LEAD MEDICAL SUPPORT ASSISTANT

Lead Medical Support Assistant

The position is located within the Health Administration Service and functions as the Lead Medical Support Assistant (MSA) for the PACT, Specialty Care, Mental Health, Radiology, and/or Community Care sections.

The Lead MSA provides comprehensive administrative support, including appointment scheduling, inbound and outbound phone communication, consult review, and all documentation required for coordinating patient care across the medical center and associated outpatient clinics.

As a subject matter expert in scheduling workflows and processes, the Lead MSA assists with training staff, coordinating workload, and managing daily workflow assignments. This role requires strong communication and customer service skills and involves close collaboration with all team members responsible for administrative functions essential to timely patient care and achievement of service or unit goals.

Duties at this level include, but are not limited to: ensuring coverage for all assigned areas; conducting ongoing quality reviews; ensuring accurate and timely scheduling; supporting workload distribution; assisting in the creation and maintenance of employee work schedules; providing orientation and on-the-job training for new and existing staff; ensuring compliance with all training requirements; organizing workflow within assigned areas; and serving as a liaison between MSAs and clinical staff to enhance daily operations.

The Lead MSA supports equitable distribution of workload in alignment with established workflows or job functions, ensures timely completion of assigned tasks as directed by the MSA Supervisor, validates and reviews completed work for adherence to required procedures, directives, methods, and deadlines, and reports findings to the MSA Supervisor. The Lead MSA may amend or reject work that does not meet established standards and provide coaching or training when needed, as directed by the supervisor.

The Lead MSA monitors work status and progress, adjusting priorities as necessary or requesting assistance from the supervisor when appropriate. The position coordinates with patient care teams to review clinic utilization through various reports, monitor clinic setup to ensure it supports operational needs, and initiate any required adjustments.

The incumbent develops and maintains effective communication with patients, interdisciplinary team members, VA medical centers, and external agencies. Although priorities are set by the supervisor, the Lead MSA independently coordinates recurring activities to ensure all responsibilities are completed accurately, efficiently, and in a timely manner.

Work Schedule: Full time; Work schedule will be determined upon selection.

Telework: No

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 [work experience] or 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)

Functional Statement #: 53191-A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized