Supervisory Medical Support Assistant

Quick Facts

• Role: Supervisory Medical Support Assistant (GS-8)

• Work schedule: Monday–Friday, 8:00am–4:30pm (schedule may change based on service needs)

• Telework: Ad-hoc telework may be available with supervisory approval

• Virtual: Not a virtual position

Description

The Supervisory Medical Support Assistant provides technical and administrative supervision to Medical Support Assistants to ensure efficient clinic operations and compliance with VA policies, procedures, and regulations. The role manages scheduling and consult management to support Veteran access to care, while ensuring accurate and complete documentation in CPRS.

Responsibilities

• Provide technical and administrative supervision to MSA staff; assign, prioritize, and monitor workloads.
• Develop performance standards, evaluate performance, ensure staffing coverage, and manage workload distribution and resource utilization.
• Identify staffing and equipment needs, monitor backlogs, evaluate workflows, and recommend improvements to leadership.
• Collaborate with Scheduling Managers, Community Care Managers, clinical services, and Business Office leadership to resolve operational issues and improve productivity.
• Conduct weekly quality assurance audits to verify scheduling accuracy, consult management, regulatory compliance, and adherence to standards.
• Develop monitoring tools, analyze operational performance, and submit weekly, monthly, and quarterly reports by deadlines.
• Provide guidance, counseling, and training; resolve minor complaints; address performance/conduct concerns and support staffing actions.
• Identify training needs, maintain competency records, review staff competency folders, and ensure compliance with EEO, safety, personnel, and conduct requirements.
• Attend VISN and national scheduling meetings; implement updated directives and ensure staff adoption of new technologies and processes.
• Review MSA work for accuracy, completeness, and compliance with applicable laws, regulations, scheduling directives, and healthcare administrative procedures.
• Oversee appointment scheduling and consult management with VA facilities, contracted providers, and community care providers according to regulations and Veteran preferences.
• Assist with complex scheduling/consult issues and resolve access barriers to reduce delays, transfers, and disruptions in care.
• Monitor electronic records and consult tracking; ensure appropriate integration into CPRS.
• Evaluate operational processes, implement corrective actions, and support continuous quality improvement.

Requirements

• U.S. citizenship
• Selective Service registration (for eligible males)
• Proficiency in written and spoken English
• Subject to background/security investigation
• Complete onboarding and pre-employment requirements (including I-9)
• Participation in the seasonal influenza vaccination program
• High school diploma, GED, or equivalent proficiency certificate
• One year of creditable experience equivalent to GS-7 (workload assessments, staffing coverage, training evaluation, complex scheduling/access workflow support, accurate appointment scheduling, staff guidance, work schedules, and liaison responsibilities)
• Demonstrate required KSAs, including advanced clinic staff leadership, ability to perform full supervisory duties, customer service/interpersonal skills, training/briefing abilities, and fiscal/resource forecasting capability

Benefits

• Paid time off: 37–50 days of annual paid time off per year (annual leave, sick leave, and federal holidays)
• Parental leave: up to 12 weeks paid after 12 months of employment
• Child care subsidy eligibility after 60 days for qualifying full-time employees
• Retirement: traditional federal pension (with 5-year vesting) and federal 401K with up to 5% in contributions
• Insurance: federal health/vision/dental/term life/long-term care options
• Ad-hoc telework may be available with supervisory approval