Supervisory Medical Support Assistant

Veterans Health Administration • Sheridan, WY

10d • Onsite

About The Position

The Supervisory Medical Support Assistant (MSA) is located within the Sheridan VA Healthcare System in Sheridan, Wyoming, and serves as the direct-line supervisor for Lead Medical Support Assistants and MSA staff supporting Direct Care Clinics, including PACT and Specialty Care. The position oversees MSA staff at medical centers and/or outpatient clinics and carries full supervisory and administrative responsibilities.

The supervisor coordinates patient support in Primary Care and Specialty Clinics, ensuring timely and appropriate care through effective appointment scheduling, consult and reminder reviews, and contingency planning. The role maintains patient safety and accurate records, oversees collection and updating of health insurance information, supports revenue processes, and promotes veterans’ use of MyHealtheVet. The supervisor also responds to inquiries, trains staff on VHA scheduling requirements, manages workflow priorities, participates in team meetings, and assists with programs such as Beneficiary Travel and Health Benefits.

This role extracts and analyzes data for performance reporting, identifies operational improvements and staff training needs, and manages a broad and complex scope of work with administrative independence. It requires organizational skills and adaptability to shifting priorities. The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Compressed or flexible scheduling, telework, and virtual work are not available. The full performance level is GS-8.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified U.S. citizens cannot be recruited under applicable law.
• High school diploma, GED, or proficiency certificate from a state or territorial Board or Department of Education.
• Proficiency in spoken and written English.
• 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.
• Advanced knowledge of managing or leading patient support staff in a clinic, including independent use of reference sources, decision-making, and empowering teams to collaborate and resolve problems in 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, including work assignment, performance evaluations, staff selection, and recommendations for awards or advancements.
• Ability to collaborate and communicate, demonstrate customer service and interpersonal skills with internal and external customers, and 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.
• Must complete required application steps and an online assessment; applicants who refuse testing will be denied employment.
• Must meet background and security investigation requirements, complete onboarding and acceptable identity-document requirements, and participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.
• Physical requirements are governed by VA Directive and Handbook 5019.

Nice To Haves

• Preferred: 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.

Responsibilities

• Directly supervise Lead Medical Support Assistants and Medical Support Assistant staff serving Direct Care Clinics, including PACT and Specialty Care.
• Assign work, evaluate staff performance, make hiring and selection decisions, recommend awards or advancements, and administer or recommend disciplinary actions.
• Oversee MSA staff at medical centers and/or outpatient clinics and carry out supervisory and administrative responsibilities.
• Extract and analyze data to support performance reporting for senior management.
• Identify operational improvements and staff training needs; provide briefings, orientations, staff development, and training.
• Coordinate with interdisciplinary teams in Primary Care and Specialty Clinics to support timely and appropriate patient care.
• Maintain clinic appointment schedules, ensure accurate scheduling, review clinic consults and reminders daily, and implement contingency plans when needed.
• Address patient access issues and manage workflow priorities.
• Verify proper patient identification and ensure demographic information is accurate and current.
• Oversee collection and updating of health insurance information, support revenue processes, and promote veteran use of MyHealtheVet.
• Ensure health records are properly integrated into the Computerized Patient Record System (CPRS).
• Respond to inquiries and serve as a front-line resource for veterans and their families, using professionalism, tact, and effective communication.
• Participate in team meetings and assist with programs such as the Beneficiary Travel Program and Health Benefits, as needed.
• Manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

Benefits

• Federal employee benefits package available to eligible employees and their families; specific benefits depend on position type and eligibility.
• Selected applicants may qualify to request credit for prior work or military service toward annual leave accrual, subject to approval.

What This Job Offers

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