Lead Medical Support Assistant

Total Rewards of a Allied Health Professional

Major duties may include but are not limited to:

Functions or Scopes of Practice.

The Lead Medical Support Assistant routinely reviews the pending RTC order list and assigns work to Advanced Medical Support Assistants (AMSAs) and Medical Support Assistants (MSAs) based on modality. They are responsible for reporting the status of all pending RTC orders to the MSA Supervisor and ensuring all pending consults are managed in a timely manner and in accordance with current policies.

The Lead oversees the AMSA and MSA front desk schedule ensuring equitable rotation of staff. They create and maintain employee work schedules and assign break and lunch periods to guarantee continuous front desk coverage. Additionally the Lead supports the service with complex and non-standard procedures including clinical flow processes related to access to care across multiple clinics specialties and community resources.

The incumbent routinely runs all Dental reports daily to ensure timely scheduling. They complete monthly scheduling audits for all AMSA and MSA staff and submit the results to the MSA Supervisor via memo. They train new AMSA and MSA staff on dental modality and front desk operations and are responsible for tracking and evaluating training to ensure competency is achieved.

The Lead MSA provides input on employee performance and resolves daily issues related to scheduling and orders. They monitor grid management and clinical utilization and advise the MSA Supervisor accordingly. They also oversee Audiocare and Vetext to ensure AMSAs and MSAs are appropriately managing and rescheduling appointments. The Lead ensures community care consults are processed promptly and accurately by staff.

The incumbent may serve as a backup front desk MSA during staffing shortages. The Lead MSA works independently and oversees AMSA and MSA staff across various tours as needed. They perform miscellaneous office automation and desktop publishing tasks including drafting forms spreadsheets work shift schedules and database reports. They are responsible for distributing updated policies and procedures to ensure staff adherence.

Additional duties or tasks may be assigned by the supervisor to support efficient daily operations.

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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 examination.
• 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.

Basic Requirements:

English Language Proficiency: MSTs must be proficient in spoken and written English.
Citizenship: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
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. NOTE: This provision is not intended to regularize appointments/ placements.

Lead Medical Support Assistant GS-07.

(1) Experience. One year of creditable experience equivalent to the next lower grade.

(2) Knowledge Skills and Abilities (KSAs). In addition to meeting the experience above the candidate must demonstrate the following KSAs:
(a) 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.
(b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
(c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
(d) Ability to organize work set priorities and delegate tasks/responsibilities in order to meet deadlines.
(e) Ability to provide staff development and training.
(f) 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:

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is GS-07.

Physical Requirements: See Handbook 5019.