Supervisory Medical Support Assistant

Veterans Health Administration • Fort Harrison, MT

7d • Onsite

About The Position

The Supervisory Medical Support Assistant works collaboratively in an interdisciplinary coordinated-care model, participating in daily team huddles and weekly meetings where patient care is planned and managed. The incumbent independently manages responsibilities, establishes priorities and deadlines, and adjusts work sequencing to meet team and patient needs. The position plans and directs programs at satellite outpatient clinics and supervises medical support staff within the Health Administration Department.

The role oversees clinic and medical-center scheduling, staffing, training, performance management, and operational processes. It supports veteran-centered service, coordinates patient flow and follow-up care, analyzes scheduling and access metrics, and helps ensure compliance with VA policies and the protection of sensitive information. The position is onsite and follows a Monday–Friday, 8:00 a.m.–4:30 p.m. schedule. The full performance level is GS-8.

Requirements

• U.S. citizenship, subject to the stated VA exception for recruiting qualified citizens.
• High school diploma, GED equivalency certificate, or state- or territorial-level education proficiency certificate, unless covered by the grandfathering provision.
• Proficiency in written and spoken English.
• One year of experience equivalent to the GS-7 level, including workload assessment and assignment, staffing coverage, training-record review and needs assessment, support for complex procedures and clinic flow, accurate and timely appointment scheduling, guidance on policy and procedure changes, employee scheduling, and liaison work to resolve day-to-day conflicts.
• Advanced knowledge of managing or leading patient-support staff in a clinic, including independent use of reference sources, decision-making, and empowering teams to resolve problems in complex systems.
• Ability to perform the full range of administrative and supervisory duties for at least one subordinate MSA supervisor or team leader, including work assignment, performance evaluation, staff selection, and recommendations for awards or advancement.
• Ability to collaborate and communicate effectively and demonstrate customer-service and interpersonal skills with internal and external customers to support quality and continuity of care and compliance with 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.
• Ability to meet the physical requirements, including visual acuity, adequate auditory perception, clear speech, manual dexterity, extended sitting, and potentially some bending and carrying.
• Must meet Employee Health mandates, including participation in the seasonal influenza vaccination program.
• Must complete the required application steps and online assessment; meet background/security requirements; and complete the online onboarding process and required identification and education verification.
• Must serve the required one- or two-year trial period, as applicable.

Responsibilities

• Manage the performance of at least one subordinate MSA team leader, supervisor, or equivalent administrative patient-support staff member.
• Evaluate subordinate staff work, provide feedback and coaching, take corrective action as needed, establish performance standards, and conduct regular performance evaluations.
• Make final decisions on hiring, promotion, disciplinary actions, and resolution of staff complaints.
• Plan and prioritize work assignments, supervise technical and administrative functions, and lead resolution of complex administrative problems.
• Maintain staff schedules, ensure adequate clinic staffing, and adjust workload distribution to meet operational needs.
• Oversee scheduling programs for the medical center and satellite clinics, ensuring compliance with VA policies and guidelines.
• Ensure patient appointments are scheduled accurately and promptly, monitor clinic availability, and make adjustments to maximize patient access.
• Evaluate products, equipment, and systems and recommend improvements to clinic operations and efficiency.
• Provide staff training and mentorship; lead training on administrative processes, scheduling policies, and patient-management systems; and track training compliance.
• Collaborate with supervisors and department heads to align staff development with organizational goals and priorities.
• Extract and analyze data on scheduling efficiency, patient access, and clinic utilization, and monitor return-to-clinic orders, consults, and urgent scheduling needs.
• Implement corrective actions based on data analysis to resolve discrepancies and improve operational efficiency.
• Serve veterans, representatives, visitors, and VA staff courteously, tactfully, and respectfully, providing veteran-centered support and respecting patient values and preferences.
• Respond to patient inquiries about medical, personal, and administrative matters, referring medical questions to clinical staff.
• Resolve complex patient-service issues and act as a liaison among MSAs, patients, and interdisciplinary teams to resolve conflicts and administrative issues and improve patient flow.
• Coordinate with clinical staff to ensure follow-up care is scheduled and completed, addressing gaps and delays.
• Oversee clinical-flow coordination and access-to-care processes across clinics, specialties, and community resources.
• Protect sensitive data under applicable policies, including the Privacy Act of 1974, maintain confidentiality, and limit access to authorized staff.
• Use office automation software, including VISTA, CPRS, ICBWeb, ISS, and CTM, to manage patient care.

Benefits

• Federal employee benefits package is available to eligible employees; specific benefits depend on position type and eligibility.
• Potential credit toward annual leave accrual for prior work or military service, subject to request and approval before appointment and not guaranteed.

What This Job Offers

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