Supervisory Medical Support Assistant

Total Rewards of a Allied Health Professional

Call Center Supervisor: Incumbent will provide and ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments and support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of physicians physician assistants nurses nursing support staff and other members of the medical facility who provide patient care. The Supervisory MSA typically supervises 10-30 MSAs from GS-3 to GS-7 level in an assigned call centers that are aligned with a clinical service. They have full supervisory responsibility over assigned MSAs. The Supervisory MSA is an important interface with their assigned call teams and is a liaison between those services (Specialty/ PACT) and Health Administration Service (HAS) to provide a range of administrative support.

Health Benefits and Enrollment: Incumbent serves as the Supervisory MSA Enrollment and Eligibility Section with the responsibilities of supervising planning developing coordinating implementing evaluating and reporting on plans and procedures required to meet the administrative activities and programs within the section and throughout the Medical Center including all Community Based Outpatient Clinics (CBOCs).

Primary Care/Mental Health/Specialty Care/Sub-Specialty: Important interfaces and collaborations also occur with larger health care system providers including VA and non VA specialists hospitals diagnostic and treating facilities and community based programs. They have full supervisory responsibility over assigned MSAs. The employee has full administrative and professional responsibility for planning and directing the MSAs activities.

Incumbent is responsible for establishing meetings and training to discuss work problems adoption of new work processes and in-service training. With input from staff formulates training plans for all new employees and refresher training for existing employees. Schedules and encourages participation of employees in various Medical Center training programs and career development courses. Coordinates and establishes standardization written procedures and special instructions for non-routine and complex assignments for clinic staff. Under the direction of Senior HAS managers coordinates with other HAS supervisory staff to ensure standardization of procedures throughout service and section.

Incumbent coordinates leave schedules to ensure coverage of assigned areas is maintained and interfaces with other HAS Managers to seek additional resources if required and coordinates the use of float teams. Has final approval to approve annual and sick leave requests. Maintains assigned time and leave accounts and is certifying official for assigned Time and Leave Groups using the Electronic Time and Attendance program.

The Supervisory MSA prepares performance standards and functional statements ensuring they are current and accurate. Oversees performance ratings of assigned employees and makes recommendations for incentive awards. Has full authority to take disciplinary action seek advice from human resources address grievances and attempts to resolve disputes at the lowest level possible.

Orients all new staff to Health Administration Services including position within organization leave procedures functional statements and performance standards. Maintains training folders on assigned employees assigns training lead and reviews training progress frequently during performance period. Incumbent provides briefings and training when needed or as directed by management.

Work Schedule: 7:30am-4:00pm;8:00am-4: 30pm (Monday-Friday)
Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 00000
Permanent Change of Station (PCS): Not Authorized

• 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.

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:

• 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: (1) 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 (2) Education - One year above high school; or (3) Experience/Education - Equivalent combination of experience and education.
• 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 3j.

• Ability to provide the full range of administrative and supervisory duties to at least on 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.
• 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.