Lead Medical Support Assistant

The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. patient aligned care team or other specialty care setting where the patient aligned care team model is used such as oncology eye SCI Military Sexual Trauma etc.) and performs all related duties.

Major Duties include but are not limited to:

• Assist with clinic access contingency plans by adjusting appointment times location or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• Customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics.
• Coordinates with patient care teams to review the clinic utilization by using various reports (e.g. Clinic Utilization Statistical Summary) ensure that the clinic setup is closely monitored to effectively support the needs of the clinic and make any necessary adjustments.
• Develop/maintain effective and efficient communication with the patient interdisciplinary team management team VA medical centers and other agencies (e.g. assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults tests etc.).
• Coordinates all administrative aspects of the Phone Unit Switchboard medical specialty clinics and associated functions of the Clinic Support Section.
• Train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.
• All other duties as assigned pertaining to this occupation to meet the needs of the Agency Department Facility and/or Service.

Work Schedule: Full-Time Monday-Friday 7:30am-4:00pm.
Telework: Ad-hoc telework may be approved as determined by agency policy.
Virtual: This is not a virtual position.
Functional Statement #: 22056-F
Relocation/Recruitment Incentives: Not authorized.
Permanent Change of Station (PCS): Not authorized.

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position you must complete all required steps in the process. In addition to the application and questionnaire this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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.

RESUME REQUIREMENTS - Your resume MUST include the following information:

• Job Title (for each position)
• Description of duties (be as detailed as possible)
• Month and year start/end dates (e.g. June 2018 to April 2020) of employment
• Full-time or part-time status (include average hours worked per week)
• Grade held (for Federal positions)

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.
• 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).

Grade Determination:

Experience: One year of creditable experience equivalent to the next lower grade. Examples of specialized experience include but are not limited to: provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery mode work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics specialties and/or care in the community resources recommends changes to existing clinic procedures based on current administrative guidelines expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model coordinates with the patient care team to review clinic appointment availability to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments necessary.

AND

Knowledge Skills and Abilities GS-07: In addition to the required experience the candidate must demonstrate all of the following Knowledge Skills and Abilities (KSAs) on their Resume:

• 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.

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).

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is GS-07.

Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation see Duties section for essential job duties of the position. May require standing lifting carrying sitting stooping bending pulling and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.