Supervisory Medical Support Assistant

Total Rewards of a Allied Health Professional

Major duties include but are not limited to the following:

• Plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader and 15 MSAs. Assignments at this level include but are not limited to: assigning and evaluating the work of subordinate staff; 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 recommendation for awards and advancement and taking disciplinary action when necessary.
• Has full administrative and professional responsibility for planning and directing the MSAs activities organizes work sets priorities and delegates tasks and responsibilities in order to meet deadlines.
• Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. 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.
• Works collaboratively in an interdisciplinary coordinated care delivery model for Primary Care/PACT clinics Surgical Services Medical Services Integrated Service Inpatient Wards including the Community Living Center the outpatient clinics/firms and/or inpatients wards Specialty Clinics Emergency Department and Compensation and Pension performs all related duties customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA Staff for one or more outpatient clinics.
• Must assist with clinic access contingency plans by adjusting appointment times location or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• Supports patient safety standards using the correct Veterans Affairs identification in accordance with VHA Directives.
• When assisting the MSA staff in check-in process he/she must use each interaction with the patient to validate and update patient demographic information either in person during check-in or over the phone to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect numbers.
• Assures MSA staff explains the VAs mandate to collect insurance information to veterans their families and other eligible patients. Assures staff collects scans and updates health insurance information serving a major role in the revenue process.
• Contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of My HealtheVet (MHV) and VA Online Scheduling (VAOS).
• Applies discernment and sensitivity when performing tasks requiring resolving issues accurately and timely. Facilitates any necessary follow-ups so as to ensure satisfactory resolution.

• 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 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.

All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to clearly demonstrate your experience in your application package may result in disqualification. All applicants are encouraged to submit responses to each Knowledge Skill and Ability (KSA) on a separate document.

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.
• 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
• 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.

1. 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.
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.