Supervisory Medical Support Assistant
About This Position
This position is located in the Business Office at the Aleda E. Lutz VA Medical Center in Saginaw, MI. The incumbent serves as a Supervisory Medical Support Assistant (MSA). NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.
Qualifications
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. Experience: None. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
License/Certification/Registration: None. English Language Proficiency: Medical Support Assistants (MSA) must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).
Grade Determinations: Experience: To qualify for the GS-8 grade level, you must have one year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs): In addition, candidates must demonstrate, in their resume, all of the Knowledge, Skills, and Abilities (KSAs) below: 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.
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. Preferred Experience: At least 1 year of experience as an Advanced Medical Support Assistant (AMSA) Preferred experience as a Lead Medical Support Assistant Interdisciplinary Collaboration: Experience working as a liaison between administrative staff, clinical providers (Physicians, Nurses), and leadership. Communication: Experience providing briefings to leadership, training staff, and Veterans.
Patient Advocacy: Experience handling difficult customer service situations or formal patient complaints to reach a positive outcome. VA Systems Proficiency: Advanced skill with Microsoft Office (specifically Excel and Word), Cerner, and VA Time and Attendance System (VATAS) timekeeping Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is mostly sedentary.
It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects. The position may also require stooping, reaching. lifting, pulling, and other moderate exertion or strain.
Incumbent may occasionally have to walk some distance to a meeting.
Major Duties
Total Rewards of a Allied Health Professional Duties include but not limited to: The Supervisory Medical Support Assistant (MSA) has full responsibility for supervising subordinate Advanced Medical Support Assistants (AMSA) within the service. 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; time and leave; managing clinic closures (blocking/cancellations); evaluating performance and taking disciplinary action when necessary. Works collaboratively with facility programs, services, and interprofessional coordinated care team members to facilitate access to care through focused efforts on meeting the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and videoconferencing.
Demonstrates Courtesy and Professionalism: As frontline contact with patients and staff, the Supervisory MSA sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.
Meets, Communicates, and Interacts. Demonstrates ability to meet, communicate, and interact with individuals from varying backgrounds and with other health care team members in order to complete job assignments. Operates Computerized Programs.
Demonstrates ability to use various types of office automation equipment and software, to include ability to set up, organize, and maintain record systems. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information, per HIPAA requirements.
Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor. Work Schedule: Monday-Friday, 8:00am-4:30pm Recruitment Incentive (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: May be available on an as needed (Ad-hoc) basis as determined by the supervisor Virtual: This is not a virtual position. Functional Statement #: 92049A Permanent Change of Station (PCS): Not Authorized
Conditions of Employment
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.
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
There is no educational substitute for this grade level.
How You Will Be Evaluated
Open to current permanent Federal employees in the Business Office of the Aleda E. Lutz VA Medical Center and its affiliated Community Based Outpatient Clinics. 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.
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.
VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran.
This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Smoke-free Facility: All Department of Veterans Affairs facilities are smoke-free.
Patients, visitors, and employees are not allowed to smoke in or near any facilities or on the grounds.
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 05/20/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12963977. 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: Resume SF-50/ Notification of Personnel Action Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.
Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field. 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 Other (1) Other (2) Other (3) Performance Appraisal Professional Certification Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript Veterans' Preference: Not applicable for internal applicants.