Supervisory Medical Support Asssistant

Summary

The incumbent serves as a Supervisory Medical Support Assistant (MSA) to the Community Care department within Health Administration Services in the Associate Director Service Line. S/he works at the Erie VA Medical Center in Erie, PA. The MSA supports a program area critical to management and as such must demonstrate a high level of leadership and organizational ability. S/he must use sound, independent judgment and have excellent decision-making and possess strong communication skills.

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Supervises and evaluates MSA staff, overseeing daily operations, resolving complex issues, identifying training needs, and handling recruitment, performance evaluation, and disciplinary actions. Plans and directs MSA activities, recommends operational improvements, and analyzes data for performance reports. Duties require administrative independence and significant complexity, performed at least 25% of the time above the full performance level. Oversees overall clerical operations of MSA staff in Community Care clinics, serving as the first point of contact for both internal and external customers at the Erie VA Medical Center. Directly responsible for community care scheduling, care coordination, and consult management programs. Works with the Program Specialist and Nurse Manager to validate scheduling grids and labor mapping, ensuring effective use of budget and manpower. Supervises and evaluates subordinate staff, resolves complex issues to ensure patient services, reviews and recommends system/program improvements, identifies training needs, makes hiring decisions, evaluates performance, and takes disciplinary action as needed. Holds full responsibility for planning and directing MSA activities and provides data analysis and reporting to support performance measures for senior management. Performs clerical and MSA duties to support behavioral health clinics as needed, monitors and corrects scheduling errors, and ensures protection of sensitive information in compliance with HIPAA, ADP Security, and related regulations. Ensures protection of sensitive information from unauthorized release, loss, alteration, or deletion; follows all regulations regarding patient information access; and reports any unauthorized use to higher-level supervisory staff. Ensures voice mail and incoming fax folder are cleared by the end of the day. Attends required training on geriatric patient care and demonstrates competency by applying this knowledge in all aspects of service, in accordance with age-based competency standards. Complies with all safety and fire prevention regulations, uses protective equipment as required, is familiar with fire drill and emergency procedures, promptly reports accidents, and notifies the Nurse Manager of any unsafe or unhealthy workplace conditions. Identifies learning needs of staff and plans training. Ensures that staff completes required training in accordance with the time frame established by Chief of Staff Service Line. Provides briefings, orientations, staff development and training. Delegates authority and oversees staff and programs to accomplish goals and adapt to changing priorities. Motivates, develops, and directs subordinates, and monitors clinic utilization data such as wait times, missed opportunities, slot utilization, and use of electronic waitlists. Acts as a facility and patient educator and advocate for Veterans regarding coordination of approved community and inter/intra-facility medical care. Delegates authority and oversees staff and programs to accomplish goals and adapt to changing priorities. Motivates, develops, and directs subordinates. Collects and analyzes clinic utilization data, including wait times, missed opportunities, slot utilization, electronic waitlist use, and supply and demand. Serves as a facility and patient educator and advocate for Veterans regarding coordination of approved community and intra/inter-facility medical care. Serves as a resource for MSA's for customer service assistance and problem resolution. Works closely with the hospital Group Practice Manager (GPM) to ensure VA Access goals are met and maintained. Assists with planning, developing, implementing, and evaluating clerical policies and procedures in community care clinics. Builds positive relationships with colleagues in other Service Lines to meet internal customer needs and with community partners to support external customers. Assists in policy development and standard operating procedures for employees in the community care clinics. Assists in program development and strives to incorporate advances in technology into the operation of the area. Plans and organizes work to meet local and VA-wide deadlines for analyses, reports, and special assignments. Reports backlogs, deadline challenges, and issues obtaining information from clinicians. Maintains confidentiality of all information handled. Resolves informal and formal complaints and grievances from both internal and external customers. Evaluates performance based on the overall effectiveness of operations, including accuracy, timeliness, and adherence to established procedures, policies, and objectives. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Ad hoc Virtual: This is not a virtual position. 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: a. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. b. 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; (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. c. Certification. None required. d. Grandfathering Provision- 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). e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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 Grade Determinations: Supervisory Medical Support Assistant, GS-8 Experience. One year of experience equivalent to the next lower grade of GS-7 level. Demonstrated Knowledge, Skills, and Abilities. In addition to the experience above, candidates must demonstrate all of the KSAs below: a. 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. b. 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. c. 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. d. Ability to provide briefings, orientations, staff development, and training in a patient support setting. e. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. Preferred Experience: Previous Care in the Community (CITC) MSA experience is preferred. 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.

Requirements

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. Must pass pre-employment physical evaluation/examination. 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.

Education

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

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 09/25/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/13059622. 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.