Supervisory Medical Support Assistant

The incumbent has a large scope of responsibility over a major clinical area (i.e. Surgery BVAC) for the healthcare system including supervision of subordinate Supervisory MSA and Lead MSAs.

Duties include but are not limited to:

• Assigning and evaluating the work of subordinate staff performance evaluations selection of staff and recommendation of awards and/or advancements.
• Resolving complex problems to ensure patient services are met; evaluating new products equipment and systems in order to make recommendations for improved operations.
• Identifying educational or training needs; making final decisions on selections; evaluating performance and taking disciplinary action when necessary.
• Has full administrative and professional responsibility for planning and directing the MSAs activities and is responsible for extracting and analyzing data to provide reports in support of performance measures to senior management.
• Works collaboratively with all clinical business managers and frontline staff throughout the Primary Care and Specialty Clinics in the Specialty Clinics Call Center and Primary Care Call Center.
• Develops and maintains effective and efficient communication with all departmental leadership respective Care Line Managers and service line managers and frontline staff serving as a core member of the HAS and Clinical Service leadership.
• Knowledge of administrative policies and procedures at facility and network level that impact HAS and Business Operations information security and exchange management of reports and data scheduling directives telephone care and public relations/customer service.
• Knowledgeable and skilled in the operation of a personal computer utilizing a wide variety of software utilizing multiple computer applications in the performance of all duties including Vista (entry and retrieval of administrative and clinical data to include numerous existing report options and specialized queries) VSSC CPRS (to include monitoring of outpatient workload data capture) Microsoft Office products for word processing spreadsheets and relational data base programs.
• Serves as a resource to HAS staff in use of applications and must have the ability to extract correlate and analyze patient encounter and provider workload data make recommendations to the Leadership team and acts as a customer service representative for HAS.
• Has detailed knowledge of outpatient administrative processes release of information records management schedules for ambulatory care clinics workload data capture encounter forms and VISTA scheduling package maintaining full responsibility and accountability for the scheduling practices.
• Provide training implementation monitoring and evaluation of all administrative procedures related to HAS operations.
• Provide oversight and has programming responsibility for all automated and special patient correspondence letters generated through the Appointment Management computer program.
• Plans and organizes work and acts independently in daily operations resolving issues under the guidance and supervision of the Chief HAS and Supervisor.
• Performing other duties as required.

Work Schedule: Monday - Friday (7:30am - 4:00pm)
Telework: Ad-hoc telework may be available
Virtual: This is not a virtual position.
Functional Statement #: 21S71-A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical examination.
• 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.

As a condition of employment for accepting this position you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public determining if your employment advances the public interest we may consider:

• 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.

Upon completion of your trial period your employment will be terminated unless you receive certification in writing that your continued employment advances the public interest.

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: To qualify for appointment to this position all applicants must possess the following

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience. None.
• Education. High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None.
• 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 be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• 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-08: In addition to the basic requirements for employment candidates must meet the following grade-determining criteria for placement at grade levels specified.

Experience. One year of creditable experience equivalent to the next lower grade (GS-07). Qualifying experience includes but is 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.

Knowledge Skills and Abilities (KSAs). In addition to the experience above the candidate must demonstrate the following KSAs:

• 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.
• 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.

Assignment. For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope complexity difficulty and variety. 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 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 MSAs activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.

Creditable Experience. To be creditable the experience must have required the use of knowledge skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid or non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.

Part-Time Experience. Part-time experience is creditable according to its relationship to a full-time workweek. For example an individual employed 20 hours per week or on a half-time basis would receive credit for 1 full-time workweek for each 2 weeks of service.

Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level of the position being filled. For all assignments above the full performance level (FPL) the higher-level duties must consist of significant scope administrative independence complexity 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.


Reference: For more information on this qualification standard please visit 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: See VA Directive and Handbook 5019.