SUPERVISORY MEDICAL SUPPORT ASSISTANT

About the role

The Supervisory Medical Support Assistant (SMSA) leads Medical Administration Service at VA Northern Indiana Health Care System, serving Marion, Fort Wayne, and five CBOCs within VISN 10. Duties include supervising/training MSAs, personnel actions, leave and timekeeping, employee issues, workload distribution, and process improvement.

The SMSA is the primary contact for clinics, inpatient ward administration, the call center, and specialized care teams; may serve as Acting Service Chief.

What you will do

• Total Rewards of a Allied Health Professional The Supervisory Medical Support Assistant (SMSA) provides administrative and supervisory support to Primary Care, Specialty Care, Ward Administration, the Call Center, and specialized care teams.
• The SMSA promotes team-based care through huddles, meetings, patient-care coordination, and communication between Veterans and clinical staff.
• Assigns work, establishes priorities, sets deadlines, and coordinates daily operations with support from the Lead Medical Support Assistant (LMSA).
• Resolves scheduling issues and unusual situations using knowledge of clinic operations, policies, provider preferences, and VA requirements.
• Supervises Medical Support Assistants (MSAs), reviews performance and scheduling reports, monitors insurance data capture, and evaluates work quality and compliance.
• May serve as Acting Chief or supervisor for Medical Administration Service programs, including Beneficiary Travel, Health Benefits, Primary Care, Specialty Care, Ward Administration, and the Call Center.
• Performs and oversees appointment scheduling, consultation and electronic waitlist management, demographic and insurance verification, data entry, Veteran notification and advocacy, and coordination of diagnostic and specialty appointments.
• Provides administrative support to physicians, nurses, advanced practice providers, and other clinical staff.
• Completes required training and maintains proficiency in at least two areas of Ambulatory Care and Medical Administration Service operations.
• Applies knowledge of medical terminology, clinic procedures, ambulatory and inpatient care, call center operations, patient advocacy, enrollment and eligibility, beneficiary travel, revenue cycle processes, data management, and specialized care services.
• Uses VA systems and Microsoft applications, including VistA, CPRS, and the Bed Management System.
• In Primary Care, supports Patient Aligned Care Teams (PACTs) and interdisciplinary care partners.
• In Specialty Care, coordinates appointments and consultations across clinical services.
• In Ward Administration, supports inpatient and residential units; monitors admissions, discharges, transfers, and other patient movements; maintains bed-management records; and trains staff on applicable systems.
• In the Call Center, schedules, cancels, and reschedules appointments; provides customer service; monitors call activity; reviews reports; and ensures compliance with policies, procedures, and approved scripts.
• Work Schedule: 6:00 Am - 7:00 PM, Monday - Saturday, as determined by the needs of the department Compressed/Flexible: Not Authorized.
• Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Noth 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 #: 92630-A Permanent Change of Station (PCS): Not Authorized.

Requirements

• You must be a U.S. Citizen to apply for this 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. Transcripts must be official or unofficial college transcripts. A copy of your certificate/degree or screenshot of your current classes are not a replacement of your transcript and they will not be used in the qualifying process.

Your transcript must include your name and the name and full address of the institution.

If the position has an education requirement or you are qualifying based on education, you need to list your education history including the type of degree and your major of study.If the position requires a certain number of credit hours, you are strongly encouraged to list the relevant courses in your resume.

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

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.

Do not copy and paste duties, specialized experience, or information from the assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications.

As stated in the "Qualifications" section of this announcement, your resume must clearly demonstrate that you meet 1 year Specialized Experience (at the GS7 level) AND meet all Knowledge, Skills, and Abilities (KSAs). We cannot assume you have performed the necessary experience required for this position regardless of your employment history or academic career.

Ensure your resume contains all required information and organize it so we can associate the following information for each experience/position: Job title Name and address of employer Beginning and ending dates of employment (month/day/year format) Hours worked per week. Part-Time or PRN experience will be pro-rated.

Detailed description of job duties, accomplishments, related skills, and responsibilities to include any supervisory/managerial responsibilities and number of staff supervised, etc. Series and grade or equivalent (if a federal position) Do not include photographs or video of yourself, sensitive information (age, date of birth, marital status, protected health information, religious affiliation, social security number, etc.) on your resume or cover letter.

We will not access web pages linked on your resume or cover letter to determine your qualifications. 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

• Long-form resume/Curriculum vitae (CV) 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) Other (2) Other (3) 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

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis.

If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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.