Supervisory Medical Support Assistant

Full Job Description

The Supervisory Medical Support Assistant (MSA) position serves at the direct line supervisor for Medical Support Assistant staff assigned to the Community Based Outpatient Clinic or Call Center.

The supervisor works collaboratively with other members of an expanded health care system and is an integral member that effectively carries out day to day administrative operations of the clinic or call center.

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: Experience and Education. United States Citizenship 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.

English Language Proficiency: Must be proficient in spoken and written English.

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).

Grandfathering Provision.

All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.

Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Grade Determination: Supervisory Medical Support Assistant, GS-7 Experience.

One year of experience equivalent to the GS-6 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.

Candidates must demonstrate all of the KSAs below: Ability to provide the full range of administrative and supervisory duties 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 related to administrative functions in a patient support setting.

Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Assignment.

Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignment.

Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility.

Assignments at this level include, but are 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.

For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% if the time.

Physical Requirements: Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below.

Major Duties:

The Supervisory Medical Support Assistant (MSA) serves as the direct supervisor for all Medical Support Assistant staff assigned to the CBOC or Call Center.

In this role, the supervisor oversees daily operations, ensures timely and accurate responses to Veteran inquiries, and maintains high standards for access, customer service, and scheduling accuracy.

The supervisor works collaboratively with administrative partners across the Medical Center and VISN 5, including service chiefs, business managers, Clinic Support Team members, Community Care staff, and other non-clinical operational units.

Essential coordination also occurs with systemwide VA stakeholders and external organizations such as community call centers, non-VA facilities, diagnostic partners, and supporting programs to ensure seamless communication and continuity of service for Veterans.

Total Rewards of a Allied Health Professional Work Schedule: Varies Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 24073F Permanent Change of Station (PCS): Not Authorized