Supervisory Medical Support Assistant

Summary The Supervisory Medical Support Assistant serves as the supervisor for the medical support assistants including the Lead MSA assigned to the Mental Health outpatient service at VA Boston Healthcare system the Jamaica Plain Campus. Patient care within Mental Health Service is delivered through a multidisciplinary team model involving psychiatrists, psychologists, nurses, social workers, and other allied health professionals. Responsibilities This position is located at the VA Boston Medical Center Jamacia Plain Campus. The Supervisory Medical Support Assistant serves as a key liaison between clinical and administrative staff, ensuring smooth communication, efficient clinic operations, and adherence to access standards and regulatory requirements. The Supervisory Medical Support Assistant works under the general supervision of the Supervisory Health System Specialist, exercising independent judgment and decision-making authority within the framework of VA policies and procedures. The Supervisory Medical support assistant performs the following duties: Manages Time & Leave issues of staff in collaboration with manager Provides MSA Coverage in assigned area as required Conducts daily rounds and staff meetings with staff in assigned areas Conducts GEMBA walks, daily huddles/check-ins, or weekly site visits Provides data reports and analyzes data to support clinic operations i.e., consults, encounters, pending appointments, RTC orders, etc. Demonstrates MSA GS-6 and 7 Skills Provides evaluations, appraisals and activity results in a timely fashion in collaboration with manager Ensures scheduling staff follow scheduling guidance and have completed necessary trainings Provides monthly updates to the Medical Support Assistants regarding their scheduling audit results and insurance capture ratings Identifies educational needs and responds appropriately: Provides on the job training for all MSAs in assigned areas as needed or as assigned by manager (especially for new staff) Ensures MSA staff receive guidance, communication, and training to be effective in their roles Ensures staff have a practical knowledge of computerized data entry, information processing systems and software related to patient care. Ability to modify existing trainings to meet the needs of staff in collaboration with manager Total Rewards of a Allied Health Professional Work Schedule: Monday-Friday 8:00am-4:30pm Compressed/Flexible: May be available Permanent Change of Station (Relocation Assistance): Not Authorized Telework: May be authorized Virtual: This is not a virtual position. Functional Statement #: F00180 Permanent Change of Station (PCS): Not authorized This position is covered by a special rate. The incumbent may be required to travel to other VA campuses and CBOC's. Narrative responses to the knowledge, skills and abilities (KSAs) may be required from the selectee in order to proceed with the appointment. Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. 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 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: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Education or Experience: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None. English Language Proficiency: Medical Support Assistants appointed to direct patient care positions must be proficient in spoken and written English. In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified: GS-08 Above the full performance level Grade Determinations: In order to qualify at the GS-8 level you must have one year of experience equivalent to the GS-7 grade and demonstrate the below GS-7 KSAs GS 7 Lead MSA KSAs: (1) Experience. One year of creditable experience equivalent to the next lower grade. (2) Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate must demonstrate the following KSAs: (a) 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. (b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. (c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. (d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. (e) Ability to provide staff development and training. (f) 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. To qualify at the GS-8 level you must have one year of experience equivalent to the GS-7 grade and demonstrate the below GS-8 KSAs GS-8 Supervisory MSA KSAs: (1) Experience. One year of creditable experience equivalent to the next lower grade (GS-7). (2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs: (a) Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and 13 empowering the team to collaborate and resolve problems within a complex systems environment. (b) 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. (c) 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. (d) Ability to provide briefings, orientations, staff development, and training in a patient support setting. (e) Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. Assignment. For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope, complexity, difficulty, and variety. 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 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. DEVIATIONS. a. The establishment of a position and subsequent placement of an individual in a grade or assignment not described in the hybrid title 38 qualification standard must be approved by the Under Secretary for Health or designee prior to placement. b. Under no circumstance will educational requirements necessary to meet basic qualifications or assignment-specific educational requirements be waived. c. In rare and unusual circumstance(s), the Under Secretary for Health or designee may approve requests for reasonable deviations to the grade determination requirements for an individual whose composite record of experience, accomplishments, performance, and qualifications warrant such action based on demonstrated competence to meet the requirements of the grade and, or assignment. References: For more information on this qualification standard, please visit The full performance level of this vacancy is GS-08. Physical Requirements: The work is requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering other employees. Applicant may at times be exposed to stressful situations with Veterans. 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: 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.