Supervisory Medical Support Assistant

Summary

The Villages VA Clinic, part of the VA North Florida/South Georgia Health Care System, seeks an experienced, dynamic Supervisory Medical Support Assistant. The position is within Medical Administration Service (MAS), the largest administrative department in the North Florida/South Georgia Veterans Health System. Ideal candidates support quality care, VA academic hospital growth, and development. Excellent communication, teamwork, and adaptability are essential.

Duties

The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all Lead Medical Support Assistants, Advanced MSAs (AMSA) and Medical Support Assistants (MSA) in Medical Administration Service at any of the Outpatient Clinics, Community Based Outpatient Clinics (CBOCs), all interdisciplinary clinics include Specialty Mental Health and Call Center staff to support the initiative at NF/SG Health Care System. The Supervisory Medical Support Assistant will coordinate with all clinical administrators to staff in Primary Care, Specialty Clinics, Mental Health, Third Party Administrators, Community Providers as well as with staff outside the service line and at the VISN office. The Supervisory Medical Support Assistant works collaboratively with all other members of an expanded healthcare team including pharmacists, social workers, dietitians, behavior health staff, etc.. Important interfaces and collaborations also occur with larger healthcare system providers including VA and non-VA specialist, hospitals, diagnostic and treating facilities, and community-based programs. Other duties and responsibilities include but are not limited to: Supervise and direct the daily operations of Medical Support Assistant staff within outpatient clinics. Assign, monitor, and evaluate the work performance of subordinate staff and team leaders. Resolve complex administrative and patient service issues to ensure quality and timely care delivery. Recruit, select, train, mentor, and provide ongoing education and development for staff. Conduct performance evaluations, provide feedback, and initiate corrective or disciplinary actions when necessary. Analyze operational data and prepare reports to support performance measures and management decisions. Coordinate administrative support activities among clinical staff, patients, and healthcare providers. Oversee appointment scheduling processes and ensure compliance with VHA scheduling directives and consult management requirements. Develop and implement contingency plans to address clinic 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 (HIPAA), eligibility requirements, and confidentiality standards. Provide exceptional customer service and address patient concerns with professionalism, tact, and compassion. Review active and pending consults, Audiocare communications, and scheduling activities to ensure timely disposition. Participate in interdisciplinary teams, daily huddles, committees, LEAN initiatives, and process improvement efforts while supporting clinic operations, enrollment, eligibility, and beneficiary travel programs as needed. Total Rewards of a Allied Health Professional Work Schedule: Monday - Friday: 8:00 am to 4:30 pm. (Note: Work schedules are determined and approved by the supervisor. The Supervisory Medical Support Assistant may be required to work various shifts on a permanent or temporary basis based on facility/patient care needs). Compressed/Flexible: Not available Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 51010-F Permanent Change of Station (PCS): Not Authorized

Qualifications

Applicants pending the completion of educational requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: All applicants must meet the following basic qualifications. United States Citizenship: Must be a U.S. Citizen Education. Must possess a high school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Note: You must provide proof if you are selected for this position (such as a copy of your high school diploma, high school transcript, GED Certificate, homeschooling completion, proficiency certificate issued by a State or Territorial Board or Department of Education and/or college transcript). English Language Proficiency: In accordance with 38 U.S.C. 7403(f), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. 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). Grade Determinations: In addition to the basic requirements above, all applicants must also meet the following grade requirements to qualify for the GS-8 Supervisory MSA grade level. Supervisory Medical Support Assistant, GS-08 Experience: One year of creditable experience equivalent to the next lower grade (GS-7). For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties that consist of significant scope, complexity, difficulty, and variety. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. In addition to the experience above, you must also demonstrate the following Knowledge, Skills & Abilities (KSAs): 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. Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader