Supervisory Medical Support Assistant

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.

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.

• United States Citizenship: Must be a U.S. Citizen
• Education. Must possess a high school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Note: You must provide proof if you are selected for this position (such as a copy of your high school diploma, high school transcript, GED Certificate, homeschooling completion, proficiency certificate issued by a State or Territorial Board or Department of Education and/or college transcript).
• English Language Proficiency: In accordance with 38 U.S.C. 7403(f), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.

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.

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/.

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.

• 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.

• 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.