Lead Medical Support Assistant

Total Rewards of a Allied Health Professional

The CITC team is responsible for Care in the Community program appointment management creating and maintaining authorizations for Community Care. and processing vouchers for: Authorized claims state Veterans home community nursing home home health care (skilled and non-skilled) dental treatment non-VA Pharmacy and facility Community Care referrals. The Lead MSA will assist in planning and coordinating daily workloads.
Major Duties include but are not limited to:

• Plans and carries out projects to improve the efficiency and productivity of the CITC unit.
• Identifies analyses and makes recommendations to resolve conventional problems and situations.
• Provides technical direction to all staff to ensure they have adequate knowledge to complete all tasks.
• Manages the distribution and balance of workload among staff in accordance with established workflow processes.
• Monitors the status and progress of work and adjusts in accordance with established priorities.
• Ensures timely accomplishment of assigned workloads and ensures each employee has enough work.
• Responsible for activities related to entering and maintaining vendor vendor inquiry resolving invoice issues inquiring on the status of invoices and payments and generating selected reports.
• Assists with on-the-job training for new employees as well as ongoing training for current employees.
• Monitors work for accuracy completeness and conformity with current directives.
• Coordinates timely care for the Veteran based on the priority indicated on the consult.
• Contacts CITC provider to schedule appointment; obtains necessary documentation needed for the CITC provider; coordinates with other service lines to obtain necessary information for CITC provider.
• Schedules appointments for veteran; follow-up after appointments to ensure attendance and check-up for additional procedures; manages appointments in CTM (no shows cancellations rescheduled appointments); informs providers in any change to patients CITC medical appointment.
• All other duties as assigned pertaining to this occupation to meet the needs of the Agency Department Facility and/or Service.

• 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 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.
• 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.

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.
• Education: High school diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.
• 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 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).

• 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.
• Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
• 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.
• 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.