Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Martinsburg, West Virginia

Salary Range: $65143 - $84683 Per Year

Job Summary: The Supervisory Medical Support Assistant provides advanced leadership and administrative oversight across multiple service lines. The incumbent manages scheduling operations, consult coordination, patient flow, and administrative functions to include supervising Lead and Advanced Medical Support Assistants spanning across several specialties ensuring veterans receive timely access to care.

Major Duties:

• The Supervisory MSA manages programs at the Medical Center as well as Winchester, Hagerstown, Ft. Detrick, Harrisonburg, Cumberland and Franklin/Petersburg VA clinics and provides direction to MSAs, Lead MSAs, and subordinate supervisors supporting multiple clinical specialties across Primary Care, Specialty Medicine, Surgery, Mental Health, Diagnostics, PM&RS and NFS. The Supervisory MSA oversees hiring, onboarding, training, competency assessment, and performance management of staff working in diverse clinical areas. The supervisor develops service-specific training and acts as mentor and subject matter expert for MSA operations across disciplines. The Supervisory MSA ensures accurate scheduling and consult management across all specialties and departments. Monitors workload and patient flow in high-volume and high-acuity clinics, coordinating across services to prevent bottlenecks; standardizes business practices across multiple specialties, e.g., recall/reminder management in Primary Care, coordination of inpatient to outpatient follow-up in Surgical Service, Insurance Capture Buffer, VEText, VA Online Scheduling, Open Slot Management, Audiocare, Patient Check-In (PCI) and ensures demographics and personal information is routinely updated for all inpatient and outpatient appointments; implements contingency staffing plans to support surge clinics (e.g., flu shot campaigns, COVID response, access improvement initiatives). The Supervisory MSA sets customer service standards for MSA staff, oversees quality reviews for consult tracking, ,collects and analyzes clinic access data across all specialties and serves as the adminstrative liaison between MSAS and clinical Chiefs. Work Schedule: Monday - Friday 8-4:30 PM Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized 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 #: 613 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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 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: GS-8: Supervisory Medical Support Assistant 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 AND Must demonstrate all of the KSAS: Required GS-8 KSA'S: i. 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. ii. 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. iii. Ability to provide briefings, orientations, staff development, and training [in a patient support setting. iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. 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: VA Handbook 5005/117, Part II, Appendix G45, Dated 8/1/2019.The full performance level of this vacancy is GS-8. Physical Requirements: The work is mainly sedentary. Typically, the employee sits comfortably to do the work. However, there may be some bending, walking, standing, and carrying of light items such as patients' files, mail, and records. No special physical demands are required to perform the work.. 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.

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 03/16/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12900153. 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: 2026-03-16