Supervisory Medical Support Assistant

About the role

This Supervisory Medical Support Assistant position is in the Specialty Care services within VA Boston Healthcare System, located at the Jamaica Plain, Massachusetts location. This position is full time at 40 hours per week.

What you will do

• Total Rewards of a Allied Health Professional Serves as a Supervisor for Medical Support Assistants at a medical center in VISN 1, VA New England Healthcare Network.
• The position is responsible for planning, directing, and controlling work for the lower grade Medical Support Assistants.
• Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting).
• Position must have medical terminology and broad knowledge of patient procedures and policies.
• The employee maintains a close relationship with the Service Care Lines administrative offices to ensure clinics are operating in a timely and efficient manner.
• The incumbent has extensive knowledge of various policies and procedures relating to the business rules regarding Pre-registration, Scheduling (Appointment Management and Recall), clinic profile management and utilization, scheduling/tracking consults, Advanced Clinic Access Procedures, Community Care referrals, Performance Measures, KIOSKs, Insurance Card Buffer (ICB) and the proper flow of work to and from the various teams, services and care lines and contributes significantly to the daily business activities.
• Duties include but are not limited to: Responsible for planning, organizing, and directing the work of lower medical support assistants.
• Establishes work priorities, identifies developmental training needs of employees and provides or arranges for training when required.
• Works closely with their Supervisor to identify and develop training which meets the needs of the MSA and administrative/clinical data capture requirements.
• Responsible for in-service education of on-the-job skills, classroom instruction closely associated with actual inpatient/outpatient hospital clinical practices, and attitudes and relationship of position to professional staff.
• Conduct new employee orientation and provide close support during the first 90 days of employment.
• Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, BARR Review and Pre-Registration Data.
• Conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures.
• Attends required meetings throughout the facility as deemed appropriate.
• Assists in audits or studies relating to the clinical setting.
• Serves as point of contact for resolving patient issues especially regarding appointment and scheduling concerns.
• Researches issues and attempts to resolve before escalation to the Patient Representative, Clinical Service Chief, Chief of Staff or Center Director's Office.
• Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees.
• Responsible for training personnel such as temporary, work study, and volunteers used for intermittent heavy workload.
• Acts as liaison with the Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advice on administrative details and procedures relative to areas and will evaluate problematic areas and present findings for corrective action.
• Performs work involving collection, compilation, and/or tracking of data and statistical information in support of programs.
• Assists in the planning, review, and reporting the data.
• Performs additional duties as assigned.
• Work Schedule: Full-Time, Monday - Friday, 7:30 am - 4:00 pm.
• Recruitment/Relocation Incentives: Not Authorized Permanent Change of Station (Relocation Assistance & PCS): 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 #: F08582

Requirements

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements (***).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical evaluation.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
• Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Education

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: *** 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: ***

How you will be evaluated

Area of Consideration - Eligible applications will be reviewed and referred in the following order: Current permanent VA employees of the facility. All other VA employees. Current permanent Federal employees of other agencies.

All other applicants. Note: Veterans' Preference is not applicable to VA employees or employees of other Federal agencies.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.

WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Documents you must provide

• To apply for this position, you must provide a complete Application Package which includes: Long-form resume/Curriculum vitae (CV) Résumé Reminder: Your résumé must include the following information each job listed: Job title Duties (be as detailed as possible) Month & year start/end dates (e.g. June 2007 to April 2008) Full-time or part-time status (include hours worked per week).
• Please be aware that your answers will be verified against information provided on your résumé.
• Be sure that your résumé clearly supports your responses to all of the questions by addressing your work experience in detail.
• An incomplete application will receive a rating of IFFM (ineligible due to missing forms).
• Requests for reconsideration will not be considered for applicants who fail to submit a complete application package.
• We cannot be held responsible for incompatible software or fax transmissions.
• The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
• Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc. Cover Letter DD-214/ Statement of Service Disability Letter (Schedule A) Disability Letter (VA) License Long-form resume/Curriculum vitae (CV) Other (1) PCS Orders Performance Appraisal Professional Certification Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript

What to expect next

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.

After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center. NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service.

HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.

HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.

HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

Additional information

Notifications: This position is not a Bargaining Unit position. This position is covered by a special rate. This position is in the Excepted Service.

Due to a critical staffing shortage, 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference for this job announcement. Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted).

In some cases, more than one SF-50 may be required to show a higher grade previously held. Veterans' Preference is not applicable to VA employees or employees of other Federal agencies. Selectee may be required to work at any VISN 1 Healthcare System campus, as needed.

Narrative responses to the knowledge, skills and abilities (KSAs) may be required from the selectee in order to proceed with the appointment. Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.

Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer.

For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.