Lead Medical Support Assistant

Summary

The Charleston VA Healthcare Network is recruiting for a Lead Medical Support Assistant! The Lead Medical Support Assistant (Lead MSA) is assigned to Dental Service, which provides specialized Dental services coordination throughout the clinic. The incumbent is an integral staff member of the Dental Service and Dental Return to Clinic (RTC) order/scheduling management.

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Duties

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Total Rewards of a Allied Health Professional

Major duties may include, but are not limited to:

Functions or Scopes of Practice.

The Lead Medical Support Assistant routinely reviews the pending RTC order list and assigns work to Advanced Medical Support Assistants (AMSAs) and Medical Support Assistants (MSAs) based on modality. They are responsible for reporting the status of all pending RTC orders to the MSA Supervisor and ensuring all pending consults are managed in a timely manner and in accordance with current policies.

The Lead oversees the AMSA and MSA front desk schedule, ensuring equitable rotation of staff. They create and maintain employee work schedules and assign break and lunch periods to guarantee continuous front desk coverage. Additionally, the Lead supports the service with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and community resources.

The incumbent routinely runs all Dental reports daily to ensure timely scheduling. They complete monthly scheduling audits for all AMSA and MSA staff and submit the results to the MSA Supervisor via memo. They train new AMSA and MSA staff on dental modality and front desk operations, and are responsible for tracking and evaluating training to ensure competency is achieved.

The Lead MSA provides input on employee performance and resolves daily issues related to scheduling and orders. They monitor grid management and clinical utilization and advise the MSA Supervisor accordingly. They also oversee Audiocare and Vetext to ensure AMSAs and MSAs are appropriately managing and rescheduling appointments. The Lead ensures community care consults are processed promptly and accurately by staff.

The incumbent may serve as a backup front desk MSA during staffing shortages. The Lead MSA works independently and oversees AMSA and MSA staff across various tours as needed. They perform miscellaneous office automation and desktop publishing tasks, including drafting forms, spreadsheets, work shift schedules, and database reports. They are responsible for distributing updated policies and procedures to ensure staff adherence.

Additional duties or tasks may be assigned by the supervisor to support efficient daily operations.

Work Schedule : Monday - Friday, 7:00am - 3:30pm

Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

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)

Telework : Ad hoc

Virtual: This is not a virtual position.

Functional Statement # : 62713F

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.
• Must pass pre-employment physical examination.
• 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 :

English Language Proficiency : MSTs must be proficient in spoken and written English.

Citizenship : United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

Grandfathering Provision : Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

(1) 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.

(2) Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. NOTE : This provision is not intended to regularize appointments/ placements.

Lead Medical Support Assistant, GS-07.

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

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

Preferred Experience:

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

The full performance level of this vacancy is GS-05. The actual grade at which an applicant may be selected for this vacancy is GS-07.

Physical Requirements: See Handbook 5019.

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

The Charleston VA & its CBOC's are committed to hiring a diverse workforce from various backgrounds and individuals who demonstrate a diversity, equity and inclusion-related mindset and behaviors. We are strongly seeking candidates who represent the full range of cultural and identity factors including but not limited to race, ethnicity, sex, sexual orientation/identity, gender identity and expression, age, language, abilities/disabilities, socioeconomic status, religion, spiritual practices, geographic region, and other characteristics.

Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

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.