Supervisory Medical Support Assistant

Clarification from the agency

Current, Permanent employees of the Milwaukee VA Medical Center (includes CBOCs & VCS). NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

The Supervisory Medical Support Assistant serves as the direct line supervisor for assigned Lead Medical Support Assistants and Advanced Medical Support Assistants (AMSA) and is responsible for the operation and efficient management of the AMSA work. It is expected of this position to maintain working knowledge of all associated departmental areas, policies, and procedures in addition to national scheduling directives.

The Supervisory MSA duties include but not limited to:

• Assigning and evaluating the work of subordinate staff
• Resolving complex problems to ensure patient services are met
• Evaluating new products, equipment, and systems in order to make recommendations for improved operations
• Identifying educational or training needs and implementing education or training to meet the needs
• Participating in subordinate staff interviews and collaborating with senior leadership to make final decision on selections
• Evaluating the performance of subordinate staff
• Evaluating and managing scheduling productivity of subordinate staff
• Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management.
• Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor.
• Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record.
• Responsible for maintaining the confidentiality of information obtained to carry out required duties.
• Routinely communicate with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.

Telework: Not Available. This position is required to be on station full-time in Milwaukee, WI.
Virtual: This is not a virtual position
Work Schedule: Monday- Friday 7:30 am - 04:00pm
Functional Statement #:00568F
Relocation/Recruitment Incentives: Not Available
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/30/2026.

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: Must be proficient in basic written and spoken English.
• Education/Experience:
  • Experience. No experience required.
  • Education: Must possess a High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

Grade Determinations: In addition to the basic requirements, you must meet the grade specific requirement:

GS-08 Specialized Experience: One (1) year of specialized experience equivalent to the GS-07 grade level, leading or supervising MSAs or equivalent administrative patient support staff in a medical inpatient, outpatient or interdisciplinary setting. Specialized experience must include the ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines; skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations; ability to provide staff development and training; ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner; ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work; and the ability to review and monitor data to ensure all reports are complete and accurate; advanced knowledge of managing a clinic; advanced knowledge of policies and procedures associated with operational activities that affect patient flow, patient care, and the revenue process; and advanced knowledge of medical terminology.
AND
Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, the candidate must demonstrate the following KSAs:

• Ability to provide the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancement.
• 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.

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-08.

Physical Requirements The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

To apply for this position, you must provide a complete Application Package which includes:

• Resume
• SF-50/ Notification of Personnel Action

Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.

Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (VA)
• Other (1)
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Next steps