Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all assigned MSA staff and is responsible for the daily oversight of the area in which they are assigned, providing direct supervision, guidance, and leadership. The Supervisory MSA's work is reviewed on an overall basis by Group Practice Manager (GPM) or Associate Group Practice Manager (AGPM) for conformity with VHA Directive and Medical Center policies and procedures.

Responsibilities include planning and directing programs at medical centers and/or satellite outpatient clinics, having full supervisory responsibility for at least one subordinate Lead MSA and 15+ MSAs. The incumbent assigns and evaluates the work of subordinate staff, resolves complex problems to ensure patient services are met, identifies educational or training needs, makes final decisions on selections, evaluates performance, recommends for awards and advancement, and takes disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSAs' activities, organizes work, sets priorities, and delegates tasks and responsibilities in order to meet deadlines. Responsible for extracting and analyzing data to provide reports in support of performance measures to senior management.

The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model for Primary Care/PACT clinics and integrated services including Pharmacy and Radiology, Surgical Services, Medical Services, Specialty Clinics, Compensation and Pension, Mental Health, Community Resource Referral Center (CRRC), Geriatric & Extended Care, Community Based Outpatient Clinics (CBOC), performs all related duties, customer service, and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA Staff for one or more outpatient clinics. The incumbent must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. The Supervisory MSA may be asked to participate in the daily huddles and weekly team meetings where patient care planning and management occur. Incumbent will rotate this to assure all MSA staff is in attendance and understand the process. Incumbent must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Assures staff collects, scans, and updates health insurance information. The Supervisory MSA may also be asked to assist in the Beneficiary Travel Program and collaborate with Health Benefits Advisor Office/Member Services and other duties within the clinic.

Work Schedule: Monday through Friday, 07:30 to 16:00. Telework: Not Available. Virtual: This is not a virtual position.

Requirements include being a U.S. Citizen, proficient in written and spoken English, and 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 include basic requirements such as citizenship, experience, education, certification, and physical requirements. Supervisory Medical Support Assistant, GS-8 grade determinations require 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. Demonstrated knowledge, skills, and abilities include providing the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient support setting, collaborating, communicating, and demonstrating customer service and interpersonal skills with internal and external customers, providing briefings, orientations, staff development, and training in a patient support setting, managing fiscal matters, forecasting resource and equipment needs, and identifying budget needs. Advanced knowledge of managing or leading patient support staff in a clinic is required.