Medical Support Assistant (Advanced)

Job Title

Core functions for this position include:

Reception & Scheduling: Maintains appointment schedules, assists Veterans with scheduling needs, screens and receives phone calls courteously, and provides information following privacy rules and established processes.

Veteran Support: Assists walk-in Veterans, many with complex housing, social service, or mental health needs. Helps Veterans access showers, laundry, hygiene items, clothing, and food. Provides grounding, support, and immediate assistance when Veterans are in crisis, escalating to clinical staff appropriately.

Environmental Safety & Operations: Conducts and documents routine safety checks, including emergency lighting tests, alarm tests, refrigerator temperature checks, and other required logs. Runs fire drills and tornado drills as directed. Submits and tracks work orders. Prepares incident reports and communicates with the building COR who liaises with the landlord. Serves as a key point of contact for facility related issues.

Resource Area Management: Sorts, organizes, and maintains the clothing closet. Manages the food pantry, ensuring items are rotated, stored correctly, and outdated food is removed. Cleans and maintains Veteran use laundry machines. Collects, logs, sorts, and cleans donations.

Administrative Coordination: Conducts daily review of consults, EWL, Recall list, and Audio care communications. Supports Veterans, caregivers, staff, and community partners with administrative needs. Ensures incoming records and documents are routed for scanning into CPRS. Participates in daily huddles and team meetings. Reports clinic access barriers to supervisor. Serves as timekeeper and runs/monitors assigned reports, following up with staff on overdue items.

Leadership & Coverage: Provides guidance to other support staff in absence of a supervisor. May assume duties of Program Support Assistant or other MSAs during special projects or staffing shortages. Assists with special audits, quality assurance monitors, and administrative reports.

Crisis-Aware Customer Service: Intervenes to resolve difficult situations, de-escalates distressed or dysregulated Veterans, and prevents negative outcomes when possible. Serves as a liaison and technical advisor at multiple organizational levels.

Work Schedule: Monday - Friday, 8:00am - 4:30pm

Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.

Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement).

Telework: Not available.

Virtual: This is not a virtual position.

Functional Statement #: 000000

Permanent Change of Station (PCS): Not authorized