Supervisory Medical Support Assistant

Clarification from the agency

This announcement will close on the closing date OR the point at which the system receives the first 50 applications, whichever comes first. NOTE: The 2-page Resume requirement does not apply to this position.

• Assigns and evaluates the work of subordinate staff, resolves complex problems to ensure patient services are met, evaluates new products, equipment, and systems to make recommendations for improved operations, identifies educational or training needs, makes final decisions on selections, and evaluates performance and takes disciplinary action when necessary.
• Works collaboratively in an interdisciplinary coordinated care delivery model and performs all related duties
• Supports patient safety standards using the correct Veterans Affairs identification of all patients
• Assures MSA staff explain the VA's mandate to collect insurance information to veterans, their families, and other eligible patients
• Assures staff collects, scans, and updates health insurance information, serving a major role in the revenue process
• Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA
• Screens/receives 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
• Trains staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities
• Participates in the daily teamlet huddles and/or weekly team meetings where patient care planning and management occurs
• Evaluates new products, equipment, and systems to make recommendations for improved clinic operation
• Performs other duties as assigned

Total Rewards of a Allied Health Professional

Work Schedule: 11am - 7:30pm
Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized
Telework: Ad-hoc

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 identification 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

Basic Qualifications

• Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience. None

Education. Must possess one of the following:

1. High school diploma or transcript (including homeschooling)
2. General Education Development (GED) certificate
3. Proficiency certificate issued by a State or Territorial Board or Department of Education
4. Post-high school education
5. You do not have one of the education levels listed above, but you were in the Medical Support Assistant occupation (GS-0679) on a permanent appointment with the Department of Veterans Affairs as of February 5, 2026, meeting all qualification requirements as part of the grandfathering provision
6. Documentation Requirements for Proof of High School Completion or higher:If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official college transcript with your application. If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official).

• 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).

Grade Determinations
GS-7: Experience. One year of creditable experience equivalent to the next lower grade level GS-6.
Assignment. For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope, complexity, difficulty, and variety. 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. Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs:
(a) 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.
(b) 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.
(c) Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting.
(d) Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.

Preferred Experience: Inpatient Ward Experience that includes patient movement corrections, observation corrections, auditing scanning, preparing employee scheduling and approving timekeeping.

• Leading and supervising inpatient MSAs
• Managing patient movement, ADT actions, status reports
• Understanding inpatient terminology and metrics
• Providing performance coaching and maintaining workflow quality
• Participating in ward-level reviews, issue resolution, and action planning
• Ensuring high-quality customer service and communication

The full performance level of this vacancy is GS-07.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

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:

• Long-form resume/Curriculum vitae (CV)
• SF-50/ Notification of Personnel Action

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.

• Long-form resume/Curriculum vitae (CV)
• Other (1)
• SF-50/ Notification of Personnel Action
• Transcript

Next steps