Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant continuously embraces the mission, vision, and values of the VA Healthcare System. The Supervisory MSA conducts program analysis studies and evaluations for the situations that affect the orderly and efficient processing of the Health Administration Service and is responsible for ensuring the management and accurate and timely patient care coordination. The employee is expected to present to work in a professional manner and timely in accordance with established tour of duty.

Responsibilities

Please Note: Recruitment Incentive may be authorized for those highly qualified newly appointed applicants. Current employees are not eligible for Recruitment Incentive.

The Supervisory Medical Support Assistant (SMSA) at this level plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor. Duties consist of but are not limited to the following:

• Assigning and 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 appropriate disciplinary measures based upon applicable directives and policies
• Identifying educational or training needs
• Assisting in interviewing candidates for positions in the unit, recommending appointment, promotion, or reassignment
• Evaluating performance, and taking disciplinary action when necessary
• Full administrative and professional responsibility for planning and directing the MSA's activities
• Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures
• Knowledge of eligibility and enrollment, dental, and employee health for C.W. Bill Young

Work Schedule: 7:00am-3:30pm, 7:30am-4:00pm, 8:00am-4:30pm, 8:30am-5:00pm, 9:00am-5:30pm, 9:30am-6:00pm, 10:00am-6:30pm, 3:30pm-12:00am, 12:00am-8:00am rotating and alternating shift coverage to include weekend and holiday. Final tour of duty will be determined based on service needs.

Telework: Not available

Virtual: This is not a virtual position.

Functional Statement #:20306F

Recruitment Incentives: Authorized

Relocation Incentive: Not Authorized

Permanent Change of Station (PCS): Not authorized

PCS Appraised Value Offer (AVO): Not authorized

Requirements

Conditions of Employment:

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• 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).

Qualifications

Basic Requirements:

• United States Citizenship: Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• Experience and Education. 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; OR, Education. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Certification: None required.

Grandfathering Provision: 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).

Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

Physical Requirements: See VA Directive and Handbook 5019.

Grade Determinations: Supervisory Medical Support Assistant, GS-8

• Experience: One year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Assignment. 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 non-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.

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 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.

Reference: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679.

For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment. See VA Directive and Handbook 5019.

Education Education is not required for the Supervisory MSA.

Additional Information 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