Lead Medical Support Assistant

Duties but not limited to:

The Lead MSA is responsible for the coordination of Lead MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments assigning work and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures including clinical flow processes related to access to care across multiple clinics specialties and/or community resources.

Assignments at this level include; but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Lead MSA staff patients and other interdisciplinary staff to resolve day-to-day conflicts.

The Lead MSA position is a foundational role within VAMC Northport throughout the clinical areas of the medical center including all Outpatient Clinics Scheduling Call Center Inpatient Units HAS/Emergency Department Community Care. The incumbents work impacts the administrative aspect of patient care delivery including; access scheduling and coordination of appointments using Lead clinic access principles collecting and updating demographic and insurance information managing the Electronic Waiting (EWL) patient processing consult and order management and customer service.

The Lead MSA has expertise in utilizing numerous Lead 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 (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics; and makes adjustment as necessary.

MSAs at his level develop and/or maintain effective communication with the patient interdisciplinary coordinated care delivery model teams other VA medical centers and other agencies.

Perform duties as assigned.

Work Schedule: Monday - Friday (7:30am - 4pm)
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 25754F
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 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.

• 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:

• 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.
• Licensure/Certification/Registration. None.
• Grandfathering Provision. 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).
• Foreign Education. To be creditable education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• Physical Requirements. See VA Directive and Handbook 5019 Employee Occupational Health Service for requirements.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

• 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.