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Supervisory Medical Support Assistant - Portland, OR #7666903

Company: Department of Veterans Affairs

Date: 10/17/2020

City: Portland, OR

Employment type: Full-time

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The incumbent serves as the Supervisor for the Advanced Medical Support Assistant Facilitators who are assigned to the following clinical sections within the Division of Mental Health and Clinical Neurosciences (MHD). Incumbent must have a strong understanding of these clinical sections to supervise the employees who facilitate the administrative work for each of these clinical sections.

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Incumbent provides direct supervision to the Facilitators (Advanced Medical Support Assistants, and Lead Medical Support Assistants). Managerial responsibilities assigned to this position require that the supervisor:

  1. Ensure consults for each section are acted on, scheduled and completed accurately and timely based on the VA Directive, laws and memorandums.

  2. Ensure appointments are all scheduled according to VA Directives, laws and memorandums

  3. Ensure outpatient encounter forms are completed accurately and timely in accordance to the Health Care System policy.

  4. Ensure adequate coverage plan is in place for the section.

  5. Completes employee competency forms, mid-terms and year end performance appraisals.

  6. Assists with development of performance standards.

  7. Initiates disciplinary actions and/or performance improvement plans when necessary.

  8. Audits employees scheduled appointments and provides feedback as appropriate.

The incumbent establishes and implements both short and long term plans designed to monitor and analyze scheduling practices and clinical operations to improve the effectiveness of providing timely access to care and reducing wait times. Ensures administrative and clinical programs are integrated to provide high quality patient care while optimizing resource utilization.

The incumbent works with Leadership and Service level personnel to oversee all issues related to access to care within MHD. She/he monitors and analyzes supply and demand for specialty care services and applies Advanced Clinic Access principles to achieve access goals. She/he collects and analyzes data related to the impact of missed opportunity, physician productivity and systems of care to assist each specialty service in meeting performance measures related to access. The incumbent is ultimately responsible for ensuring each specialty service is in compliance with VHA Laws, directives and memorandums regarding scheduling practices and timely access to care consult processing as well as accurate appointment scheduling and providing high quality customer service within the division.

The incumbent provides direct supervision to 15-25 Facilitators Advanced Medical Support Assistants (GS-6-0679), and Lead Medical Support Assistants (GS-7-0679) located in the Division of Mental Health and Clinical Neurosciences. This includes daily supervision of the Advanced MSA's and Lead MSA's by providing guidance and technical direction necessary for accomplishing the work for each clinical subspecialty section within MHD. The incumbent develops a training plan and works with the leads to orient and train all new staff to their position within the service. Supervisory responsibilities also include writing position descriptions, evaluating work performance, counseling of employees whose performance is marginal or unsatisfactory, initiating disciplinary actions when necessary, and resolving conflict within staff members. The incumbent plans work to be accomplished, sets short and long-term goals; assigns work based on priorities; instructs employees on work and administrative matters. She/he also initiates recruitment actions, interviews and selects new employees, determines staff training needs and obtains resources for continuing education of employees.

Work Schedule: Mon-Fri, 8:00AM-4:30PM

Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status


Promotion Potential


  • Job family (Series)

0679 Medical Support Assistance

  • Requirements



Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to a background/security investigation
  • Must be proficient in written and spoken English
  • Selected applicants will be required to complete an online onboarding process
  • Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit


Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:

  • United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
  • English Language Proficiency.
  • Experience: Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources; ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting; the ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs; or
  • Education: One year above high school; or
  • Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  • Grade Determinations:GS-8: Must have One year of experience equivalent to the GS-7 grade level to include leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
  • Experience includes but is not limited to: Full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignments at this level include, but are not limited to: evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

In addition to meeting the specialized experience above, you must also meet the following KSA's:

  • Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.
  • Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations
  • Ability to provide briefings, orientations, staff development, and training [in a patient support setting.
  • Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
  • Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

References: VA Handbook 5005/117 PART II APPENDIX G45, Medical Support Assistant Qualification Standard.

The full performance level of this vacancy is GS-8. The actual grade at time of selection will be GS-8.

Preferred Experience: Experience performing and managing or directing work in multiple complex medical facilities to include staffing, dealing with multi-tier customer service recovery; providing comprehensive management advisory services to front line and senior management. Must have Supervisory experience.

Physical Requirements: Heavy lifting (up to over 45 pounds), Straight pulling (up to 6 hours), Pushing (up to 2 hours), Use of fingers, Walking and repeated bending (up to 6 hours,), standing (up to 2 hours); ability to distinguish basic colors; hearing (aid permitted).


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:

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