The Supervisory Medical Support Assistant (Supervisory MSA) works for the San Francisco VA Healthcare System Call Center at the San Bruno Community Based Outpatient Clinic. The 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. *THIS IS NOT A REMOTE OR TELEWORK POSITION**
The Supervisory MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Supervisory MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Supervisory MSA collaborates to best coordinate the care needs of the Veteran. The Supervisory MSA has full responsibility for supervising at least one subordinate MSA team member.
Assignments at this level include but are not limited to: evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary.
Works collaboratively with departments, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. The Supervisory MSA has administrative and professional responsibility for planning and directing the subordinate lead, supervisor and MSA's activities.
Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrate independence, complexity (difficulty) and race of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Supervisory Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicates tactfully and effectively to customers.
Resolves Veteran complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations. The Supervisory MSA is accountable to a designated manager or other immediate supervisor who provides the administrative oversight, work assignment, management of time and leave and completion of all aspects of the performance evaluation.
The Supervisory MSA works collaboratively with all levels of VA leadership and services within and outside of the VHA and VISN as well as non-VA health care entities which provide care to patients. Meets the core competencies of the position. The incumbent should be proficient in interpreting guidelines to apply to specific cases, or problems. Use discretion and initiative to decide on the appropriate course of action.
The MSA can work independently make decisions based on training, guidelines, processes and/or regulations. It is the incumbent's responsibility to maintain confidentiality of information in carrying out required duties. Performance will be evaluated based on the of the incumbent's ability to effectively, efficiently and safely perform duties of position. Meets the needs of customers while supporting the VA mission.
Consistently communicates and treats customers (Veterans, families, Veteran representatives, all VA staff) in a courteous manner. Provides the customer with consistent information according to established policies and procedures. Constructively handles conflict. Other duties as assigned. *THIS IS NOT A REMOTE OR TELEWORK POSITION.
MUST BE WILLING TO RELOCATE/REPORT TO THE SAN BRUNO VA CLINIC** Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 662-11688F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
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/.
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)
brenda.johnson10@va.gov · 7275986871
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $72824 – $94688/yr.
This position is eligible for telework.
This position requires a Other security clearance.
Applications close on 2026-10-05.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
Apply on official site →