Summary

The Supervisory Medical Support Assistant (SMSA) leads Medical Administration Service at VA Northern Indiana Health Care System, serving Marion, Fort Wayne, and five CBOCs within VISN 10. Duties include supervising/training MSAs, personnel actions, leave and timekeeping, employee issues, workload distribution, and process improvement. The SMSA is the primary contact for clinics, inpatient ward administration, the call center, and specialized care teams; may serve as Acting Service Chief.

Duties

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Supervisory Medical Support Assistant (SMSA) provides administrative and supervisory support to Primary Care, Specialty Care, Ward Administration, the Call Center, and specialized care teams. The SMSA promotes team-based care by participating in daily huddles and weekly meetings, supporting patient-care planning, and coordinating administrative information between Veterans and clinical staff. With assistance from the Lead Medical Support Assistant (LMSA), the SMSA assigns work, establishes priorities, defines objectives, and sets deadlines.

The SMSA independently plans and carries out daily office operations; resolves scheduling problems, unusual situations, and deviations using knowledge of clinic operations, policies, schedules, and provider preferences; and coordinates work to ensure duties are completed efficiently, accurately, and timely. The SMSA sets priorities while allowing the LMSA to organize recurring activities and evaluates completed assignments for quality, usefulness, and compliance with VA requirements.

Supervisory responsibilities include day-to-day management of MSAs; review of scheduling reports, insurance data capture, and performance standards; and consideration of clinic-team feedback to ensure mission accomplishment. The SMSA may serve as Acting Chief or supervisor for Medical Administration Service programs, including Beneficiary Travel, Health Benefits, Primary Care, Specialty Care, Ward Administration, and the Call Center. In an acting capacity, the SMSA reports to the Chief of the Ambulatory Care and Ward Administration Section.

The SMSA performs appointment scheduling and coordination; demographic and insurance verification; consultation and electronic waitlist management; data entry; Veteran notification and advocacy; diagnostic and specialty appointment coordination; and administrative support for physicians, nurses, advanced practice providers, and other clinical staff. The SMSA must complete required training and competencies and demonstrate proficiency in at least two areas of Ambulatory Care and MAS Administration.

Depending on assignment, the SMSA must possess knowledge of clinic operations, ambulatory and inpatient care, call center operations, data management, patient advocacy, enrollment and eligibility, beneficiary travel, revenue cycle processes, and specialized care services. The position requires knowledge of medical terminology, clinic procedures, and VA systems, including VistA, CPRS, the Bed Management System, and Microsoft applications.

In Primary Care, the SMSA supports the Patient Aligned Care Team (PACT) and interdisciplinary care partners. In Specialty Care, the SMSA coordinates appointments and consultations across clinical services. In Ward Administration, the SMSA supports inpatient and residential units; monitors admissions, discharges, transfers, and other patient movements; maintains accurate bed-management records; and trains staff on applicable systems. In the Call Center, the SMSA schedules, cancels, and reschedules appointments; provides customer service; monitors call activity; reviews management reports; and ensures compliance with policies, procedures, and approved scripts.

Work Schedule

6:00am - 7:00pm, Monday - Saturday, as determined by the needs of the service. Compressed/Flexible: Not Authorized. Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 92630-A 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. In addition to the application and questionnaire, this position requires an online assessment. The online 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 (https://www.uscis.gov/i-9-central/form-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. Must pass pre-employment process. 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: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State of territorial-level Board of 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).

Creditable Experience (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

Supervisory Medical Support Assistant, GS-08 Grade Determinations

In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates: 1. Experience: To qualify, you must possess one (1) full year of experience equivalent to the GS-7 grade level supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. This experience may include, but is not limited to: assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. Note: This experience must be clearly demonstrated in your resume. NOTE: This experience must be clearly demonstrated in your resume.

**AND** 2. Demonstrated Knowledge, Skills, and Abilities (KSA). In addition to the experience above, the candidate must demonstrate all the following KSA s 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. 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 in a patient support setting. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. NOTE: The Specialized Experience and KSAs outlined above must be clearly demonstrated within your resume. Please do not copy or paste the Specialized Experience or KSAs verbatim into your resume. Provide specific examples and details that illustrate how you meet these requirements. Failure to do so may result in your application not being referred to the hiring manager for consideration.

Documentation Requirements for Proof of High School Completion or Higher

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).

Reference

For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS8.

Physical Requirements

The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Transcripts must be official or unofficial college transcripts. A copy of your certificate/degree or screenshot of your current classes are not a replacement of your transcript and they will not be used in the qualifying process. Your transcript must include your name and the name and full address of the institution. If the position has an education requirement or you are qualifying based on education, you need to list your education history including the type of degree and your major of study. If the position requires a certain number of credit hours, you are strongly encouraged to list the relevant courses in your resume. 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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

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. 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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. 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. A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new window Learn more about federal benefits. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.