The Supervisory MSA is the primary supervisor of all subordinate Medical Support Assistants assigned to the Business Office at the Northport VAMC or one of the Community Based Outpatient Clinics. The Supervisory MSA is responsible for planning, organizing, and directing the work of lower medical support assistants. The employee establishes work priorities, identifies developmental training needs of employees and provides or arranges for training when required.
The Supervisory MSA works collaboratively in interdisciplinary coordinated care delivery models and performs clinic oversight, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.
He/she 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. Incumbents 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.
A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The Supervisory MSA is able to 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.
Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts.
The incumbent conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures. The employee may serve on workgroups and/or committees as deemed appropriate. The incumbent is a point of contact for resolving patient issues, especially regarding appointment and scheduling concerns.
The incumbent researches the issue and attempts to resolve it before it escalates to the Patient Representative, Clinical Service Chief, Chief of Staff or Center Director's Office. The incumbent maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees. Incumbents will also be responsible for training auxiliary personnel such as temporary, work study, and volunteers used for intermittent heavy workload areas.
The employee acts as liaison with the Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advice on administrative details and procedures related to areas and will evaluate problematic areas and present findings to their supervisor and respective Service Line designees for corrective action.
This necessitates the incumbent to be an authority on current VA regulations and published hospital guidelines that affect administrative functions. Incumbent will be constantly involved and have direct contact with staff and assist in orientation of Medical Support Assistants, Physicians, etc., and mid-level in administrative procedures.
Total Rewards of a Allied Health Professional Work Schedule: 8:00am-4:30pm Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 25784F 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/.
heather.addison@va.gov · 219-256-6644
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $66953 – $87035/yr.
Applications close on 2026-11-10.
This position is open under the 'Public' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-29 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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