Supervisory Medical Support Assistant

Duties may include but are not limited to:
- Makes work assignments set or negotiate deadlines and designate completion dates.
- Develops work schedules for employees to support workload.
- Evaluates work performance and completes performance appraisals and disciplinary actions for all employees assigned to section.
- Performs administrative and personnel management functions for staff supervised.
- Establishes and clearly communicates performance plans and expectations to staff.
- Provides informal feedback and periodically reviews employee performance.
- Resolves informal complaints and grievances.
- Reviews and approves or disapproves routine leave requests.
- Provides information and input to the Chief of HAS concerning promotions reassignments recognition of outstanding performance and other personnel issues.
- Coordinates and approves the leave of HAS clinical administrative staff and arranges cross coverage to provide adequate clerical coverage for outpatient and primary care clinics and other related activities.
- Instructs employees in assigned tasks and job techniques conducts formal and informal on-the-job training and answers questions on procedures policies and directives.
- Sets up clinic profiles in consultation with the appropriate clinical and administrative staff; in addition he/she cancels reschedules and blocks clinic appointments based on provider schedules in accordance with approved provider leave and facility policy. This will require tracking leave of administrative and clinical the event of clinic cancellations.
- Ensures that patients are notified according to policy.
- Reschedules patients with special needs or issues.
- Responsible for administrative support to clinics. This includes composing letters as part of supervisory duties (e.g. advanced sick leave requests donated sick leave request personnel actions etc.) composing and sending letters to patients when necessary and helping patients get necessary forms or letters processed correctly.
- Attend staff meetings for all the clinics he/she supports including provider meetings and will meet daily or weekly with the nurse team leader and clinic director. This ensures that the Supervisory MSA is working with the clinical staff as an integral part of the team and that communication is constantly flowing with the nurse team leader clinic director and Chief of HAS.

Work Schedule: Monday-Friday 7:30a.m. to 4: 8:00a.m. to 4:30p.m.
Telework: Ad-hoc
Virtual: This is not a virtual position.
Functional Statement #: 54407-F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Conditions of employment

• 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.
• 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 drivers licenses or state-issued dentification 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).
• Complete all application requirements detailed in the Required Documents section of this announcement.

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Qualifications

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 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.
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.

Grade Determinations:
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:
i. 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.
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 related to administrative functions in a patient support setting.
iv. Ability to delegate authority evaluate and oversee people and programs accomplish program goals and adapt to changing priorities.

Preferred Experience:
-1 Year work scheduling medical appointments
-1 Year auditing appointments
-Training and orienting Medical Support Assistants
-1 Year performing competency assessments on schedulers
-Collaborating with clinical staff
-Resolving customer/patient complaints

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-07.

Physical Requirements: This work is mostly sedentary and requires bending walking standing and carrying or pulling of items. May involve travel to and from the parent facility as needed.