Lead Medical Support Assistant

Summary

The Lead Medical Support Assistant (Lead MSA) performs work that impacts the administrative aspect of patient care. The Lead MSA at the Diagnostic Imaging Service is responsible for duties such as accessing scheduling/coordinating appointments, collecting and updating demographic and insurance information, patient process, and customer service, as well as assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met.

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Duties

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The VA New Jersey Health Care System (VA NJHCS) is an integrated level 1B system comprising of two (comprehensive healthcare) facilities: East Orange and Lyons; and ten Community Based Outpatient Clinics (CBOCs) located throughout the State.

Major duties include, but are not limited to:

The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between Lead MSA and staff in order to resolve day to day conflicts.

The Lead MSA is responsible for a variety of customer service functions including data entry, data retrieval and records processing. The incumbent provides oversight and guidance for staff who perform the following duties: scheduling appointments, recall scheduling and verifying provider orders for scheduling purposes, cancelling, re-scheduling and/or recalling patients' appointments, consults and/or compensation & pension (C&P) examinations; appointment reconciliation including pulling clinic lists; appointment cancellation; ensuring encounter forms are completed in order to obtain appropriate workload credit; performing data validation audits and quality care data retrieval oversight in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing eligibility, co-pay and preauthorization requirements for specific coverage; acquiring knowledge of travel and all related duties for providing treatment; authorizing and calculating reimbursement of travel expenses for qualified outpatients; collecting data necessary to prepare monthly AMIS reports; communicating scheduling and consult issues with clinical staff as needed and all other duties as described in the MSA functional statement.

The incumbent routinely communicates with physicians, case managers, and other allied health professional staff using sound inter-personal skills and is constantly aware of the sensitive nature of the information being communicated or discussed.

The incumbent is responsible for maintaining the confidentiality of information obtained to carry out required duties.

The Lead MSA shall schedule Outpatient Clinic appointments using Veteran Health Information Systems and Technology Architecture (VistA) scheduling options. The Lead MSA shall comply with established business rules to schedule and/or create provider and patient requested visits, consultations and recall scheduling; make reminder calls and send appointment letter to Veterans. The incumbent shall comply with all mandatory training requirements.

Other duties as assigned.

Work Schedule : Monday to Friday 8am to 430pm

Telework : Not Available

Virtual: This is not a virtual position.

Functional Statement # :21270-A

Permanent Change of Station (PCS): Not Authorized

Requirements

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Conditions of employment

• 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, driver's 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.

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 interest. In 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.

Qualifications

Basic Requirements. To qualify for appointment to this position, all applicants must possess the following:

• United States 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. 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.
• 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.
• 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).

Experience .

Creditable Experience. To be creditable, the experience must have required the use of knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid or non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.

Part-Time Experience. Part-time experience is creditable according to its relationship to a full-time workweek. For example, an individual employed 20 hours per week, or on a half-time basis, would receive credit for 1 full-time workweek for each 2 weeks of service.

Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level of the position being filled. For all assignments above the full performance level (FPL), the higher-level duties must consist of significant scope, administrative independence, complexity, and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Grade Determinations : In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified.

Lead Medical Support Assistant, GS-07.

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

Assignment. For all Lead assignments the Lead MSA must spend at least 25% or more of their time performing lead duties. The Lead MSA is responsible for the coordination of Advanced 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 Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Knowledge, Skills, and Abilities (KSAs) . In addition to 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

Reference: For more information on this qualification standard, please visit

The actual grade at which an applicant may be selected for this vacancy at grade 7.

Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

Education

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit:

Additional information

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.