Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant serves in Community Care Referral Coordination and provides full supervisory oversight of Lead and Advanced MSAs. The incumbent plans and directs consult scheduling operations, assigns and evaluates work, resolves complex patient service issues, identifies training needs, evaluates performance, and analyzes data to support performance measures and senior management.

The Supervisory Medical Support Assistant (MSA) serves in Community Care, Referral Coordination, and is responsible for the day-to-day operations of the Referral Coordination Initiative scheduling process. The incumbent plans and directs consult scheduling activities and has full supervisory responsibility for a Lead Advanced Medical Support Assistant (AMSA) and multiple Advanced MSAs. Major duties include, but are not limited to: Plans, organizes, and directs consult scheduling activities and the daily operations of the Referral Coordination scheduling process. Assigns and evaluates the work of subordinate staff and ensures patient service needs are met. Resolves complex problems affecting patient services, scheduling operations, and workflow. Identifies educational and training needs of subordinate staff and ensures appropriate staff development. Evaluates employee performance and takes appropriate disciplinary action when necessary. Makes final decisions regarding selections for subordinate positions. Evaluates new products, equipment, and systems and makes recommendations to improve operations. Extracts and analyzes data and prepares reports in support of performance measures for senior management. Monitors workload, backlogs, deadlines, and other operational issues and elevates non-routine or highly technical problems as appropriate. Communicates and collaborates with physicians, registered nurses, and other allied health professionals to support effective patient care and administrative operations. Maintains the confidentiality and security of sensitive patient and administrative information. Provides courteous, tactful, and respectful service to patients, visitors, staff, and other customers and handles conflicts constructively and appropriately. Work Schedule: Monday-Friday, 8:00AM-4:30PM Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 60816F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. This position requires the application, assessment, and questionnaire to be fully completed. The assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ([external link] Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.