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 the "Required Documents" section below. The Supervisory MSA functions as the Supervisor, and is responsible for the planning, directing, and controlling a full range of administrative and clerical support functions as they relate to all outpatient units. This Supervisor administers a program that is broad, diversified and requires high performance and leadership qualities of the incumbent.
Major duties
Duties for the Supervisory Medical Support Assistant include but are not limited to: Provide technical and administrative supervision; oversee daily operations of the unit, ensure agency policies and priorities are followed; develop performance standards; evaluate work performance of subordinates. Establish procedures to meet accreditation standards and consistently monitor staff to ensure services provided meet nationally accepted standards and are maximally cost effective. Analyze, evaluate, and advise on the effectiveness of work methods and procedures, organizations, space and manpower utilization, management controls, information and documentation systems and similar functions of management. Manage and prioritize resources in a cost-effective and efficient manner. Develop workload-based staffing standards. Ensure staff use current tools and conform to current directives and policy. Conduct surveys and reviews to ensure that optimal program efficiencies are achieved, and those resources are being appropriately and fully utilized. Provide effective planning direction by identifying needs and potential issues/concerns, deciding flexibilities in operations and constructive cost-effective approaches to the resolution of problems. Hear and resolve minor complaints; refer serious unresolved complaints to a higher-level supervisor or manager; effect minor disciplinary measures and recommend action in more serious cases. Interview candidates for positions; recommend appointments, promotions, and reassignments to unit positions; Ensure personnel follow operational, safety, personnel and conduct requirements. Monitor daily staffing levels and ensure equal distribution of workload/coverage daily. Manage all aspects of the assigned MSAs and the leads in the team. Adhere to VHA policy regarding scheduling. Ensure use of standardized tools including Consult Toolbox, VSE, ICB scanners, etc. Identify workload backlogs and potential procedural problems by observation/monitoring of team activities; bringing concerns to the attention of the Scheduling Manager or Community Care Manager as appropriate. Provide weekly, monthly and quarterly reports within established time frames and report to the supervisor. Collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Review staff competency folders regularly to ensure current information and that staff are capable and competent. Identify and provide for training needs; find ways to improve production or increase the quality of work within the area of authority. Attend VISN and national calls on scheduling and access; disseminate to staff; update competency folders with changes. Assist with contacting Veterans to explain pending or new consult requests, recalls or orders for complex situations. Ensure that Veteran appointments are made based on current access and regulations. Ensure patient needs are met. Effectively communicate with providers both orally and in writing. Incorporate training and education modules into teams. Oversee adoption and utilization of new tools, technologies, and SOPs into staff and facility work plan. Screen/receive phone calls courteously and timely, provide information using privacy rules and established clinic processes. Perform quality control and monitoring, ensuring patient documents are linked to the correct consult and closed accurately. When records are received, ensure that necessary health/administrative information is integrated into Computerized Patient Record System (CPRS). Work Schedule: Full Time; Monday - Friday, 0800-1630. Duty Location: Ernest Childers VAMC, 8921 S Mingo Rd, Tulsa, OK 74133 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) Functional Statement #: 54008A
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). Grandfathering Provision: Employees in VHA in this occupation, under a permanent, appropriate, and legal placement effective February 5, 2026 of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply: 1. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard. 2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. Grade Determinations: 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. 1. Experience: One year of experience equivalent to the GS-7 level. For all Lead assignments the Lead MSA must spend at least 25% or more of their time performing lead duties. The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include but are not limited to 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 staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. 2. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: 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. 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. 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. References: For more information about the qualification standard for the Medical Support Assistant series, GS-0679, visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-8. Preferred Qualifications: Leadership, Problem Solving, Conflict Resolution 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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