The Supervisory Medical Support Assistant (Supervisory MSA) works for the San Francisco VA Health Care System (SFVAHCS). Oakland Community Based Outpatient Clinic (CBOC) The Supervisory MSA is responsible for managing and supervising all the appointment management services of the clinics and supervises all Lead Medical Support Assistants and Advanced Medical Support Assistants.
The Supervisory MSA collaborates with and has an extensive knowledge of all clinical services and programs, to include primary care, specialty care, mental health and ancillary services. The Supervisory MSA is flexible, multi-skilled and creative in solving everyday challenges unique to a remote site. The Supervisory MSA assigns work and daily priorities to all Lead and Advanced MSAs and ensures the goals and mission of the Clinic and Health Care System are being met.
S/he is responsible for all performance management functions related to Lead and Advanced MSAs, as well as work study students and volunteers providing support within his/her program. The Supervisory MSA applies principles, methods and guidelines to evaluate administrative operations in order to determine best practices for organizing administrative work and flow of patients throughout the clinic.
S/he must take into consideration the staff ratios and skill mixes needed to accomplish the work. Analysis results in recommendations for improvement and implementation of new systems and processes that are discussed with the rest of the management team for decisions regarding the efficiency of clinic operations. The Supervisory MSA performs duties related to the receipt, intake and indexing of health and administrative information.
The Supervisory MSA will interface with personal computer (PC) applications as well as numerous VISTA applications. The Supervisory MSA will also serve as the ADPAC for Oakland VA Clinic. The Supervisory MSA plans and directs programs in the clinic, supporting primary care, and/or specialty care. The Supervisory MSA is responsible for implementing and enforcing clinic changes.
Advises supervisor strategies to manage clinic access and ensure compliant appointment management practices per VA scheduling directive guidelines. Manages CPRS view alerts from providers for action involving patient care follow-up. Ensures subordinate Lead and Advanced MSAs appropriately manage new consults for specialty and/or primary care clinics in CPRS to ensure consults are scheduled timely and within VA guidelines.
Ensures patient aligned care teams (PACTs) and other clinical programs have the appropriate equipment, supplies and space to safely accomplish work. Monitors and analyzes Automated Call Distribution (ACD) data to ensure timely phone access for patients and provides feedback and training to staff; identifies developmental and training needs for all staff operating on the ACD system.
Disseminates new VA Directives and procedures that impact/relate to front desk and clinic operations and provides training to staff. The Supervisory MSA anticipates problems and develops systems and processes to ensure the goals and mission of the VA are able to be met.
Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decision on selections; evaluating performance, and taking disciplinary action when necessary.
Analyzing staffing and workload patterns to ensure appropriate coverage of workload needs. Planning work to be accomplished by subordinates, setting and adjusting priorities. Determining appropriate tours of duty. Supervisory MSA has full administrative and professional responsibility for planning and directing the Lead and Advanced MSAs activities. Other duties as assigned.
Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: This position is not telework eligible Virtual: This is not a virtual position. Functional Statement #: 662-11720F 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/.
brenda.johnson10@va.gov · 7275986871
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $72824 – $94668/yr.
This position requires a Other security clearance.
Applications close on 2026-09-08.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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