Supervisory Medical Support Assistant

Full Job Description

The Supervisory Medical Support Assistant oversees administrative and clerical operations in a VA medical setting, managing staff, workflows, and patient support services.

Responsibilities include hiring, training, performance management, scheduling, data analysis, and ensuring compliance with policies.

The role requires leadership, independent decision-making, customer service focus, and coordination across clinical teams to maintain efficient patient care operations.

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. No experience required.

Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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).

Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency.

Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f) 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.

The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities.

Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.

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% of the time.

And Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below in their resume: i.

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.] ii.

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.

iii. Ability to provide briefings, orientations, staff development, and training [in a patient support setting]. iv.

Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. [v. 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.] Preferred Experience: -1 Year scheduling medical appointments -1 Year auditing appointments and scheduled -Training and orienting Medical Support Assistants -1 Year performing competency assessments on schedulers -Resolving customer complaints -Collaborating with clinical staff Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is GS-08.

Physical Requirements: This position requires long periods of sitting; this position is subject to rotate or floats to different locations, units and/or work stations based on the needs of the health care system.

Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Duties may include but are not limited to: Interviews and selects new employees subject to the approval of the Chief, MAS.

Tracks the progress of new employees, evaluates the performance of all assigned Advanced Medical Support Assistants (AMSAs) and/or Medical Support Assistants (MSAs), counsels when necessary, and submits justification for incentive awards or personnel actions.

Identifies and anticipates changes or trends, which could have Medical Center wide significance or create substantial changes to the operations.

Develops and maintains a quality improvement program for the AMSAs and/or MSAs, collect data on performances such as customer service and accurate order implementation.

Ensures ongoing multi-disciplinary teamwork, excellent customer service,and accurate order implementation.

Plans and directs the AMSA and/or MSA activities within all applicable impatient and outpatient clinics/wards.

Ensures administrative procedures are accomplished in accordance with specified guidelines and within established timeframes.

Operates in a highly diversified and requires high performance and leadership qualities of the incumbent.

Assignments at this level include, but are not limited to assigning and evaluating the work of subordinate staff; resolving complex issues to ensure patient services are met; identifying educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one subordinate team leader and up to numerous staff levels AMSAs and/or MSAs.

Develops or updates procedures, policies, or standards.

Develops an ongoing customer service program with emphasis on the first impression, interacts with waiting patients, developing trust and setting the tone for the patient experience.

Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules.

Makes recommendations to management concerning such issues as staffing decisions or procedural changes.

Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Work Schedule: Monday-Friday, 7:30a.m. to 4:00p.m. or 8:00a.m. to 4:30p.m.

Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Telework: Ad-hoc and as determined by the Agency Virtual: This is not a virtual position.

Functional Statement #: 54662-F Permanent Change of Station (PCS): Not Authorized