The incumbent serves as a Supervisory Medical Support Assistant within Clinic Operations & Access Management Service (CAMS) at the Lieutenant Colonel Charles S. Kettles VA Medical Center in Ann Arbor, MI.
The Supervisory Medical Support Assistant will perform administrative support duties that may be performed in a Clinic-Based Outpatient Clinic (CBOC), Inpatient, or Outpatient Clinic. The Supervisory MSA at this level plans and directs programs at a medical center and/or satellite outpatient clinic and is delegated full supervisory responsibility.
The Supervisory MSA has full responsibility for supervising subordinate staff; resolving complex problems to ensure patient services are met; making final decisions on hiring selection; time and leave; managing clinic closures (blocking/cancellations); evaluating performance and taking disciplinary action when necessary.
Works collaboratively with facility programs, services, and interprofessional coordinated care team members to facilitate access to care through focused efforts on meeting the needs of Veterans via various available contact modalities, to include but not limited to telephone calls, secure messaging, chat, text messaging, and videoconferencing.
Demonstrates Courtesy and Professionalism: As frontline contact with patients and staff, the Supervisory MSA sets 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. Meets, Communicates, and Interacts. Demonstrates ability to meet, communicate, and interact withindividuals from varying backgrounds and with other health care team members in order to complete job assignments. Operates Computerized Programs.
Demonstrates ability to use various types of office automation equipment and software, to include ability to set up, organize, and maintain record systems. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information, per HIPAA requirements. Employee Education.
Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor. Work Schedule: Monday-Friday; 7:00 am-3:30 pm Compressed/Flexible: Not authorized Telework: Not Available Virtual: This is not a virtual position.
Functional Statement #: 91467-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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/.
Jami.Umstead@va.gov · 7347697100
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $67406 – $87624/yr.
Applications close on 2026-10-08.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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