Supervisory Medical Support Assistant

Summary The Primary Purpose of the Position is: To plan, direct and control the full range of administrative and clerical support work relating to the care and treatment given to patients. To provide assistance, guidance, and support to the administrative staff while managing their day-to-day activity and ensuring VHA policies and procedures are followed as they relate to patient care. Responsibilities Duties include but are not limited to: interviews and selects new employees subject to the approval of the Chief, Health Administrative Service. Tracks the progress of new employees, evaluates the performance of all assigned Medical Support Assistants (MSA), Advanced Medical Support Assistant (AMSA), and Lead Medical Support Assistants (LMSA). Counsels employees when necessary, and submits justifications for incentive awards or personal actions. Identifies and anticipates changes or trends, which could have Medical Center wide significance or create substantial changes in MSA/AMSA/LMSA's. Develops and maintains a quality improvement program for the MSA/AMSA/LMSA, collects data on performance such as customer service and accurate order implementation. Ensures ongoing multidisciplinary teamwork, excellent customer service and professionalism. Plans and directs the MSA/AMSA/LMSA activities within eligibility, travel, call center, compensation and pension and inpatient and outpatient clinical areas. Ensures administrative procedures are accomplished in accordance with specified guidelines and within established timeframes. Operates in highly diversified medical complex; the supervisor administers a program that is broad, diversified and requires high performance and leadership qualities of the incumbent. Assigns and evaluates the work of subordinate staff. Resolves complex issues to ensure patient services are met. Identifies educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one subordinate team leader and up to 35+ MSA/AMSA. Develops or updates procedures, policies, or standards. Develops an ongoing customer service program with emphasis on the first impression, interacts with waiting patients, developing trust and setting the tone for the patient experience. Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules. Makes recommendations to management concerning such issues as staffing decisions or procedural changes. Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Resolves customer complaints or answers customers' questions regarding policies and procedures. Extracts and analyzes data to provide reports in support of performance measures to all levels of management. Creates and runs reports on an ongoing basis to identify areas of opportunity. Other duties as assigned. Work Schedule: 7:30 AM to 4:00 PM, Monday - Friday Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 54215-F 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. 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. Must pass pre-employment physical evaluation/examination. 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education. High School diploma, General Education Development equivalency certificate, or proficiency certificate from State or territorial-level Board of Department of Education. 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. 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: Medical Support Assistant, 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. Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below: 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. 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. Preferred Experience: Previous Supervisory Experience. Previous experience resolving complex issues concerning: Patients, Coworkers, visitors. 1 year of experience conducting briefings, orientations, staff development, and training. Experience conducting performance evaluations for subordinates. Previous Lead MSA, Adv MSA, MSA experience. Experience working closely with upper management.. Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS-08. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. 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: NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application NOTE: If your school was accredited at the time of graduation but is no longer listed on the website, you must provide documentation of accreditation with your application packet. Additional Information 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.