Medical Support Assistant (Supervisory)

Department: Department of Veterans Affairs

Location(s): Jamaica Plain, Massachusetts

Salary Range: $68865 - $89531 Per Year

Job Summary: This Medical Support Assistant Supervisory position is in Mental Health services at the VA Boston Healthcare system, located at the Jamacia Plain location.

Major Duties:

The Supervisory Medical Support Assistant serves as the supervisor for the medical support assistants including the Lead MSA assigned to the Mental Health outpatient service at VA Boston Healthcare system the Jamaica Plain Campus. Patient care within Mental Health Service is delivered through a multidisciplinary team model involving psychiatrists, psychologists, nurses, social workers, and other allied health professionals. The Supervisory Medical Support Assistant serves as a key liaison between clinical and administrative staff, ensuring smooth communication, efficient clinic operations, and adherence to access standards and regulatory requirements. The Supervisory Medical Support Assistant works under the general supervision of the Supervisory Health System Specialist, exercising independent judgment and decision-making authority within the framework of VA policies and procedures. The Supervisory Medical support assistant performs the following duties: Manages Time & Leave issues of staff in collaboration with manager Provides MSA Coverage in assigned area as required Conducts daily rounds and staff meetings with staff in assigned areas Conducts GEMBA walks, daily huddles/check-ins, or weekly site visits Provides data reports and analyzes data to support clinic operations i.e., consults, encounters, pending appointments, RTC orders, etc. Demonstrates MSA GS-6 and 7 Skills Provides evaluations, appraisals and activity results in a timely fashion in collaboration with manager Ensures scheduling staff follow scheduling guidance and have completed necessary trainings Provides monthly updates to the Medical Support Assistants regarding their scheduling audit results and insurance capture ratings Identifies educational needs and responds appropriately: Provides on the job training for all MSAs in assigned areas as needed or as assigned by manager (especially for new staff) Ensures MSA staff receive guidance, communication, and training to be effective in their roles Ensures staff have a practical knowledge of computerized data entry, information processing systems and software related to patient care. Ability to modify existing trainings to meet the needs of staff in collaboration with manager Work Schedule: Monday-Friday 8:00am-4:30pm 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: May be available Functional Statement #: F00180

Qualifications: Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. Education or Experience: One year above high school; OR Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. English Language Proficiency: Medical Support Assistants appointed to direct patient care positions must be proficient in spoken and written English. IN ADDITION TO THE BASIC REQUIREMENTS APPLICANTS MUST MEET THE FOLLOWING:GS-08: Above the full performance level Grade Determinations: In order to qualify at the GS-8 level you must have one year of experience equivalent to the GS-7 grade and demonstrate the below GS-7 KSAs GS 7 Lead KSAs: 1. Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 5. Ability to provide staff development and training. 6. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. To qualify at the GS-8 level you must have one year of experience equivalent to the GS-7 grade and demonstrate the below GS-8 KSAs GS 8 KSAs: 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. References: http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf. This can be found in the local Human Resources Office. Physical Requirements: The work is requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering other employees. Applicant may at times be exposed to stressful situations with Veterans.

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 11/20/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12825143. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Application Deadline: 2025-11-20