Supervisory Medical Support Assistant

About the role

The Villages VA Clinic, part of the VA North Florida/South Georgia Health Care System, seeks an experienced, dynamic Supervisory Medical Support Assistant. The position is within Medical Administration Service (MAS), the largest administrative department in the North Florida/South Georgia Veterans Health System.

Ideal candidates support quality care, VA academic hospital growth, and development. Excellent communication, teamwork, and adaptability are essential.

What you will do

• The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all Lead Medical Support Assistants, Advanced MSAs (AMSA) and Medical Support Assistants (MSA) in Medical Administration Service at any of the Outpatient Clinics, Community Based Outpatient Clinics (CBOCs), all interdisciplinary clinics include Specialty Mental Health and Call Center staff to support the initiative at NF/SG Health Care System.
• The Supervisory Medical Support Assistant will coordinate with all clinical administrators to staff in Primary Care, Specialty Clinics, Mental Health, Third Party Administrators, Community Providers as well as with staff outside the service line and at the VISN office.
• The Supervisory Medical Support Assistant works collaboratively with all other members of an expanded healthcare team including pharmacists, social workers, dietitians, behavior health staff, etc. Important interfaces and collaborations also occur with larger healthcare system providers including VA and non-VA specialist, hospitals, diagnostic and treating facilities, and community-based programs.
• Other duties and responsibilities include but are not limited to: Supervise and direct the daily operations of Medical Support Assistant staff within outpatient clinics.
• Assign, monitor, and evaluate the work performance of subordinate staff and team leaders.
• Resolve complex administrative and patient service issues to ensure quality and timely care delivery.
• Recruit, select, train, mentor, and provide ongoing education and development for staff.
• Conduct performance evaluations, provide feedback, and initiate corrective or disciplinary actions when necessary.
• Analyze operational data and prepare reports to support performance measures and management decisions.
• Coordinate administrative support activities among clinical staff, patients, and healthcare providers.
• Oversee appointment scheduling processes and ensure compliance with VHA scheduling directives and consult management requirements.
• Develop and implement contingency plans to address clinic staffing shortages, scheduling conflicts, and workload fluctuations.
• Verify and maintain accurate patient demographic, insurance, consult, and appointment information.
• Conduct monthly scheduling audits, monitor compliance, and ensure staff complete required training.
• Ensure adherence to VA policies, privacy regulations (HIPAA), eligibility requirements, and confidentiality standards.
• Provide exceptional customer service and address patient concerns with professionalism, tact, and compassion.
• Review active and pending consults, Audiocare communications, and scheduling activities to ensure timely disposition.
• Participate in interdisciplinary teams, daily huddles, committees, LEAN initiatives, and process improvement efforts while supporting clinic operations, enrollment, eligibility, and beneficiary travel programs as needed.
• Total Rewards of a Allied Health Professional Work Schedule: Monday - Friday: 8:00 am to 4:30 pm.
• (Note: Work schedules are determined and approved by the supervisor.
• The Supervisory Medical Support Assistant may be required to work various shifts on a permanent or temporary basis based on facility/patient care needs).
• Compressed/Flexible: Not available Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases 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 #: 51010-F Permanent Change of Station (PCS): Not Authorized

Requirements

• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• 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/examination.
• 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

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: ***

Education: Provide proof/copies of a high school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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.

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) SF-50/ Notification of Personnel Action 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 Long-form resume/Curriculum vitae (CV) Proof of high school diploma, General Education Development (GED) equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.
• Performance Appraisal 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

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.