Supervisory Medical Support Assistant

Summary Supervisory Medical Support Assistant plan and direct programs at medical centers and/or satellite outpatient clinics and inpatient care. They have full responsibility for supervising at least one subordinate MSA team leader, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. he 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. Responsibilities DUTIES and FUNCTIONS: The Supervisory (MSA) works collaboratively in an interdisciplinary coordinated care delivery model (i.e., Outpatient Care, PACT, Inpatient Care, and CBOCs). Incumbent is responsible for the daily oversight of the area in which they are assigned, providing direct supervision, guidance and leadership to the staff assigned to their areas. The Supervisory (MSA) works collaboratively in an interdisciplinary coordinated care delivery model (i.e., Outpatient Care, PACT, Inpatient Care, and CBOCs). Incumbent is responsible for the daily oversight of the area in which they are assigned, providing direct supervision, guidance and leadership to the staff assigned to their areas. Incumbent is responsible for defining overall objectives, priorities, and deadlines, assisting with unusual situations that do not have clear precedents, resolving complex problems to ensure patient services are met, mentoring and oversight regarding the setting of priorities for their assigned staff, management of the staff schedules, knowledge of computerized data entry and information processing systems, ensures the database integrity by monitoring for accuracy and completeness, extracting and analyzing data in order to provide reports in support of performance measures to senior management, quality assurance, oversees staff training and orientation, knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement gives guidance and initiates action as appropriate, and customer service. Evaluates new products, equipment, and systems to make recommendations for improved operations, identifying educational or training needs, evaluating performance, and taking disciplinary action when necessary. The incumbent has full administrative and professional responsibility for planning and directing the activities for the areas assigned. Incumbent is responsible for the oversite of all staff assignment, review of staff work, productivity, and ensure that all staff are adhering to VHA directives, laws, and regulations that apply. The incumbent is responsible for ensuring that all assigned staff receive standards, one mid-year review and an end of year review. FUNCTIONS; a. Demonstrates exceptional interpersonal and customer service communication skills. Shows courtesy, respect, and a positive attitude toward patients, co-workers and the public while working collaboratively with medical center programs, services, and multidisciplinary team members in providing needs. b. Analytical reasoning and ability. Demonstrates a high degree of skill in analytical reasoning and ability. Identifies workload trends based on historical data and can forecast workload projections in order to develop schedules and coverage to ensuring optimal staffing is available to handle workload. c. Proficiency in Computerized Programs. Utilizes computerized programs and databases to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. d. Applies Knowledge of Medical Terminology. In the particular outpatient area supported, demonstrates knowledge of the associated medical terminology to be able to communicate effectively with both professional and non-professional employees. e. Operations. Oversees the daily operation of their assigned areas ensures that agency policies and priorities are being followed. f. Conducts briefings/training. Ability to provide briefings, orientations, staff development, and training. Makes clear and convincing oral presentations. Listens effectively; clarifies information as needed. g. Works Independently. Works in a proficient and self-directed manner to accomplish a wide variety of tasks, to include setting priorities and coordinating work. h. Human Resources. Works closely the with Lead MSA and Chief of Ambulatory Care & Processing to build and manage the workforce based on organizational goals, budget considerations, and staffing needs. Ensures that employees are appropriately recruited, selected, appraised, and rewarded; takes action to address performance problems. i. Fiscal. Identifies staffing and equipment needs to ensure that these needs are met, and the service can attain/maintain the desired service level. Serves as a leave approving official and certifies timecards. Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: ADHOC ONLY Virtual: This is not a virtual position. Functional Statement #:26760-F VA Careers - Medical Support Assistant: Total Rewards of a Allied Health Professional 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. 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 ( 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. Qualifications 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. No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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) Certification. None required. Grandfathering Provision - SEE UNDER EDUCATION SECTION Foreign Education: SEE UNDER EDUCATION SECTION. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. 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. GRADE REQUIREMENTS. Creditable Experience. Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations: Supervisory Medical Support Assistant, GS-8 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. Examples of specialized experience 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 to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary, responsibility for planning and directing staff activities. 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. 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. Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is GS-8. Preferred Experience: Customer Service, Medical Terminology Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is GS-8. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. 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: 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. GRANDFATHERING PROVISION - CONTINUED FROM QUALFICATIONS SECTION. 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. Additional Information 'Whole Health is an approach to health care that empowers and equips people to take charge of their health and well-being and live their life to the fullest. The VA is committed to Whole Health and values Veteran and Employee health and wellbeing. As a VA employee, you will practice Whole Health in an environment that supports personalized and proactive care." Receiving Service Credit for 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.