Supervisory Medical Support Assistant

Patient Administrative Service Position

This position is within the Patient Administrative Service (PAS). This position provides outpatient administrative services to veterans residing in the primary service area of the Edward Hines, Jr. VA Hospital. The responsibilities include planning and directing programs at medical centers and/or satellite outpatient clinics with full supervisory responsibility. Assignments include 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 educational or training needs, making final decisions on 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. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Works independently making decisions based on guidelines, precedents, and regulations and performs duties in such a manner that only minimal supervision is required.

Work Schedule: Monday-Friday, 7:30am-4:00pm. Tour of duty may vary based on the needs of the service. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 01768F Relocation/Recruitment Incentives: Not Authorized.

Requirements: 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. You may be required to serve a trial 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

To qualify for this position, applicants must meet all requirements on the closing date of this announcement, 08/15/2025. 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. 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). ENGLISH: Must be proficient in basic written and spoken English. EDUCATION/EXPERIENCE: Must possess six (6) months experience within the medical field of clerical, office, customer service or administrative other work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. OR Equivalent combinations of experience and education are qualifying for entry level. IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-8 LEVEL TO QUALIFY FOR THIS POSITION. GS-8 LEVEL GRADE REQUIREMENTS: SPECIALIZED EXPERIENCE: Must have 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. Specialized experience includes: 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; 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 GS-8 KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs: 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.

Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.