Supervisory Medical Support Assistant

Veterans Health Administration; Morristown (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

The Veterans Health Administration Morristown CBOC is seeking a Supervisory Medical Support Assistant to lead administrative operations within a diverse healthcare team. You will oversee scheduling, patient flow, and serve as a point of contact for inter-professional clinics.

The role emphasizes staff supervision, policy implementation, and coordination of care for Veterans and caregivers, ensuring accurate routing of clinical questions to the right staff.

Qualifications

• One year of experience leading or supervising MSA or equivalent staff.
• Experience in scheduling for clinics and coordinating with inter-professional teams.
• Ability to route clinical questions to appropriate staff.

Responsibilities

• Supervises MSAs across multiple clinics and determines staffing needs.
• Provides guidance on policies and procedures to staff.
• Acts as liaison between patients, staff, and interdisciplinary teams.

Skills

Clinic leadership

Staff supervision

Scheduling and workflow management

Interdisciplinary collaboration

Customer service

Education

High school diploma / GED / proficiency certificate

Job description

The incumbent serves as Supervisory Medical Support Assistant (MSA) at the Morristown Community Based Outpatient Clinic (CBOC) as part of an inter-professional healthcare team. Supervisory MSA provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver. The Supervisory MSA is responsible for routing clinical questions to appropriate clinical staff. 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

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• 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.
• Licensure/Certification/Registration. None
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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-08(a)

Experience: One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Examples of specialized experience include, but are 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.

AND,

Demonstrated Knowledge, Skills, and Abilities

Candidates must demonstrate all of the KSAs below:

1. 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.
2. 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.
3. 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.
4. Ability to provide briefings, orientations, staff development, and training in a patient support setting.
5. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

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 primarily sedentary and walking. The work requires the ability to handle multiple demands simultaneously in dealing with a wide variety of clients on a daily basis. Tasks will require prolonged use of computers. There are lengthy periods of sitting, interrupted by intervals of walking and climbing stairs about the medical center to make the many personal contacts required of this position.