Supervisory medical support assistant

Summary

The Supervisory Medical Support Assistant serves in Community Care Referral Coordination and provides full supervisory oversight of Lead and Advanced MSAs. The incumbent plans and directs consult scheduling operations, assigns and evaluates work, resolves complex patient service issues, identifies training needs, evaluates performance, and analyzes data to support performance measures and senior management.

Duties

The Supervisory Medical Support Assistant (MSA) serves in Community Care, Referral Coordination, and is responsible for the day-to-day operations of the Referral Coordination Initiative scheduling process. The incumbent plans and directs consult scheduling activities and has full supervisory responsibility for a Lead Advanced Medical Support Assistant (AMSA) and multiple Advanced MSAs. Major duties include, but are not limited to:

• Plans, organizes, and directs consult scheduling activities and the daily operations of the Referral Coordination scheduling process.
• Assigns and evaluates the work of subordinate staff and ensures patient service needs are met.
• Resolves complex problems affecting patient services, scheduling operations, and workflow.
• Identifies educational and training needs of subordinate staff and ensures appropriate staff development.
• Evaluates employee performance and takes appropriate disciplinary action when necessary.
• Makes final decisions regarding selections for subordinate positions.
• Evaluates new products, equipment, and systems and makes recommendations to improve operations.
• Extracts and analyzes data and prepares reports in support of performance measures for senior management.
• Monitors workload, backlogs, deadlines, and other operational issues and elevates non-routine or highly technical problems as appropriate.
• Communicates and collaborates with physicians, registered nurses, and other allied health professionals to support effective patient care and administrative operations.
• Maintains the confidentiality and security of sensitive patient and administrative information.
• Provides courteous, tactful, and respectful service to patients, visitors, staff, and other customers and handles conflicts constructively and appropriately.

Work Schedule: Monday-Friday, 8:00AM-4:30PM
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 60816F
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.
• To be considered for this position, you must complete all required steps in the process.
• This position requires the application, assessment, and questionnaire to be fully completed.
• The assessment measures critical general competencies required to perform the 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-year trial period during which we will evaluate your fitness and whether 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.
• Experience: None.
• Education: High school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate issued by a State or Territorial Board or Department of Education.
• Licensure/Certification/Registration: None.

Supervisory Medical Support Assistant, GS-08

Experience: One year of creditable experience equivalent to the next lower grade.

Knowledge, Skills, and Abilities (KSAs):

In addition to the experience above, the candidate must demonstrate the following KSAs:

• Advanced knowledge of managing or leading patient support staff in a clinic.
• 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.
• Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers.
• 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.

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 full performance level that consist of significant scope, complexity, difficulty, and variety.

Additional information

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.