Supervisory Medical Support Assistant (MSA)

Quick Facts

• Position: Supervisory Medical Support Assistant (MSA), GS-8
• Focus: Supervising medical support staff and ensuring accurate scheduling and patient access

Description

The Supervisory Medical Support Assistant provides direct line supervision to Lead Medical Support Assistants and Medical Support Assistant (MSA) staff, planning and directing programs for medical centers and/or satellite outpatient clinics. The role includes full administrative and professional responsibility for planning and directing MSA activities, ensuring front-line contact quality, and requiring tact and diplomacy when working with veterans and families. You will also manage scheduling functions using VHA scheduling directives, review consults and waitlists daily, and support interdisciplinary care models.

Responsibilities

• Plan, direct, and supervise MSA staff (including assignment and evaluation of work)
• Resolve complex problems to ensure patient services are met
• Evaluate new products/equipment/systems and recommend improvements
• Identify training needs; provide orientation, briefings, and staff development
• Provide customer service and maintain compliance with VA policies and regulations
• Extract and analyze data to produce reports supporting performance measures
• Schedule appointments and manage the Electronic Waiting List and related workflows using patient input (in person or by phone)
• Notify leadership when clinic access is below desired levels or mandated timeframes cannot be met
• Perform daily review of active/pending consults, Electronic Waiting List, recall list, and Audiocare communications
• Coordinate clinic access contingency plans (adjust times/locations/dates, shift patients as coverage conflicts arise)
• Independently manage responsibilities with minimal supervision; set priorities and deadlines
• Support interdisciplinary models (PACT, Specialty, MH) and maintain outpatient clinic appointment schedules

Requirements

• U.S. citizenship
• Proficiency in written and spoken English
• Completion of required online assessment and onboarding; background/security investigation
• Pass pre-employment TB examination and meet seasonal influenza vaccination requirement
• Male applicants must meet Selective Service registration requirements
• High school diploma/GED/equivalent or proficiency certificate
• GS-8 experience: 1 year equivalent to GS-7 supervising/leading MSAs or equivalent administrative patient support staff in a non-VA inpatient/outpatient/interdisciplinary setting
• Demonstrated KSAs covering supervision/work assignment and evaluations, customer service/interpersonal skills, staff training/orientation, fiscal management/forecasting, and advanced clinic patient-support leadership

Benefits

• Competitive salary and regular salary increases
• Paid Time Off: 37–50 days annually (annual leave, sick leave, and Federal holidays)
• Parental leave (after 12 months of employment)
• Child care subsidy eligibility (after 60 days of employment, based on income)
• Retirement: traditional federal pension and federal 401(k) with employer contributions up to 5%
• Federal health/vision/dental/term life/long-term care insurance options
• Benefits eligibility depends on position type (full-time/part-time/intermittent)