Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant will perform administrative support duties that may be performed in a Clinic-Based Outpatient Clinic (CBOC) Inpatient or Outpatient Clinic. The Supervisory MSA at this level plans and directs programs at a medical center and/or satellite outpatient clinic and is delegated full supervisory responsibility. The Supervisory MSA has full responsibility for supervising subordinate staff; resolving complex problems to ensure patient services are met; making final decisions on hiring selection; time and leave; managing clinic closures (blocking/cancellations); evaluating performance and taking disciplinary action when necessary. Works collaboratively with facility programs services and interprofessional coordinated care team members to facilitate access to care through focused efforts on meeting the needs of Veterans via various available contact modalities to include but not limited to telephone calls secure messaging chat text messaging and videoconferencing.

• Demonstrates Courtesy and Professionalism: As frontline contact with patients and staff the Supervisory MSA sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.
• Meets Communicates and Interacts. Demonstrates ability to meet communicate and interact withindividuals from varying backgrounds and with other health care team members in order to complete job assignments.
• Operates Computerized Programs. Demonstrates ability to use various types of office automation equipment and software to include ability to set up organize and maintain record systems. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information per HIPAA requirements.
• Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor.

Work Schedule: Monday-Friday; 7:00 am-3:30 pm
Compressed/Flexible: Not authorized
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 91467-A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position you must complete all required steps in the process. In addition to the application and questionnaire this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 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).
• Complete all application requirements detailed in the Required Documents section of this announcement.

Trial Period: As a condition of employment for accepting this position you will be required to serve a 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

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. 7407(a).
• 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. (Transcripts Required)
• Licensure/Certification/Registration: None
• Grandfathering Provision. Employees in VHA in this occupation under a permanent appropriate and legal placement on the effective date of the qualification standard are considered to have met all qualification requirements for the grade and/or assignment held including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed the following provisions apply:

1. 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.
2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet 5 the full VA qualification standard requirements in effect at the time of re-entry to the occupation.

NOTE: This provision is not intended to regularize appointments/ placements.

• 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.
• Physical 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 Requirements:

GS-08

Creditable Experience

• Knowledge of MSA Practices. To be creditable the experience must have demonstrated the 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/non-paid employment as a MSA or an equivalent position in a non-VA hospital or clinic setting.
• 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. For all assignments above the full performance level the higher-level duties must consist of significant scope administrative independence complexity (difficulty) and a range of varieties as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
• Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example a MSA employed 20 hours a week or on a 1/2-time basis would receive one full-time work week of credit for each two-weeks of service.

Grade Determinations:

Supervisory Medical Support Assistant GS-8

a) Experience. One year of creditable experience equivalent to the next lower grade

(b) Assignment. The Supervisory MSA has full responsibility for supervising subordinate Advanced Medical Support Assistant within the service. 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; time and leave; managing clinic closures (blocking/cancellations); evaluating performance and taking disciplinary action when necessary. Works collaboratively with facility programs services and interprofessional coordinated care team members to facilitate access to care through focused efforts on meeting the needs of Veterans via various available contact modalities to include but not limited to telephone calls secure messaging chat text messaging and videoconferencing.

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

(a) 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.
(b) 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.
(c) 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.(d) Ability to provide briefings orientations staff development and training in a patient support setting.
(e) Ability to manage fiscal matters forecast resource and equipment needs and identify budget needs.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-8.

Note: You must provide detailed information of your experience performed. Information such as I was a Medical Support Assistant Lead is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title duties month and year start/end dates AND hour worked per week.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

PHYSICAL REQUIREMENTS: The work is mostly sedentary. It typically requires sitting with sustained periods of concentration. There will be some walking standing bending and carrying of relatively light objects. The position may also require stooping reaching lifting pulling and other moderate exertion or strain. The incumbent may occasionally have to walk some distance to meetings.