Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Temple, Texas

Salary Range: $59469 - $77315 Per Year

Job Summary: This position is in the Care in the Community Service at VA Central Texas Health Care System (CTVHCS), Temple, Texas. The Supervisory Medical Support Assistant (MSA) is a highly, specialized position and performs multiple duties. The incumbent collaborates with various Service Chiefs, Service Administrative Officers (AO) and Supervisors across the health care system and interfaces with VA and Community providers, hospitals, diagnostic and treating facilities, and community-based programs.

Major Duties:

• Total Rewards of a Allied Health Professional Major duties included but not limited to: Initiates personnel actions, maintains personnel related records, establishes performance standards and competencies, completes performance ratings, writes position descriptions and functional statements, and handles all matters related to counseling, disciplinary action, grievances, etc. - Assigns and evaluates work to subordinate staff (consults, notifications, authorizations, uploads, etc.) - Evaluates and manages customer service and the telephone, secure messaging, and other communication systems within the Office of Community Care - Resolves workplace issues and maintains efficient workflow - Oversees staff orientation and on-the-job training and development of SOPs - Performs all HR/personnel actions for their subordinate positions - Serves as a knowledge reference - Identifies and participates in performance improvement/systems redesign projects - Serves as a representative to Veterans and the public on matters related to the CTVHCS Office of Community Care The Supervisory MSA will assign and evaluate the work of subordinate staff; resolve complex issues to ensure patient services are met; identify educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one Lead MSA and multiple Advance MSA and MSA. Develops or updates procedures, policies, or standards. Develops an ongoing customer service program with emphasis on the first impression, interacts with patients, develops trust and setting the tone for the patient experience. Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules. Extracts and analyzes data to provide reports in support of performance measures to AO, PAS. Creates reports to identify the timeliness of referral processing and initial appointments and develops a quality-of-care monitoring program. Initiates all requests for personnel action, performance appraisals, certification of time, interviews applicants and makes recommendations to the AO, PAS for the selection. Responsible for developing and maintaining all administrative records for employees under their supervision, to include labor mapping and cost center assignments, personnel actions and records, FTE rosters and emergency preparedness plans and recall rosters. Handles all employee-labor relations issues and meets with Union as necessary to ensure a positive and productive relationship. Notifies and advises the AO, PAS of all administrative issues and concerns within the Office of Community Care. Prepares reports and participates in the annual business planning process to determine resources, tools, and equipment necessary to function efficiently and effectively. Has ability to manage fiscal matters, forecast needs, and identify budget requirements. Utilizes computerized programs and databases to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Incumbent leads and participates in staff meetings and huddles and other team meetings to manage and plan patient care; setting priorities and deadlines, adjusting workflow and sequencing of the work to meet team and patient and unit needs. The Supervisory MSA will create and maintain work environment that fosters productivity, customer service and employee satisfaction and acting as liaison between AMSA and staff to resolve conflicts. The Supervisory MSA will serve as a knowledge reference for staff regarding programs and processes conducted in the OCC. The incumbent is required to have knowledge of the Community Care processes and services. Work Schedule: Monday through Friday, 7:30 pm - 4:00 pm OR 8:00 am - 4:30 pm Recruitment Incentive (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) 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 #: Supervisory Medical Support Assistant/53373-F Permanent Change of Station (PCS): Not Authorized

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: a. Citizenship. Be a citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. Experience and Education. (1) Experience. 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. c. Certification. None required d. Grandfather Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. English Language Proficiency. LPMHCs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, chapter 3, section A, paragraph 3.j. 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: Supervisory Medical Support Assistant, GS-8 (a) Experience. One year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. (b) Assignments. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. 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. (c) Demonstrated Knowledge, Skills, and Abilities. In addition to the basic requirements, the 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. Preferred Experience: Responsible full administrative and professional responsibility for planning and directing the MSA's activities. Assigning and evaluating the work of subordinate staff. Administratively responsible for the day-to-day operations, evaluating performance and taking disciplinary action when necessary. Resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations. Considered Subject Matter Expert for Call Center or Team operations, developing standard works, updating Standard Operating Procedures and ensure consistent compliance with Directives. Responsible for providing current information regarding various regulation and new software for Call Center operations, and advise/recommend changes to maximize efficiency, and provide better customer service. Assists in computer training of new employees and resolves day-to-day conflicts/problems or requests by team member. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to management. 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-8. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

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 11/19/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12831426. 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: 2025-11-19