Lead Medical Support Assistant

• Department: Department of Veterans Affairs

The Lead, Medical Support Assistant (MSA) functions within the office of Community Care to perform a full range of duties related to eligibility, preferences, scheduling, provider interaction, and DME. The primary function of the Lead, MSA is to support the consult teams, by using an interdisciplinary coordinated care delivery model.

Key Responsibilities

VA Careers - Medical Support Assistant: Duties to include but not limited to the following: Collaboratively with the nurses, consult teams, and medical administration for all patient coordination of care issues. It is a complex role requiring a global understanding of VA policies, independent decision-making, and multidisciplinary collaboration.

Demonstrates exceptional interpersonal communication skills and work collaboratively with medical center programs, services, and multidisciplinary team members in providing accessibility to care and in meeting patient care needs, both clinical and administrative. Utilizes a global knowledge base to provide timely and appropriate telephone caller referral and/or problem resolution.

Serves as the coordinator of incoming telephone calls, receiving a wide range of inquiries, utilizing "administrative" systems knowledge to identify patient/caller needs, practicing independent decision‑making, coordinating care needs, assist in scheduling appointments and directing problem resolution as appropriate.

Articulates and communicates to the team assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion.

Directs the team in determining the nature of the call and assisting with communicating needs, referring the call to the appropriate clinical or administrative personnel, utilizing computer technology to ensure continuity of care through accurate patient information, communication, and documentation. Oversees a large portion of calls received will include assisting patients/callers with various needs requests.

The knowledge base will include the ability to actively read and understand the needs of the Veteran or provider about their authorization process through CPRS (Computerized Patient Record System), HSRM (HealthShare Referral Manager), and PPMS (Provider Profile Management System), and to educate callers to on the process of Community Care authorization process.

Trains and/or arranges orientation is provided for Advanced MSA's as assigned by the supervisor and/or program manager. Monitors agents work with the nurses and administrative personal to ensure symptomatic calls are routed correctly. Anticipates problems, attempts to prevent their recurrence, brainstorms solutions to problems and recommends changes for program improvement when indicated through discussion with their peers, supervisor, and program manager.

Active participation may be required, through various duties as assigned, multidisciplinary program meetings, direct interaction with their supervisor and program manager, and development and implementation of program procedures, goals, and objectives. Work Schedule: Monday thru Friday 7:30 am - 4:00pm Telework: Ad Hoc; as determined by the agency policy Virtual: This is not a virtual position.

Functional Statement #: 03939F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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.

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Which agency is hiring for this position?

This position is with Veterans Health Administration, Department of Veterans Affairs.

What is the salary for this position?

The posted pay range is $67495 – $87746/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What is the application deadline?

Applications close on 2026-10-09.

Who is eligible to apply?

This position is open under the 'Fed Transition' hiring path.

Source: USAJOBS.gov — U.S. Federal Government