Supervisory Medical Support Assistant - Scheduling Trainer
What you'd do
The incumbent serves as the Supervisory Medical Support Assistant (MSA) within Integrated Care Services (ICS), overseeing medical administrative operations for Outpatient Clinics and Health Care Centers across the Health Care System. ICS supports patient care through functions such as intake and processing, eligibility, insurance verification, scheduling, travel coordination, transfers, records management, transcription, revenue-cycle activities, and coding.
Major duties
Total Rewards of a Allied Health Professional The Supervisory Medical Support Assistant (MSA) is responsible for supervising administrative functions that directly impact patient access, clinical efficiency, revenue-cycle operations, and regulatory compliance. The role integrates leadership, staff development, process oversight, and interdepartmental coordination to ensure outpatient services operate smoothly, efficiently, and in alignment with VHA standards. Key duties include develop training programs, conduct training sessions, assesses training needs and effectiveness, provide coaching and support, maintain training records and compliance, supervising staff, evaluating performance, resolving patient-service issues, and addressing employee concerns. The incumbent supports the Chief of Operations and Associate Chief of Staff, contributing to decisions that impact daily operations and program development. Additional responsibilities include data extraction, analysis, and report preparation to support performance measures, insurance capture, and workload monitoring. The incumbent collaborates with HIMS and Quality Management to ensure medical-record practices meet TIC, ROI, and privacy standards. They participate in cross-service meetings, help establish short- and long-term goals for outpatient areas, and represent ICS on committees or task groups. Work Schedule: Monday - Friday 8:00 a.m. - 4:30 p.m. Relocation Incentives: Not Authorized Pay: Competitive salary and regular salary increases 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) 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 Available Virtual: This is not a virtual/remote position. Functional Statement #: 56200-F
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/25/2026. Basic Requirements: Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). 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. Licensure/Certification/Registration. None. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. 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). Supervisory Medical Support Assistant, GS-07 Grade Determination: Experience. One year of creditable experience equivalent to the next lower grade (GS-6). Experience includes answering questions for lower graded staff relating to health care services in an inpatient or outpatient setting; monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow; assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as a liaison between MSA and staff to resolve day to day conflicts. Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs: Ability to provide the full range of administrative and supervisory duties 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 related to administrative functions in a patient support setting. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Assignment. For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope, complexity, difficulty, and variety. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. Preferred Experience: Designing, Delivering, and Evaluating Training Programs for Healthcare Operations Experience Managing Multi Clinic Administrative Workflows with Training Reinforcement Experience Extracting, Analyzing, and Reporting Operational Data to Support Training and Performance Improvement Experience Applying Federal/Agency Policies and Translating Them into Staff Training & Operational Practice Experience Using Data and Reporting to Drive Training Improvements. 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-7. Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation and would generally not require a pre-placement examination.
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