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Summary The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all Medical Support Assistant staff and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative and Specialty Clinics to include Compensation and Pension (C&P), Community Living Center and the Community Based Outpatient Clinics (CBOC). Responsibilities The Supervisory Medical Support Assistant position is located at the Riverview VA Outpatient Clinic. Supervisory Medical Support is responsible for sharing accurate appointment management and the coordination of all administrative information between the professional staff and the patient. Overseeing verifying demographic information, scheduling appointments, collecting insurance information, data entry administrative maintenance and administratively managing consultation request and electronic waiting list and notifying the patient of his/her scheduled appointment. Supervisory Medical Support Assistant duties consist of but are not limited to the following: The Supervisory Medical Support Assistant plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility. Assigning and evaluating the work of subordinate staff. Resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems. Identifying educational or training needs. Evaluating performance and taking disciplinary action when necessary. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty, C&P) for Primary Care Clinics and Specialty Clinics. Participate in the daily team huddles and weekly team meetings where patient care planning and management occur. Selection requirement: Subject to completion of a 1-year probationary period as a Supervisory Medical Support Assistant Work Schedule: Monday- Friday, 7:30 a.m.-4:00pm. Subject to change with management discretion to accommodate the needs of the VA Mission. Compressed/Flexible: Not Available Telework: Not Available Virtual: Not Available Functional Statement #: 71918F Requirements Conditions of Employment You 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. You may be required to serve a probationary period. 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. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy, VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.) English Language Proficiency. Medical Support Assistant's must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Experience and Education. Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or One year above high school; or Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Certification. None Required. Grade Determinations for GS-679-08: Assignment. Supervisory Medical Support Assistant at this level plan and direct programs at medical centers and/or satellite outpatient clinics. 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. The employee has 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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 1. 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. 2. 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. 3. Ability to provide briefings, orientations, staff development, and training in a patient support setting. 4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 5. 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-679-08. The actual grade at which an applicant may be selected for this vacancy is GS-679-08. Physical Requirements: Position is sedentary in nature, may be required to lift/carry 15-25 lbs. on minimal basis. The work is performed in an office setting. The work will involve extensive use of computer/keyboard. Other physical demands include reaching, bending, stretching, walking and carrying light loads of supplies and/or files. Education There is no substituting education for experience for this position. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.