Supervisory Medical Support Assistant

Summary

**The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.**

The Supervisory MSA functions as the Supervisor, and is responsible for the planning, directing, and controlling of full range of administrative and clerical support functions as they relate to all outpatient units. This Supervisor administers a program that is broad, diversified and requires high performance and leadership qualities of the incumbent.

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Duties

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Duties for the Supervisory Medical Support Assistant include but are not limited to:

• Provide technical and administrative supervision; oversee daily operations of the unit, ensure that agency policies and priorities are being followed; develop performance standards; and evaluate work performance of subordinates.
• Establish procedures to meet accreditation standards and consistently monitor staff to ensure services provided meet nationally accepted standards and are maximally cost effective.
• Analyze, evaluate, and advise on the effectiveness of work methods and procedures, organizations, space and manpower utilization, management controls, information and documentation systems and similar functions of management.
• Manage and prioritize resources in a cost-effective and efficient manner.
• Develop workload-based staffing standards.
• Ensure staff use current tools and conform to current directives and policy.
• Conduct surveys and reviews to ensure that optimal program efficiencies are achieved, and those resources are being appropriately and fully utilized.
• Provide effective planning direction by identifying needs and potential issues/concerns, deciding flexibilities in operations and constructive cost-effective approaches to the resolution of problems.
• Hear and resolve minor complaints; refer serious unresolved complaints to a higher-level supervisor or manager; effect minor disciplinary measures and recommend action in more serious cases.
• Interview candidates for positions; recommend appointments, promotions, and reassignments to unit positions;
• Ensure personnel follow operational, safety, personnel and conduct requirements.
• Monitor daily staffing levels and ensures equal distribution of workload/coverage daily.
• Manages all aspects of the assigned MSAs and the leads in the team.
• Adhere to VHA policy regarding scheduling.
• Ensure use of standardized tools including Consult Toolbox, VSE, ICB scanners, etc.
• Identify workload backlogs and potential procedural problems by observation/monitoring of team activities; bringing concerns to the attention of the Scheduling Manager or Community Care Manager as appropriate.
• Provide weekly, monthly and quarterly reports within established time frames and report to the supervisor.
• Collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• Review staff competency folders regularly to ensure current information and that staff are capable and competent.
• Identify and provide for training needs; find ways to improve production or increase the quality of work within the area of authority.
• Attend VISN and national calls on scheduling and access; disseminates to staff; updates competency folders with changes.
• Assist with contacting Veterans to explain pending or new consult requests, recalls or orders for complex situations. Ensure that Veteran appointments are made based on current access and regulations. Ensure patient needs are met.
• Effectively communicate with providers both orally and in writing.
• Incorporate training and education modules into teams.
• Oversee adoption and utilization of new tools, technologies, and SOPs into staff and facility work plan.
• Screen/receive phone courteously and timely, provide information using privacy rules and established clinic processes.
• Perform quality control and monitoring, ensuring patient documents are linked to the correct consult and closed accurately. When records are received, ensure that necessary health/administrative information is integrated into Computerized Patient Record System (CPRS).

Work Schedule : Full time; Work schedule will be determine upon selection.

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 # : 54008A

Requirements

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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 dentification 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: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

Experience: None

Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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).

Grandfathering Provision: Employees in VHA in this occupation, under a permanent, appropriate, and legal placement effective February 5, 2026 of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

1. 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.

2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation.

GRADE REQUIREMENTS FOR GS-8: In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.

1. Experience: One year of experience equivalent to the GS-7 level. (Creating daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; determining training needs of MSAs to provide support across interdisciplinary settings; assisting with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA level staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.)

2. Demonstrated Knowledge, Skills, and Abilities . Candidates must demonstrate [all of] the KSAs below:

• 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 related to administrative functions in a patient support setting.
• Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• 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.

References: Medical Support Assistant Qualification Standards, GS-0679

The full performance level of this vacancy is GS-8.

Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).

Education

IMPORTANT: 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 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)

Additional information

NOTICE ON TRIAL/PROBATIONARY PERIODS:

The first year of continuous service in the same or similar position of a preference eligible in the excepted service is a trial period. The first 2 years of continuous service in the same or similar position of an individual in the excepted service (other than a preference eligible), is a trial period.

At least 60 days prior to the end of each employee's initial probationary or trial period, management officials shall, to the extent practicable, meet to discuss the employee's performance and conduct (based in part on input from the employee's supervisor), the needs of the agency, and whether their continued employment would advance the public interest, the organizational goals of the agency, and the efficiency of the service.

Within 30 days prior to the end of each employee's probationary or trial period, management officials shall determine whether to finalize the employee's appointment to the Federal service, or whether to terminate their service. Before the employee is terminated, they shall be notified in writing of the effective date of the action.

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.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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