Supervisory Medical Support Assistant

Veterans Health Administration • Richmond, VA

8d • Onsite

About The Position

The Supervisory Medical Support Assistant (MSA) in Central Virginia VA Health Care System (CVHCS), Fredericksburg, VA, reports to the Health Administration Services (HAS) as part of an interprofessional healthcare team. Supervisory MSA provides support across multiple ancillaries and interprofessional clinics and determines the needs of the Veteran/caregiver. The Supervisory MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.

Requirements

• Must be a U.S. Citizen to apply for this 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
• Effective May 7, 2025, driver's licenses or state-issued dentification 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 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• 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).
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• One year of creditable experience equivalent to the next lower grade.
• 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.
• 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.
• 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 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 VA medical inpatient, outpatient, or interdisciplinary setting.

Responsibilities

• 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.
• Works collaboratively with CVHCS programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
• Have 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.
• Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within CVHCS or directs the contact to the appropriate discipline within HAS or department for resolution.
• Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
• Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.
• Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
• Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
• Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
• Provides high-quality customer service to Veterans and their families/caregivers.
• Communicates tactfully and effectively to customers.
• Resolves Veteran complaints as appropriate.
• Performs duties as assigned to ensure efficient and effective operations.
• Other related duties may be assigned.
• For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrate independence, complexity (difficulty) and race of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
• The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities.
• 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.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
• Contact the hiring agency for more information on the specific benefits offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED