Job Summary

The Supervisory Medical Support Assistant (MSA) oversees daily administrative operations and provides direct supervision to MSAs within the assigned service area. The incumbent ensures efficient scheduling, accurate appointment coordination, exceptional customer service, and adherence to VHA scheduling policies. The Supervisory MSA trains new staff, monitors work quality, resolves scheduling issues, and supports workflow needs to ensure timely access to care for Veterans.

Job Description

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. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy. 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, Education: High School Diploma with desire for some post high school education or equivalent experience; OR, Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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). GS-7 Supervisory Medical Support Assistant Grade Determination: In addition to the basic requirements above, all applicants must also meet the following grade requirement for a Supervisory Medical Support Assistant, GS-0679-7. They must have one (1) year of experience equivalent to the GS-6 grade level and also be able to demonstrate "ALL" the KSAs listed below: i. Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources, ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. ii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines, skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. iii. Ability to provide staff development and training. iv. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. v. 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. GS-8 Supervisory Medical Support Assistant Grade Determination: In addition to the basic requirements above, all applicants must also meet the following grade requirement for a Supervisory Medical Support Assistant, GS-0679-8. They must have one (1) year of experience equivalent to the GS-7 grade level and also be able to demonstrate "ALL" the KSAs listed below: i. 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.] ii. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customer to ensure quality/continuity of care and ensure compliance with established policies and regulations. iii. Ability to provide briefings, orientations, staff development, and training [in a patient support setting.] iv. Ability to manage fiscal matters, forecast resources and equipment needs, and identify budget needs. v. 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.] Creditable Experience: 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 an MSA or an equivalent position in a non-VA hospital or clinic setting. PLEASE NOTE: Experience must be demonstrated in Job duties on the Resume. References: VA Handbook 5005/117, Part II Appendix G45, Medical Support Assistant http://vaww.va.gov/ohrm/Directives-Handbooks/Documents/5005.pdf Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-07 to GS-08. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.