Supervisory Medical Support Assistant

Veterans Health Administration • Bath, NY

8d • Onsite

About The Position

This position is in the MVAC Community Care Program under the Chief of Staff office at the VA Finger Lakes Healthcare System. The role supervises administrative support staff and helps ensure timely, high-quality community healthcare for Veterans. It works with Community Care employees, healthcare professionals, VA staff, Veterans, and community providers to coordinate care and address patient and program needs.

The incumbent oversees the Community Care program’s administrative activities, including scheduling management, workload distribution, staff performance, quality, productivity, and compliance. The role analyzes program operations and outcomes, prepares status reports for program and senior leaders, coordinates outreach and training, and works with internal VA providers and community partners to ensure services are available and referrals are handled promptly. The position requires planning, sound judgment, effective communication, and the ability to resolve deficiencies and manage resources in a complex patient-support environment.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in written and spoken English.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
• One year of experience equivalent to GS-7 leading or supervising MSAs or equivalent administrative patient-support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Ability to perform supervisory duties for at least one subordinate MSA supervisor or team leader in a patient-support setting, including assigning work, evaluating performance, selecting staff, and recommending awards or advancements.
• Ability to collaborate, communicate, 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.
• Advanced knowledge of managing or leading patient-support staff in a clinic, including independent use of references, decision-making, and empowering teams to collaborate and resolve problems in a complex systems environment.
• Must pass a pre-employment physical evaluation and background/security investigation.
• Must meet onboarding and identification-document requirements and complete the application requirements specified in the announcement.
• Must participate in the VA seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to the stated evaluation and certification conditions.

Responsibilities

• Supervise subordinate MSA team leaders and administrative staff, including Medical Support Assistants.
• Assign work according to priorities, assignment difficulty and requirements, and employees’ capabilities.
• Ensure workloads are appropriately delegated and work is performed efficiently.
• Monitor staff administrative activities, provide feedback, complete performance appraisals, implement performance plans, and carry out disciplinary actions when necessary.
• Oversee the quality and productivity of Community Care administrative staff and independently determine how to resolve deficiencies.
• Conduct daily monitoring, coordination, and analysis of Community Care scheduling and consult management programs to ensure needed community services are available.
• Plan, organize, coordinate, and conduct administrative phases and activities of the Community Care program.
• Analyze and evaluate program and staff effectiveness in meeting established goals and objectives.
• Prepare program status reports for the Community Care Program Manager, Compliance and Business Integrity Program, and senior management at the medical center and VISN.
• Monitor productivity and compliance with local, VISN, and VACO reports and controlled correspondence.
• Coordinate outreach to community providers and Veterans Groups, explaining the Community Care Program, Mission Act, and benefits of partnering with VA.
• Work with internal VA providers to understand needs and demand, and monitor processes to ensure timely care for Veterans referred to the community.
• Support efficient use of resources and improve the timeliness of Community Care/Non-VA Care services.
• Promote a congenial atmosphere and exercise patience and realistic expectations during changing priorities and critical deadlines.
• Perform other duties as assigned.

Benefits

• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Potential credit toward annual leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with birth, adoption, or foster care placement.
• Potential childcare subsidy after 60 days of employment for eligible full-time employees and children, subject to income and program limits.
• Traditional federal pension, with five-year vesting.
• Federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs may be carried into retirement.
• Competitive salary and regular salary increases.

What This Job Offers

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