Lead Medical Support Assistant

The Lead MSA plays an integral role in identifying and developing ways to resolve problems with ECHCS administrative and clinical staff on access customer service patient flow and data validation issues. Lead will:

• Consult & Authorization Management
  • Review active/pending/scheduled Community Care consults for accuracy and disposition using CPRS/VistA/VSE OCC applications and the Third-Party Administrator (TPA) portal.
  • Process authorizations promptly and document vendor demographics authorization details and billing remarks in applicable OCC systems.
  • Determine legal entitlement for authorized/unauthorized care Mill Bill and contract authorizations; compile supporting documentation for supervisory review
• Customer Support & Liaison Activities
  • Serve as the primary liaison for OCC customer support across ECHCS sites; provide face-to-face assistance and telephone guidance on CITC processes.
  • Utilize PATS-R to address PEL/PAT complaints respond to Veterans/community providers and draft written responses; support White House Hotline Congressional and other short-notice high-priority suspenses.
  • Maintain effective communication with Veterans families interdisciplinary teams and external providers; educate providers about shared patients receiving dual VA/community care.
• Scheduling Access & Patient Flow
  • Interpret and apply VHA Scheduling Directives; schedule with patient input by phone or in person; manage Electronic Wait List accurately and timely.
  • Coordinate appointments to minimize multiple trips for Veterans; monitor patient workload/scheduling reports for consistency and accurate reporting.
  • Participate in huddles/meetings with interdisciplinary teams to plan patient flow and resolve access issues.
• Documentation & Data Quality
  • Enter appropriate information into the patient record; conduct administrative follow-up and problem solving; document complaints and provide resolution updates to leadership.
  • Interpret and apply laws regulations directives and policies related to VA Healthcare Benefits and community care.
• Team Leadership (Lead MSA Responsibilities)
  • Organize set priorities and guide MSAs to meet deadlines ensuring compliance with established processes and policies; adjust workflow to meet team/patient needs and follow up on pending issues across multiple clinics.
  • Maintain proficiency in the varied and complex duties performed by OCC MSAs; provide training and feedback on clinic procedures as needed.
• Site Presence & Travel
  • Travel between OCC main office and ECHCS divisions/clinics within a single day as needed to support customer-facing liaison functions.

Work Schedule: Permanent; Monday - Friday
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases. When setting pay a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
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 $144000 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: Not Available
Virtual: This is not a virtual position.
Remote: This is not a remote position.
Functional Statement #: 57446-A
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized

• 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.
• 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 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.

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.
• 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.
• English Language Proficiency: Candidates 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).

Grandfathering Provision: Grandfathering Provision. Employees in VHA in this occupation under a permanent appropriate and legal placement on the effective date of the qualification standard are considered to have met all qualification requirements for the grade and/or assignment held including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed the following provisions apply:

1. 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.
2. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation.

Grade Determinations:

Lead Medical Support Assistant GS-07: In addition to meeting the Basic Requirements outlined above candidates must possess the required specialized experience and be able to demonstrate all Knowledge Skills and Abilities (KSAs) as summarized below.

• Experience: One year of experience equivalent to the GS-6 level. (Advising clinical staff on current administrative processes; interpreting and verifying provider orders in accordance with scheduling guidelines; scheduling canceling re-scheduling patient appointments and/or consults; 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 facilities or private hospitals and determines appointment type based on the patients eligibility status (i.e. sharing agreements collaterals research patient employee etc.)

AND

• KNOWLEDGE SKILLS AND ABILITIES (KSAs): In addition to meeting the experience above the candidate must demonstrate the following KSAs:
  • 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.
  • 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.

Preferred Experience: None

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS 07.

Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting working with others and/or alone. As typical in an office setting there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position aides permitted (which may include walking sitting standing reaching and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books binders papers etc.).

Education

IMPORTANT: If using post-high school education to substitute for experience at the GS-04 or GS-05 you must submit a copy of your unofficial or official transcript with your application.

If selected to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision:

• Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)