Supervisory Medical Support Assistant

Veterans Health Administration • The Villages, FL

1d • Onsite

About The Position

The Supervisory Medical Support Assistant (MSA) works in Medical Administration Service (MAS) at the Villages VA Clinic, within the VA North Florida/South Georgia Health Care System. The role provides direct supervision of Lead MSAs, Advanced MSAs, and MSAs across outpatient clinics, Community Based Outpatient Clinics, interdisciplinary clinics, Specialty Mental Health, and Call Center staff. The supervisor coordinates with clinical administrators and staff in primary care, specialty clinics, mental health, third-party administrators, community providers, other service lines, and the VISN office. The position also collaborates with the broader health care team, including pharmacists, social workers, dietitians, behavioral health staff, VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs.

The position has full administrative and professional responsibility for planning and directing MSA activities. It oversees clinic administrative operations and staff performance, ensures scheduling and consult-management practices comply with VA requirements, addresses complex patient-service and operational issues, supports staff development, and uses operational data to inform management decisions. The role also participates in interdisciplinary and process-improvement activities and supports clinic operations, enrollment, eligibility, and beneficiary travel programs as needed.

The regular schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m.; schedules may vary temporarily or permanently according to facility or patient-care needs. Compressed or flexible scheduling and telework are not available. The work is sedentary and performed in an office/clinic setting, with occasional carrying of light items and some standing, walking, bending, twisting, and stooping. The environment has minimal risks but may involve multiple tasks and stressful situations.

This is a permanent GS-8 position in the Excepted Service. Applicants must be U.S. citizens, have a high school diploma or equivalent, and meet the experience and competency requirements. A pre-employment physical evaluation and background/security investigation are required. The employee must participate in the seasonal influenza vaccination program and complete required onboarding and training.

Requirements

• U.S. citizenship.
• High school diploma, GED equivalency certificate, or qualifying state or territorial proficiency certificate.
• Proficiency in basic written and spoken English.
• One year of creditable experience equivalent to the GS-7 grade level.
• For supervisory assignments, spend at least 25% of time providing administrative and technical supervision and perform duties of significant scope, complexity, difficulty, and variety.
• Advanced knowledge of managing or leading patient-support staff in a clinic, including independent use of reference sources, decision-making, and enabling team problem-solving in a complex systems environment.
• 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 evaluations, staff selection, and recommendations for awards or advancements.
• Ability to collaborate, communicate, and demonstrate customer-service and interpersonal skills with internal and external customers to support continuity and quality 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.
• Must pass a pre-employment physical evaluation and background/security investigation.
• Must participate in the seasonal influenza vaccination program.
• Must complete application and onboarding requirements and serve a one- or two-year trial period.
• Must be able to perform essential duties safely and efficiently, including the physical demands described for the role.

Nice To Haves

• At least two years of specialty experience in a hospital or outpatient clinic setting.

Responsibilities

• Supervise and direct the daily operations of Medical Support Assistant staff in outpatient clinics.
• Assign, monitor, and evaluate the work of subordinate staff and team leaders.
• Resolve complex administrative and patient-service issues to support quality and timely care.
• Recruit, select, train, mentor, and develop staff; provide briefings, orientations, and staff training.
• Conduct performance evaluations, provide feedback, and initiate corrective or disciplinary actions when necessary.
• Analyze operational data and prepare reports supporting performance measures and management decisions.
• Coordinate administrative support among clinical staff, patients, and health care providers.
• Oversee appointment scheduling and ensure compliance with VHA scheduling directives and consult-management requirements.
• Develop contingency plans for staffing shortages, scheduling conflicts, and workload fluctuations.
• Verify and maintain accurate patient demographic, insurance, consult, and appointment information.
• Conduct monthly scheduling audits, monitor compliance, and ensure staff complete required training.
• Ensure adherence to VA policies, privacy regulations, eligibility requirements, and confidentiality standards.
• Provide customer service and address patient concerns professionally, tactfully, and compassionately.
• Review active and pending consults, Audiocare communications, and scheduling activities to ensure timely disposition.
• Collaborate with clinical administrators, interdisciplinary care teams, internal and external providers, community programs, and VISN staff.
• Participate in interdisciplinary teams, daily huddles, committees, LEAN initiatives, and process-improvement efforts.
• Support clinic operations, enrollment, eligibility, and beneficiary travel programs as needed.
• Manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Ensure subordinate staff complete mandatory training and assign job-related training.
• Follow environmental policies and procedures and support pollution prevention, waste minimization, and resource conservation.
• Support safety, occupational health, and fire-protection programs through approved standards and practices.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, including annual leave, sick leave, and 11 paid federal holidays.
• Potential credit toward annual leave accrual based on prior work or military service experience.
• 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 for eligible full-time employees and families, subject to income and other eligibility limits.
• Traditional federal pension, with five-year vesting, and 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 can be carried into retirement.

What This Job Offers

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