Department: Department of Veterans Affairs
Location(s): Temple, Texas
Salary Range: $53699 - $69812 Per Year
Job Summary: The Supervisory Medical Support Assistant (Supervisory MSA) -Automated Call Distribution Phone Lines 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:
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. Experience and Education. 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, Education. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. Grandfathering 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. Grade Determinations: Experience. One year of experience equivalent to the GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignment. 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. 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: Ability to provide the full range of administrative and supervisory duties in a patient support setting, which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. 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. Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. 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 7. The actual grade at which an applicant may be selected for this vacancy is GS 7. Physical Requirements: The work is performed in the Patient Administration Service (PAS). There is a combination of potentially extended periods of sitting, standing, bending, lifting, stooping, stretching, pulling, and similar activities, pen-based computing devises, medical records, and manuals required. Incumbent must be able to travel to treatment areas with ease. However, in general, the work does not require special physical demands.
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 11/21/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12831454. 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: 2025-11-21