Lead Medical Support Assistant-Care in the Community

Total Rewards of a Allied Health Professional

Major duties include but are not limited to the following:

• Responsible for the coordination of Advanced MSA and MSA assignments and workflow found in the CITC team. The Lead MSA is responsible for daily workload assessments assuring proper staffing coverage maintains efficient workflow through the administrative CITC team; reviewing training records; and determining if training needs exhibit across the administrative team. The Lead MSA assists the administrative staff with complex and non-standard consults across all specialties and identifies need for resources for staff. Assignments at the level include but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; creating and maintain employee work schedules; and acting as a liaison amount Advanced MSA staff patients and other interdisciplinary staff to resolve day to day conflicts.
• Responsible for coordination of department flow and other administrative support functions associated with the day to day department operation. The Lead MSA is a subject matter expert in all administrative support packages such as FBCS CPRS VISTA VSE REFDOCS HSRM PPMS Consult Tracking Manager Message Manager Scheduling Manager and all other administrative packages required for scheduling staff to perform the functions of their role in community care.
• Ensures workload coverage which may include covering the AMSA and MSA roles as needed if gaps in staffing/coverage are identified. The incumbent identifies this need independently without supervisor direction.
• The incumbent functions are directed to them by the CITC Administrative Manager and Supervisory MSAs. The Lead MSA works with the minimal supervision and must be responsible for sound decisions at all times. The Lead MSA plans and organizes work with general assistance from the supervisor however is expected to perform at a high level of independence. The incumbent is responsible for reporting backlogs difficulties in meeting deadlines and any barriers to insuring timeliness of scheduling community care appointments. He/she is responsible for maintaining the confidentiality of information obtained to carry out required duties.
• Assists the supervisor in monitoring and ensuring the integrity of various databases to include consult management and other reports and data used in the management of administrative and customer service within the service line.

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 ( 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

***KSA Recommendation - All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge skills and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document***

Creditable Experience: Knowledge of MSA Practices. To be creditable the experience must have demonstrated the knowledge skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.

BASIC REQUIREMENTS:

a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005 Part II Chapter 3 Section A paragraph 3.g.).

b. Experience and Education.
(1) 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;
OR
(2) Education. One year above high school;
OR
(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

c. Certification. None required.
d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title series and grade held which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard but who met the qualifications applicable to the position at the time they were appointed to it the following provisions apply:(1) Such employees may be reassigned promoted or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
e. Foreign Education. To be creditable education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
f. Physical Requirements. See VA Directive and Handbook 5019.
g. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 Part II Chapter 3 Section A paragraph 3.j.

Grade Determinations:
Lead Medical Support Assistant GS-7: One year of experience equivalent to the GS-6 grade level Examples of experience may include:

• Collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors nurse practitioners physician assistants psychologists psychiatrists social workers clinical pharmacists and nursing staff) to accomplish team goal setting to ensure medical care to patients is met
• Independently set priorities and organize work to meet deadlines ensuring compliance with established procedures policies and regulations;
• Communicate tactfully and effectively electronically by phone and in writing with internal and external customers This may include preparing reports in various formats and presenting data to various organizational levels as well as resolving patient concerns
• Acquired advanced knowledge of the technical health care process (including but not limited to scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
• Acquired advanced knowledge of polices and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow and patient support care administrative functions to include but not limited to appointment cycles outside patient referrals follow-up care overbooking provider availability etc.
• Acquired advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

• 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.
• Ability to organize work set priorities and delegate tasks/responsibilities in order to meet deadlines.
• Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
• Ability to provide staff development and training.
• Ability to manage staffing requirements manage workflow priorities and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.