The Supervisory Medical Support Assistant (MSA) oversees daily administrative operations and provides direct supervision to MSAs within the assigned service area. The incumbent ensures efficient scheduling, accurate appointment coordination, exceptional customer service, and adherence to VHA scheduling policies. The Supervisory MSA trains new staff, monitors work quality, resolves scheduling issues, and supports workflow needs to ensure timely access to care for Veterans.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Supervises MSAs and Advanced MSAs, including assigning work, setting priorities, monitoring workload, evaluating performance, approving leave, and initiating disciplinary actions as needed. Ensures staff compliance with scheduling procedures, business rules, and VHA policies.
Oversees scheduling functions, including appointment creation, cancellation, rescheduling, no-show processing, and demographic/insurance updates. Coordinates daily operations to support clinic/provider availability, adjusting workflow to meet patient care needs. Serves as a technical resource for scheduling systems, clinic access guidelines, and order management processes.
Provides orientation and training to new employees; identifies ongoing training needs; and ensures required TMS training is completed. Supports performance improvement efforts through data collection, monitoring, and reporting related to scheduling accuracy, timeliness, and clinic access metrics. Responds to patient complaints, scheduling concerns, and workflow issues; collaboration with clinical staff and other services to resolve problems.
Ensures excellent customer service by promoting courteous and professional communication among staff, Veterans, and caregivers. Uses applicable software systems (VistA, Scheduling Manager, CPRS, Outlook, etc.) to perform supervisory and administrative duties. Maintains awareness of policies, directives, and operational changes; communicates updates to staff. Ensures compliance with privacy, information security, and infection control requirements.
Performs other related duties as assigned. Work Schedule: Monday - Friday, 7:00am - 4:00pm, (Subject to change based upon the needs of the agency.) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 0000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
There is no educational substitution.
Adam.Paulsen@va.gov · 319- 509-5998
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $62504 – $89983/yr.
Applications close on 2026-09-18.
This position is open under the 'Public' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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