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Summary The incumbent serves as the Lead Medical Support Assistant in San Francisco VA Medical Center Hoptel. The incumbent will serve as key manager of operations working directly for the Supervisor in the Hoptel. The incumbent and Supervisors are essential collaborative team members who work in support of the directives of Chief/Deputy Chief responsible for Hoptel within the SFVAMC. Responsibilities The Lead MSA will have general oversight of the day-to-day activities of the Hoptel MSAs including contractors, ensuring that routine work is carried out timely and accurately and communicating supervisory problems to the Supervisor. Incumbent will assist the Supervisor in disseminating new VA Directives and procedures that affect front desk and clinic operations and will provide training, as needed. The primary function of the Lead MSA is to ensure smooth operation of all aspects related to the clinical administrative operations of the service area. The Lead MSA shall monitor productivity and align staff to work assignments, provide input on performance, resolve daily workplace issues, and oversee and implement processes that support efficient and effective workflow of their assigned service care lines and the assigned Advanced MSAs. Assignments at this level include, but are not limited to: daily management of linen services to include washing/drying/folding to maintain adequate supply for Hoptel guests, restock and inventory of supplies for Hoptel food/snacks/beverages, assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to Advanced MSAs to include changes in policies and procedures; distributing and balancing workload; advising on employee training modules, orienting and providing on-the-job training for new and current Advanced MSAs; ensuring all training requirements are met; and acting as liaison between Advanced MSA and other SFVAMC staff in order to resolve day to day conflicts. Other duties as assigned by Supervisor/Deputy Chief/Chief of service. The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information. The incumbent will interface with personal computer (PC) applications as well as numerous other programs including VISTA, CPRS applications and NON-VA CARE Portals. The incumbent routinely analyzes data from reports such as Consult Management Dashboard, and any other reports used to prepare teams for patient appointment and communicates scheduling issues to Supervisor. Work Schedule: M-F, 8 - 1630 Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 05-RP-058.004 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. 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. English Language Proficiency. Medical Support Assistants 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. 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. GRADE DETERMINATIONS: In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates: Experience. One year of experience equivalent to the GS-6 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. 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). References: VA HANDBOOK 5005/117 PART II APPENDIX G45 Physical Requirements: Work is performed in an adequately lighted and climate-controlled office. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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. 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.