Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Cincinnati, Ohio

Salary Range: $58207 - $75666 Per Year

Job Summary: The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor to a unit of Telephone Operators, Schedulers, and is a foundational role within Patient Business Services at the Cincinnati VA Medical Center in Cincinnati, OH.

Major Duties:

• VA Healthcare System Serving Ohio, Indiana, and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Major Duties: Plans and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assigns and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met Evaluates new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance, and taking disciplinary action when necessary. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Works collaboratively in an interdisciplinary coordinated care model and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. S/He must assist with clinic contingency plans by adjusting appointment times, locations, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Assures Medical Support Assistant staff explains the agency's mandate to collect insurance information to veterans, their families, and other eligible patients. Contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealtheVet (MHV). Must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities Conducts weekly team meetings where patient care planning and management occur. Incumbent will assure all MSA staff are in attendance, understand processes, and receive documented minutes of the meetings. Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. May also assist other sections within Ambulatory Care & Processing (AC&P). Performs other duties as assigned Work Schedule: Monday - Friday; 8:00am to 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 91226-0 Relocation/Recruitment Incentives: Not Authorized 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. Must be proficient in the English language. Experience/Education/Combination: Experience. No experience required. *Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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: Minimum Requirements for GS-8 Level: To qualify for the GS-08 level, you must have one year of experience equivalent to the GS-7 grade level leading or supervising medical support assistants or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Experience at the GS-7 includes but is not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Candidates must also demonstrate all of the knowledge, skills, and abilities below: 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. 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 [in a patient support setting]. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 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: N/A Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying o light items such as papers, books, and/or records. No special physical demands are required to perform the work.

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 03/25/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12911936. 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: 2026-03-25