Lead Medical Support Assistant

The Lead MSA monitors work load and work load distribution resolves daily work place issues maintains efficient workflow provides input on performance and performs audits as assigned by the supervisor.

Major Duties:

• Assuring coverage of MSA work load.
• Provide guidance to MSAs in adherence to policy and procedures.
• Maintain equal work load distribution.
• Orientates and provides training to new and current employees and ensures training requirements and competencies are met and maintained.
• Routinely communicates with supervisor(s) otherwise functions independently making decisions based on guidelines policy and procedures and performs these duties in a manner that only minimal supervision is required.
• Provides the customer consistent information according to established policies and procedures.
• Provides care and/or services appropriate to the age of the patients being served and which is appropriate to the cognitive; emotional and chronological maturation of the patient.

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.
• You may be required to serve a trial period.
• 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 ( Effective May 7 2025 drivers licenses or state-issued dentification 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.

• 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.

Qualifications

BASIC REQUIREMENTS
CITIZENSHIP: Must be a United States Citizen.
ENGLISH: Must be proficient in basic written and spoken English.
EDUCATION/EXPERIENCE:
Must possess six (6) months experience of clerical office customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant.
OR
Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school junior college college or university. One year of full-time academic study is defined as 30 semester hours 45 quarter hours or the equivalent in a college or university. (TRANSCRIPTS REQUIRED)
OR
Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED)

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION.

GS-6 LEVEL GRADE REQUIREMENTS:
SPECIALIZED EXPERIENCE: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge skills and abilities to perform successfully the duties of this position. To be creditable this experience must be equivalent to the next lower grade level GS-5 and demonstrate the knowledge skills and abilities associated with current MSA responsibilities. Experience at this level includes but is not limited to: Advising clinical staff on current administrative processes. Answering phones greeting patients relaying messages to appropriate staff inside or outside of the unit scheduling canceling re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patients eligibility status (i.e. TRICARE sharing agreements collaterals research patient VA employee etc.).
AND
KNOWLEDGE SKILLS AND ABILITIES: You also must demonstrate the following KSAs:
KSA-1. Ability to organize work set priorities and delegate tasks/responsibilities in order to meet deadlines.
in communicating with individuals to obtain the desired effect ensuring compliance with established policies and regulations.
KSA-3. Ability to provide staff development and training.
KSA-4. Ability to manage staffing requirements manage priorities and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
KSA-5. Ability to review and monitor data to ensure all reports are complete and accurate.


REFERENCE: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-06.

Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking standing twisting turning sitting pushing bending repetitive keyboarding or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.