SUPERVISORY MEDICAL SUPPORT ASSISTANT

Supervisory Medical Support Assistant

The Supervisory MSA leads and oversees Community Care programs and carries full supervisory responsibility for at least one subordinate team lead and multiple AMSAs/MSAs. Duties include, but are not limited to: assigning and evaluating staff work; resolving complex issues to ensure patient needs are met; reviewing new products, equipment, and systems to recommend operational improvements; identifying training and development needs; making final hiring selections; evaluating performance; and administering disciplinary actions when required.

The Supervisory MSA also holds full administrative and professional responsibility for planning and directing AMSA/MSA activities, including workload distribution and phone support. This role requires extracting and analyzing data to prepare reports that support performance measures for senior leadership. Additional responsibilities include preparing and delivering performance evaluations, recommending awards or advancements, and providing briefings to both upper management and subordinate staff. The Supervisory MSA conducts orientations, implements staff development and training initiatives, prepares agendas for staff meetings and training sessions, facilitates meetings, and develops performance standards, position descriptions, development plans, and awards. The role also addresses and resolves employee complaints, elevating group grievances or serious issues to higher-level leadership as needed, and responds to patient concerns by coordinating appropriate actions. The role also carries responsibility for issuing disciplinary measures such as warnings or reprimands and recommending more serious actions when necessary.

The Supervisory MSA generates daily, weekly, and monthly reports related to scheduling inconsistencies, pre-registration errors, electronic wait list and recall activity, service consult management, insurance collection, and encounter data. These reports are exported from various databases, analyzed, and used to identify training needs. Multiple reports are reviewed to track trends in clinic availability, utilization, supply and demand, and to develop projection reports that identify open slots, the number of patients on the electronic wait list, and the anticipated number of patients likely to be scheduled outside of directive guidelines. Insurance and encounter reports are monitored regularly due to their financial impact on the organization.

This position reports directly to the Chief of Community Care and works under the guidance of both the Chief and Deputy Chief of Health Administration Service. The Supervisory MSA assigns work by setting objectives, establishing priorities, and determining deadlines. Guidance is provided for unusual or complex situations. The employee independently plans and executes successive steps of work assignments and resolves scheduling problems and exceptions using knowledge of clinic operations, policies, schedules, and provider preferences. The supervisor must coordinate efforts to ensure all responsibilities are completed accurately, efficiently, and in a timely manner. The incumbent manages daily office operations autonomously, using initiative to resolve issues. While the supervisor sets general priorities, the employee organizes recurring activities independently.

Work Schedule: Full Time; Work schedule will be determined upon selection.

Compressed/Flexible:

Telework: May be approved

Virtual: This is not a virtual position.

Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

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)

Functional Statement #: 55714A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized