Lead Medical Support Assistant

Summary The Lead Medical Support Assistant in an outpatient clinic setting as part of the Health Administration Service. Duty location will be at the Fredericksburg Health Care Center, Fredericksburg VA. Perform duties related to receipt, intake and compiling of health and administrative information. The incumbent will interface with several personal computer (PC) applications as well as numerous VHA applications (such as Microsoft programs, VISTa, Electronic Health Record, and scheduling systems). Responsibilities The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, BHIP or other specialty care setting that is complex in nature and requires coordination of care such as but not limited to oncology, SCI, MST). Major duties include, but are not limited to: Incumbent uses scheduling software in accordance with VHA directives and established business rules to schedule appointments for Veterans, which include all of the following, but not limited to: Clinic visits (New, Established, Consultations, Procedures) which will include scheduling software components such as queues, orders, and referrals. Advises clinical staff on current administrative processes. Incumbent is responsible for answering phones, greeting patients, checking patients in for appointments, relaying messages to appropriate staff, scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include but are not limited to scheduling, canceling, re-scheduling appointments and /or referrals; entering no-show information; monitoring appointment requests from multiple sources; participating in huddles with other MSAs and /or clinic staff to determine the daily needs of clinics. Incumbent uses approved Electronic Health Record (EHR) in conjunction with approved scheduling software to view, process and schedule orders, Radiology Orders and referrals by interpreting and verifying provider and patient requests, which may also include but not limited to, receiving, and entering documentation into EHR in accordance with VHA policies and directives. Provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. This includes specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Coordinates with the patient care team to review clinic appointment availability and utilization to ensure that schedules are closely monitored o effectively support the needs of the clinics. Performs other duties as assigned. Work Schedule: Monday-Friday, 8:00-4:30 pm Permanent Change of Station (Relocation Assistance): Not Authorized Telework: AD-HOC only Virtual: This is not a virtual position. Functional Statement #: N/A Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. 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 dentification 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). Qualifications Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: 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. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. 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). 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). Grade Determinations: Lead Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the GS-6 grade level. AND In addition to the experience above, the candidate must demonstrate the following KSAs: (a) Ability to provide the full range of administrative and supervisory duties in a patient support setting, which includes assignment of 12 work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. (b) Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations. (c) Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting. (d) Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. (3) Assignment. For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope, complexity, difficulty, and variety. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS-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.