Supervisory Medical Support Assistant

Baltimore, Maryland
Oct 27, 2021
Nov 03, 2021
Full Time

The Supervisory MSA is the direct manager to all the staff under their supervision. The supervisor will direct programs at this medical center and have full supervisory responsibility over their assigned programmatic area(s).

The major duties and responsibilities include but are not limited to:

Resolves problems or complaints from VA beneficiaries and/or family regarding Medical Administration Service functions of the section.
Responds to all inquires received in the section (both written and oral) in an accurate and timely manner. These include inquires from Veterans, their families, congressional or service organizational representatives, and outside health care agencies (such as private hospitals, doctors, private vendors, etc.
The incumbent may be assigned committee membership or represent the service at committee functions or meetings. When assigned, effectively participates and makes recommendations, keeping management informed of issues affecting the section or the service.
Monitors, through constant observation, all verbal communications by section personnel with Veterans, families or representative, the professional manner.
Responsible for origination and planning work assignments, work schedules and coverage of area in the section, ensuring the provision of high quality service and support, and for maintaining maximum employee performance.
Responsible for taking action related changes in methods. Work assignment, section workload or unexpected absence of employee, problem veterans, or of any impending backlogs in the section.
Ensures that all required and requested report, memos, time studies, systematic reviews, audits, letter, etc., are submitted accurately and within the specified time to the immediate supervisor.
Provides the service with written or verbal reports on resources needed to provide proper staffing of the section to facilitate proper patient care and of budgetary requirements.
Responsible for managing proper and accurate application of Title 38 U.S.C. and other regulatory directives relation to the determination of eligibility and entitlement to medical, prosthetics and dental benefits.
Responsible for managing all accountability for all scheduling functions. This includes making, changing, and cancelling patient appointment s in accordance with clinic profiles and special instructions, as well as applicable VHA regulations governing the scheduling process.
Incumbent will review completed work for timeliness, use of proper procedure and quality of products based on operator log, system reports, trouble reports and/or customer comment. ·

Work Schedule: Monday - Friday, 7:30 until 4:00 pm
Telework: Not Available
Virtual: This is not a virtual position
Position Title/Functional Statement #:Supervisory Medical Support Assistant/PD000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required


Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to a background/security investigation
  • Must be proficient in written and spoken English
  • Selected applicants will be required to complete an online onboarding process
  • Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP)


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.
  • English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
  • Experience. One year of experience equivalent to the [GS-7] grade level [leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
  • Education. One year above high school;
  • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  • Certification. None required.

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: In addition to the basic requirements above, applicants must meet the following experience: One year of experience equivalent to the next lower grade level (GS-07).

Assignment. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignments at this level include, but are not limited to: evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:
  • 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.
  • 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.

  • References: A Handbook 5005/117, Part II, Appendix G-45, dated August 1, 2019

    The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-08 to GS-08.

    Physical Requirements: Typically, the Advanced Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity.


    IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

    Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: . If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: .

    Additional information

    Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

    This job opportunity announcement may be used to fill additional vacancies.

    It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

    This position is in the Excepted Service and does not confer competitive status.

    VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

    Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

    If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .

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