SUPERVISORY MEDICAL SUPPORT ASSISTANT

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.

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 by participating in daily huddles and weekly meetings, supporting patient-care planning, and coordinating administrative information between Veterans and clinical staff.

With assistance from the Lead Medical Support Assistant (LMSA), the SMSA assigns work, establishes priorities, defines objectives, and sets deadlines. The SMSA independently plans and carries out daily office operations; resolves scheduling problems, unusual situations, and deviations using knowledge of clinic operations, policies, schedules, and provider preferences; and coordinates work to ensure duties are completed efficiently, accurately, and timely. The SMSA sets priorities while allowing the LMSA to organize recurring activities and evaluates completed assignments for quality, usefulness, and compliance with VA requirements.

Supervisory responsibilities include day-to-day management of MSAs; review of scheduling reports, insurance data capture, and performance standards; and consideration of clinic-team feedback to ensure mission accomplishment. The SMSA 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. In an acting capacity, the SMSA reports to the Chief of the Ambulatory Care and Ward Administration Section.

The SMSA performs appointment scheduling and coordination; demographic and insurance verification; consultation and electronic waitlist management; data entry; Veteran notification and advocacy; diagnostic and specialty appointment coordination; and administrative support for physicians, nurses, advanced practice providers, and other clinical staff. The SMSA must complete required training and competencies and demonstrate proficiency in at least two areas of Ambulatory Care and MAS Administration.

Depending on assignment, the SMSA must possess knowledge of clinic operations, ambulatory and inpatient care, call center operations, data management, patient advocacy, enrollment and eligibility, beneficiary travel, revenue cycle processes, and specialized care services. The position requires knowledge of medical terminology, clinic procedures, and VA systems, including VistA, CPRS, the Bed Management System, and Microsoft applications.

In Primary Care, the SMSA supports the Patient Aligned Care Team (PACT) and interdisciplinary care partners. In Specialty Care, the SMSA coordinates appointments and consultations across clinical services. In Ward Administration, the SMSA supports inpatient and residential units; monitors admissions, discharges, transfers, and other patient movements; maintains accurate bed-management records; and trains staff on applicable systems. In the Call Center, the SMSA schedules, cancels, and reschedules appointments; provides customer service; monitors call activity; reviews management reports; and ensures compliance with policies, procedures, and approved scripts.

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State of territorial-level Board of Department of Education
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

1. 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.
2. 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
3. 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.
4. Ability to provide briefings, orientations, staff development, and training in a patient support setting.
5. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

• Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official).

• 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 (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 process.
• 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.

• 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.