Lead Medical Support Assistant

VA Careers - Medical Support Assistant: or Scope of Assigned Duties:

• Manages appointment scheduling cancellations re-scheduling and no-show documentation following VA policies.
• Acts as liaison among Veterans clinical staff and external agencies ensuring effective communication.
• Handles front desk duties answers calls and responds to inquiries via multiple communication systems.
• Maintains and secures medical records verifies demographic and insurance data and facilitates transfer of records.
• Supports clinical flow by coordinating pre-appointment requirements and monitoring clinic schedules.
• Trains new staff assesses workload and recommends process improvements.
• Coordinates emergency and non-emergency transfers ensuring timely and accurate documentation.
• Uses various software systems including VISTA CPRS and secure messaging platforms.
• Prepares reports agendas and minutes for team meetings supporting Veteran care planning.
• Ensures compliance with HIPAA VA policies and safety protocols.
• Monitors clinic utilization appointment accuracy and resource use.
• Assists with outreach community resources and clinic operational adjustments.
• Manages workload assigns tasks and ensures deadlines are met.
• Acts as a mentor and trainer for MSA staff providing guidance on communication and clerical procedures.

• 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.
• 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.

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:

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. 7407(a).
• Experience: No experience required.
• 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
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

1. Skill in communicating with individuals to obtain the desired effect ensuring compliance with established policies and regulations.
2. Ability to organize work set priorities and delegate tasks/responsibilities in order to meet deadlines.
3. Ability to provide staff development and training.
4. Ability to manage staffing requirements manage priorities and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
5. Ability to review and monitor data to ensure all reports are complete and accurate.