Supervisory medical support as

Summary

The Supervisory Medical Support Assistant (MSA) oversees daily administrative operations and provides direct supervision to MSAs within the assigned service area. The incumbent ensures efficient scheduling, accurate appointment coordination, exceptional customer service, and adherence to VHA scheduling policies. The Supervisory MSA trains new staff, monitors work quality, resolves scheduling issues, and supports workflow needs to ensure timely access to care for Veterans.

Duties

VA Careers - Medical Support Assistant: Video Link

• Supervises MSAs and Advanced MSAs, including assigning work, setting priorities, monitoring workload, evaluating performance, approving leave, and initiating disciplinary actions as needed.
• Ensures staff compliance with scheduling procedures, business rules, and VHA policies.
• Oversees scheduling functions, including appointment creation, cancellation, rescheduling, no-show processing, and demographic/insurance updates.
• Coordinates daily operations to support clinic/provider availability, adjusting workflow to meet patient care needs.
• Serves as a technical resource for scheduling systems, clinic access guidelines, and order management processes.
• Provides orientation and training to new employees; identifies ongoing training needs; and ensures required TMS training is completed.
• Supports performance improvement efforts through data collection, monitoring, and reporting related to scheduling accuracy, timeliness, and clinic access metrics.
• Responds to patient complaints, scheduling concerns, and workflow issues; collaboration with clinical staff and other services to resolve problems.
• Ensures excellent customer service by promoting courteous and professional communication among staff, Veterans, and caregivers.
• Uses applicable software systems (VistA, Scheduling Manager, CPRS, Outlook, etc.) to perform supervisory and administrative duties.
• Maintains awareness of policies, directives, and operational changes; communicates updates to staff.
• Ensures compliance with privacy, information security, and infection control requirements.
• Performs other related duties as assigned.

Work Schedule

Monday - Friday, 7:00am - 4:00pm, (Subject to change based upon the needs of the agency.)

Telework

Not Available

Virtual

This is not a virtual position.

Functional Statement #

0000

Relocation/Recruitment Incentives

Not Authorized

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 (I-9 Acceptable Documents). 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.