Lead Medical Support Assistant

Duties include but are not limited to:

The position is located within the Health Administration Service and functions as the Lead Medical Support Assistant (MSA) for the PACT Specialty Care Mental Health Radiology and/or Community Care sections.

The Lead MSA provides comprehensive administrative support including appointment scheduling inbound and outbound phone communication consult review and all documentation required for coordinating patient care across the medical center and associated outpatient clinics.

As a subject matter expert in scheduling workflows and processes the Lead MSA assists with training staff coordinating workload and managing daily workflow assignments. This role requires strong communication and customer service skills and involves close collaboration with all team members responsible for administrative functions essential to timely patient care and achievement of service or unit goals.

Duties at this level include but are not limited to: ensuring coverage for all assigned areas; conducting ongoing quality reviews; ensuring accurate and timely scheduling; supporting workload distribution; assisting in the creation and maintenance of employee work schedules; providing orientation and on-the-job training for new and existing staff; ensuring compliance with all training requirements; organizing workflow within assigned areas; and serving as a liaison between MSAs and clinical staff to enhance daily operations.

The Lead MSA supports equitable distribution of workload in alignment with established workflows or job functions ensures timely completion of assigned tasks as directed by the MSA Supervisor validates and reviews completed work for adherence to required procedures directives methods and deadlines and reports findings to the MSA Supervisor. The Lead MSA may amend or reject work that does not meet established standards and provide coaching or training when needed as directed by the supervisor.

The Lead MSA monitors work status and progress adjusting priorities as necessary or requesting assistance from the supervisor when appropriate. The position coordinates with patient care teams to review clinic utilization through various reports monitor clinic setup to ensure it supports operational needs and initiate any required adjustments.

The incumbent develops and maintains effective communication with patients interdisciplinary team members VA medical centers and external agencies. Although priorities are set by the supervisor the Lead MSA independently coordinates recurring activities to ensure all responsibilities are completed accurately efficiently and in a timely manner.

Work Schedule: Full time; Work schedule will be determine upon selection.
Telework: No
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)
Virtual: This is not a virtual position.
Functional Statement #: 53191-A
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 TB examintion.
• 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.

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 Determination:

Lead Medical Support Assistant GS-07

• Experience: One year of creditable 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)