The Supervisory Medical Support Assistant is assigned to Health Administration Service, VA Salt Lake City Health Care System, and is the direct supervisor for Lead MSA, Advanced MSA and MSA staff assigned to Primary Care Patient Aligned Care Teams (PACT) or Specialty Care services.
The incumbent works with clinical and administrative staff and is responsible for planning, directing, and oversight of administrative support functions related to scheduling, customer service, and patient care.
Total Rewards of a Allied Health Professional The Supervisory Medical Support Assistant (MSA) position is assigned to Health Administration Service (HAS) within the VA Salt Lake City Health Care System. The Supervisory MSA serves as the direct line supervisor for assigned Lead Medical Support Assistant, Advanced Medical Support Assistant (AMSA) and Medical Support Assistant (MSA) staff.
The incumbent provides oversight to staff assigned to a role within a Primary Care Patient Aligned Care Team (PACT), Specialty Care, Call Center, and/or Remote Team. The incumbent is responsible for the planning, directing, and oversight of a full range of administrative and clerical support functions as they relate to scheduling, customer service, and patient care.
The incumbent reports directly to the Supervisory Medical Administration Specialist (Scheduling Manager) and works collaboratively with other members of the MSA Supervisor team, and clinical and administrative staff throughout the health care system. The position may serve as an alternate MSA Supervisor for medical center, CBOC, and/or remote staff, as needed.
The Supervisory MSA plans and directs programs at medical centers, CBOCs, and/or remotely and has full supervisory responsibility for supervising at least one subordinate Lead MSA and multiple AMSA/MSA staff.
Assignments at this level include, but are not limited to, assigning and evaluating work of subordinate staff; resolving complex problems to ensure patient needs are met; identifying educational or training needs; supporting prospective employee interviews; evaluating performance, and completing personnel investigations/actions. The incumbent is responsible for extracting and analyzing data in order to provide reports in support of performance measures for senior management.
The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty) for Primary Care and Specialty Clinics and performs all related duties, customer service, and other duties assigned for the proper and timely treatment of patients. The incumbent ensures appointment schedules are maintained by MSA staff for assigned clinics.
The incumbent must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Supports patient safety standards using the correct identification verification process. When overseeing staff involved with the patient check-in process, the incumbent must ensure each interaction with the patient is in line with VA ICARE values.
Ensures staff validate and update patient demographic information and collect patient insurance via the Insurance Capture Buffer (ICB) web platform, which serves a major role in the revenue process. The incumbent(s) contributes to the revenue collection process validating any outstanding ICB opportunities for assigned clinics at the end of each business day. Promotes veteran registration for and utilization of MyHealtheVet (MHV).
Assures front-line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
A caring, compassionate, and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent(s) will ensure that all necessary health/administrative information are integrated into the electronic medical record by sending the documents to the appropriate department for scanning/indexing.
Incumbent(s) must screen/receive 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. Incumbent(s) must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. The Supervisory MSA must participate in the daily team huddles and weekly team meetings where patient care planning and management occur.
The incumbent must independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The Supervisory MSA may also be asked to assist in the Beneficiary Travel, Enrollment and Eligibility, and/or Health Information Management functions. Work Schedule: Monday - Friday, 0800-1630 Telework: Ad-hoc Virtual: This is not a virtual position.
Functional Statement #: 53747-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required
IMPORTANT: If using post-high school education to substitute for high school education, you must submit a copy of your unofficial or official 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) 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/.
V19USAJOBS@VA.GOV · 719-227-4600
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $70776 – $92006/yr.
This position is eligible for telework.
Applications close on 2026-11-06.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-28 · Not affiliated with or endorsed by OPM or USAJOBS.gov
Apply on official site →