Lead Medical Support Assistant

Duties:

• Monitors and makes work assignments.
• Conducts ongoing reviews to ensure quality of work.
• Assuring coverage of all areas of responsibility.
• Ensures accurate and timely scheduling of appointments.
• Provides guidance to staff members to include changes in policies and procedures.
• Organizes the work structure of assigned areas.
• Creates and maintains employee work schedules.
• Acts as a liaison between MSA and staff in order to resolve day to day conflicts.
• Provides on-the-job training to new employees and instructs all employees on new and revised procedures.
• Assists in achieving compliance with regulatory agency standards including state federal and Joint Commission Standards.
• Interprets and communicates requirements of VHA Scheduling Directives and complete and accurate scheduling responsibilities.

Work Schedule: Monday - Friday: 8:00am - 4:30pm
Telework: Ad-hoc
Functional Statement #: 02331F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): 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.
English: Must be proficient in basic written and spoken English.
Education/Experience:

• Experience. No experience required.
• Education: Must possess a High School Diploma General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education.

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-7 LEVEL TO QUALIFY FOR THIS POSITION.

GS-7 Level Grade Requirements: You 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-6 and demonstrate the knowledge skills and abilities associated with current MSA responsibilities. Experience at this level includes but is not limited to: expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; collaborate and communicate with a wide range of medical clinicians across multiple disciplines; sets priorities and organizes work to meet deadlines ensuring compliance with established processes policies and regulations; communicates tactfully and effectively by phone in person and in writing; advanced knowledge of the technical health care process including 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; advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow and patient support care to include appointment cycles outside patient referrals follow-up care overbooking provider availability etc.; an advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

In addition to the above experience you must demonstration of the following KSAs:

1. 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.
2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
3. Ability to organize work set priorities and delegate tasks/responsibilities in order to meet deadlines.
4. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
5. Ability to provide staff development and training.
6. 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.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-7.

Physical Requirements: 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 phone.