to apply Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/13096159. The application process is as follows:

• To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents.
• Answer the questions presented in the application and attach all necessary supporting documentation.
• Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 11/06/2026.
• If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
• Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
• Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
• Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.

Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us.

To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.

To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.Other 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