Supervisory Medical Support Assistant
What you'd do
**The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.** Lead a team of Medical Support Assistants to ensure efficient patient scheduling and administrative operations supporting Veteran care. Oversee staffing, workflow, training, quality, and performance while collaborating with clinical teams to improve access, maintain compliance, and deliver exceptional customer service in a fast-paced healthcare environment.
Major duties
Total Rewards of a Allied Health Professional Major duties of the Supervisory Medical Support Assistant (SMSA) include, but are not limited to: Serves as first-line supervisor for Medical Support Assistants, overseeing daily operations, staffing, workflow, scheduling, quality, and compliance while supporting Veteran access to care. Supervise, train, coach, and evaluate Medical Support Assistants. Manage staff schedules, workload distribution, and daily staffing needs. Ensure timely and accurate patient scheduling and consult management. Monitor quality, productivity, and compliance with VA policies and scheduling directives. Collaborate with clinical teams to improve patient access and resolve scheduling issues. Support process improvements, training initiatives, and adoption of new tools and procedures. Primarily sedentary administrative work performed in inpatient and/or outpatient clinical settings, with regular interaction with Veterans, providers, and multidisciplinary healthcare teams. Work Schedule: Monday - Friday, 8:00am - 4:30pm. Schedule may change due to needs of the service. Compressed/Flexible: No Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Ad-hoc telework may be available with supervisory approval. Virtual: This is not a virtual position. Functional Statement #: 52148A Permanent Change of Station (PCS): Not Authorized
What you need to qualify
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: None Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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). Grade Determinations: Supervisory Medical Support Assistant, GS-8 In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. Experience: One year of creditable experience equivalent to the GS-7 level. (Creating daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; determining training needs of MSAs to provide support across interdisciplinary settings; assisting with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA level staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.) AND Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate 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. Preferred Experience: One year of supervisory experience. 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-8. Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).
Before you apply
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