Lead Medical Support Assistant

VA Careers - Medical Support Assistant: Lead Medical Support Assistant (LMSA) will perform a wide variety of administrative tasks associated with maintaining and supporting the work performed within Rehabilitation Service. LMSA will monitor productivity work assignments provide input on performance resolves daily workplace issues and oversee and implement processes that support efficient and effective workflow and effectively support the needs of the clinic.

Assignments at this level include but are not limited to: assuring coverage of all areas responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to Advanced MSAs and MSA contractors to include changes in policies and procedures; distributing and balancing workload; creating and maintaining Advanced MSAs and MSA contractors schedules; advising on employee training modules orienting and providing on-the-job training for new and current Advanced MSAs and MSA contractors; ensuring all training requirements are met; organizing the work structure; acting as liaison between Advanced MSAs MSA contractors and other SFVAHCS staff in order to resolve day to day conflicts.

The LMSA will interface will personal computer (PC) applications as well as numerous other programs including VISTA CPRS VSE Gui IC My HealtheVet APAT FSOD and NON-VA Care Portals. LMSA will also serve as a key manager of the CISCO supervisor Desk Top phone system including the alignment of staff to the system the day-to-day monitoring of the operational support of phone lines and the running of monthly reports to identify trends and opportunities for improvements in patient call-in addition the LMSA shall serve as the primary TMS Administrator for the admin staff PIV sponsor Pin-code reset administrator timekeeper and ADPAC.

The LMSA is responsible for all scheduling workflows to include the consult management and key metrics Recall Electronic Wait List maintenance return to clinic orders (RTC) veteran appointment online scheduling (VAOS) veteran appointment request (VAR) VeText; clinic profile management (i.e. LEAF request for clinic set-up grid changes cancel/block/restore clinics and monitoring); ensuring insurance capture (ICB) updating patient information (i.e. next of kin address phone number etc.); encounter data validation; recall reminders; consult management; patient notification of appointments.

The LMSA routinely analyzes data from reports such as Consult Management Dashboard EWL Delinquent Recall ICB Usage 90-Day warning and any other reports used to prepare teams for patient appointment and communicates scheduling issues to Supervisor. The LMSA manages the Encounter Actions Required Report (EARR) for the rehab service and trains/mentors clinicians in accurate completion of encounters.

The LMSA provides administrative/program support work to the AO and BM such as program or office planning/space allocation computer resources evaluation of administrative programs or issues correspondence control liaison special projects or committee-related work. Attends Rehabilitation Staff meetings and other Medical Center Meetings as directed. Incumbent performs other duties as assigned.

Work Schedule: Monday-Friday 8:00am-4:30pm or as determined by supervisor
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #:F
Relocation/Recruitment Incentives: Not authorized
Permanent Change of Station (PCS): Not authorized
PCS Appraised Value Offer (AVO): 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.
• 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.
Physical Requirements. See VA Directive and Handbook 5019.
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 3.j.
Experience. One year of experience equivalent to the GS-6 grade level.

Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title series and grade held which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard but who met the qualifications applicable to the position at the time they were appointed to it the following provisions apply:
(1) Such employees may be reassigned promoted or changed to a lower grade within the occupation.
(2) 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.
(3) If an employee who was converted to Title 38 Hybrid status under this provision leaves the occupation the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

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).

Grade Determinations: One year of experience equivalent to the GS-6 grade level.

Candidates must demonstrate all of the KSAs below:

i. 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.
ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
iii. Ability to organize work set priorities and delegate tasks/responsibilities in order to meet deadlines.
iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
v. Ability to provide staff development and training.
vi. 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: Must have knowledge of scheduling SOPs and processes in all sections of Rehabilitation Services (Audiology & Speech Pathology Blind Rehabilitation Physical Therapy & Occupational Therapy and Prosthetics and Sensory Aids) and have the ability to provide coverage and support.

Reference: For more information on this qualification standard please visit full performance level of this vacancy is GS-07.

Physical Requirements: The work is sedentary. Typically the employee may sit comfortably to perform portions of the work. However there is a periodic walking standing bending and lifting. No special physical demands are required to perform the work.