Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant is under the general supervision of the Assistant Chief (Admin) of CC who provides program goals and objectives. The incumbent is responsible for planning and carrying out the assignment resolving most of the conflicts that arise during the execution of the assigned duties coordinating the work with others as necessary and interpreting policy on their own initiative in terms of established some assigned duties the incumbent also determines the approach to be taken and the methods to be used. The incumbent keeps the Assistant Chief of CC/Supervisor informed of any concerns that may arise in the ability to complete the assigned duties or in the case of potentially controversial matters. Incumbent serves as a key point of contact for Veterans or beneficiaries seeking treatment or requesting information relative to their care in the community.

Major Duties include but are not limited to:

• Assign work to employees evaluates work of subordinate staff monitor workload and clinical volume and monitor clinical competencies.
• Responsible for managing Human Resource aspects of service operations including hiring process disciplinary action and Labor/Management relations. Responsible for resource management and distribution assessing staffing levels and needs space planning and assessing equipment and technology needs along with corresponding requests for needed resources.
• Prepares performance plans and performance evaluations; recommendations for appointment awards advancements and ensuring new hires are properly vetted. Incumbent monitors staff competencies and updates staff competency folders in accordance with all regulatory guidelines and identifying continuing education and training needs.
• Skillful in interpersonal relationships and conflict resolution. Complies with and ensures that Department of Veterans Affairs EEO guidelines are followed within the Service.
• Supervise direct and manage a diverse MSA staff and is involved to on-the-job team problem solving; developing implementing and evaluating improvements to work processes and identifying continuing training needs. Supports and is involved in teamwork and/or team building both within the incumbents Service and other Services.
• Responsible for a full range of functions associated with the daily operation of the assigned clinic ensuring that referrals for the section are processed treatments are provided and documentation is completed according to TJC CARF and service policies.
• Provides advanced professional oversight and consultation to MSA staff and evaluates complex processes with great autonomy. Incumbent develops and implements new processes and provides guidance for MSA staff.
• Consults with medical staff through patient presentations clinics and conferences.
• Responsible to continually evaluate the success of ongoing improvement projects programs and recognizes the need for new programs. As the need for new programs is identified the incumbent must develop and initiate new treatment programs which apply current research finding.
• Monitors inventory projects equipment and supply needs for treatments and submits requests of those if indicated.
• Responsible safe operations of the clinic ensuring the safe environment the work area is secured and equipment is clean.
• Possesses subject matter knowledge of the organization and Service in order to respond to requests inquiries problems and to identify and communicate any discrepancies in scheduling or improperly completed orders. Incumbent must be able to follow extensive guides in form of instructions manuals regulations and precedents that apply to the work. Incumbent uses own judgment in locating and selecting appropriate guidelines policies procedures and other sources and adapts them according to the circumstances of the specific situation.
• Responsible for data collection and validation. He/she will ensure that encounter errors (e.g. open encounters) and appointment wait time errors are corrected timely. He/she will also ensure that consults are addressed by staff in a timely manner. This will include setting goals assigning and reviewing g work setting deadlines and taking corrective action when goals are not met.
• Meets the needs of customers while supporting VA missions. Communicates and treats customers in a courteous tactful and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Work Schedule: Full Time; Work schedule will be determine upon selection
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): 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.

• 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.

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.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy.
• Experience : None
• Education: Education. High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.

1. Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources decision making and 13 empowering the team to collaborate and resolve problems within a complex systems environment.
2. 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.
3. 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.
4. Ability to provide briefings orientations staff development and training in a patient support setting.
5. Ability to manage fiscal matters forecast resource and equipment needs and identify budget needs.