Supervisory Medical Support Asssistant

Summary

The incumbent serves as a Supervisory Medical Support Assistant (MSA) to the Community Care department within Health Administration Services in the Associate Director Service Line. S/he works at the Erie VA Medical Center in Erie, PA. The MSA supports a program area critical to management and as such must demonstrate a high level of leadership and organizational ability. S/he must use sound, independent judgment and have excellent decision-making and possess strong communication skills.

Duties

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Supervises and evaluates MSA staff, overseeing daily operations, resolving complex issues, identifying training needs, and handling recruitment, performance evaluation, and disciplinary actions. Plans and directs MSA activities, recommends operational improvements, and analyzes data for performance reports. Duties require administrative independence and significant complexity, performed at least 25% of the time above the full performance level. Oversees overall clerical operations of MSA staff in Community Care clinics, serving as the first point of contact for both internal and external customers at the Erie VA Medical Center. Directly responsible for community care scheduling, care coordination, and consult management programs. Works with the Program Specialist and Nurse Manager to validate scheduling grids and labor mapping, ensuring effective use of budget and manpower. Supervises and evaluates subordinate staff, resolves complex issues to ensure patient services, reviews and recommends system/program improvements, identifies training needs, makes hiring decisions, evaluates performance, and takes disciplinary action as needed. Holds full responsibility for planning and directing MSA activities and provides data analysis and reporting to support performance measures for senior management. Performs clerical and MSA duties to support behavioral health clinics as needed, monitors and corrects scheduling errors, and ensures protection of sensitive information in compliance with HIPAA, ADP Security, and related regulations. Ensures protection of sensitive information from unauthorized release, loss, alteration, or deletion; follows all regulations regarding patient information access; and reports any unauthorized use to higher-level supervisory staff. Ensures voice mail and incoming fax folder are cleared by the end of the day. Attends required training on geriatric patient care and demonstrates competency by applying this knowledge in all aspects of service, in accordance with age-based competency standards. Complies with all safety and fire prevention regulations, uses protective equipment as required, is familiar with fire drill and emergency procedures, promptly reports accidents, and notifies the Nurse Manager of any unsafe or unhealthy workplace conditions. Identifies learning needs of staff and plans training. Ensures that staff completes required training in accordance with the time frame established by Chief of Staff Service Line. Provides briefings, orientations, staff development and training. Delegates authority and oversees staff and programs to accomplish goals and adapt to changing priorities. Motivates, develops, and directs subordinates, and monitors clinic utilization data such as wait times, missed opportunities, slot utilization, and use of electronic waitlists. Acts as a facility and patient educator and advocate for Veterans regarding coordination of approved community and inter/intra-facility medical care. Delegates authority and oversees staff and programs to accomplish goals and adapt to changing priorities. Motivates, develops, and directs subordinates. Collects and analyzes clinic utilization data, including wait times, missed opportunities, slot utilization, electronic waitlist use, and supply and demand. Serves as a facility and patient educator and advocate for Veterans regarding coordination of approved community and intra/inter-facility medical care. Serves as a resource for MSA's for customer service assistance and problem resolution. Works closely with the hospital Group Practice Manager (GPM) to ensure VA Access goals are met and maintained. Assists with planning, developing, implementing, and evaluating clerical policies and procedures in community care clinics. Builds positive relationships with colleagues in other Service Lines to meet internal customer needs and with community partners to support external customers. Assists in policy development and standard operating procedures for employees in the community care clinics. Assists in program development and strives to incorporate advances in technology into the operation of the area. Plans and organizes work to meet local and VA-wide deadlines for analyses, reports, and special assignments. Reports backlogs, deadline challenges, and issues obtaining information from clinicians. Maintains confidentiality of all information handled. Resolves informal and formal complaints and grievances from both internal and external customers. Evaluates performance based on the overall effectiveness of operations, including accuracy, timeliness, and adherence to established procedures, policies, and objectives. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Ad hoc Virtual: This is not a virtual position. 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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.

Qualifications and evaluation

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.

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: 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/.

How to apply

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 09/25/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/13059622. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Required documents

To apply for this position, you must provide a complete Application Package which includes: 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) Performance Appraisal Professional Certification Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript

Additional information

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.