The Supervisory Medical Support Assistant (MSA) in Central Virginia VA Health Care System (CVHCS), Fredericksburg, VA, Health Administration Services (HAS) as part of an interprofessional healthcare team. Supervisory MSA provides support across multiple ancillaries and interprofessional clinics and determines the needs of the Veteran/caregiver. The Supervisory MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.
Duties to include the following but 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 CVHCS programs, services, and interprofessional 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. Have 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.
Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within CVHCS or directs the contact to the appropriate discipline within HAS or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
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. 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. Other related duties may be assigned. Work Schedule: 8:00 am - 4:30 pm, Monday - Friday Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
No education substitution
Pauline.Stewart@va.gov · (919) 354-9296 X129296
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $63940 – $83119/yr.
Applications close on 2026-10-02.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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