LEAD MEDICAL SUPPORT ASSISTANT

Summary

The Incumbent is assigned to Community Care as a Customer Service Lead under the supervision of the Supervisory Program Specialist and Community Care Chief. The Incumbent provides training for newly hired personnel and identifies training needs of employees while ensuring training is provided regarding the Community Care Program. Incumbent informs staff of procedural changes and provides instructions and guidance for new, non-routine, or complex assignments or to clarify published guidelines.

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Duties

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The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assures coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts. Other assigned duties are not limited to:

• The Lead MSA will monitor and make work assignment for all MSA's and provide input on performance, resolve daily workplace issues and maintains efficient workflow.
• Independently plans, organizes, and executes work through leadership and management of assigned staff to meet requirements and complete the duties and responsibilities of this position.
• Familiar with the MSA related VHA Directives, policies and procedures.
• Knowledge of patient eligibility for VA medical care, priorities for care, release of information, HIPPA laws and the Medical Fee Basis programs.
• Responsible for assisting with oversight and completing Quality and Assurance audits of medical record scanning performed by all MSA's.
• Performs duties including, but not limited to: updating demographic information, updating BMS Whiteboard, collecting insurance for third party collections, processing patient movements, and scheduling appointments.
• Must have a solid knowledge of multiple systems and current computer technology.
• Skills in compiling readily available data from prescribed sources.
• Responsible for reporting backlogs, difficulties in meeting deadlines, etc. to the supervisor, to include recommendations and plans for resolution.
• Schedules outpatient clinic appointments using Veterans Health Information Systems and Technology Architecture (VistA) scheduling options.
• Possess working knowledge of inpatient and clinic processes and services.
• Provide administrative support to variety of staff and other members of the interdisciplinary team.
• Must provide excellent customer service and must adhere to VA local, National and Service policies and procedures.
• Performs other duties as assigned.

Work Schedule : Monday thru Friday, 7:30am - 4:00pm

Telework : This position is not telework eligible.

Virtual: This is not a virtual position.

Functional Statement # : 60770F

Relocation/Recruitment Incentives : Not Authorized

Permanent Change of Station (PCS): Not Authorized

Fi nancial Disclosure Report: Not required

Requirements

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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.
• 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 evaluation.
• 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 :

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency : Applicants appointed to direct patient care positions must be proficient in spoken and written English.

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 : For GS-7 (Lead Medical Support Assistant) - In addition to the basic requirements, candidates must have the following:

Experience: One year of experience equivalent to the next lower grade level (GS-6).

Examples of experience include, but are not limited to the following: Assignments at this level include, but are not limited to addressing customer service issues, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; creation of authorizations; addressing customer service issues and delegating as appropriate; and acting as liaison between MSA and staff to resolve day-to-day conflicts.

Incumbent must be able to train staff in the requirements of Integrated Veteran Care processes, scheduling directives, Optum policies and procedures, and ensure accurate completion of duties as assigned. Incumbent is responsible for setting up and monitoring IVC/Optum clinics in VISTA, changing parameters, inactivating, reactivating, or canceling clinics in VISTA. The incumbent reviews of position descriptions and performance standards for the employees in IVC makes recommendations to management concerning any changes that need to be made. Assists supervisor in reviewing the work of subordinate employees which is documented during the year by management. This serves as the basis for recommendation for promotions,

reassignments, or performance awards. Incumbent participates in candidate interviews and makes recommendations to management on the selection of employees from the list of eligible candidates. Prepares and coordinates all administrative training for employees assigned to IVC.

The incumbent implements specific and general provisions of government-wide programs in Equal Employment Opportunity (EEO) and employee management relations to assure equal treatment t of all employees and informs employees of all aspects of personnel programs. Incumbent is responsible for managing the completion of the consultation and view alert processes for the teams within IVC to ensure compliance with VA regulations, particularly the timely processing of consultations received in IVC. This involves running reports which are available through automated databases to determine the status of consultants. Incumbents have primary responsibility for ensuring that consultants are documented as active, scheduled, complete, etc. and not in an active status requiring action, which requires close supervision by the incumbent.

The incumbent must also have a thorough knowledge of multiple systems (External Provider Scheduling system (EPS), Automated Call Distribution (ACD) system, Health share Referral Manager (HSRM) and current computer technology regarding imaging applications, PC Fax applications, and numerous VistA applications.

IMPORTANT: Education cannot be substituted for the one year of specialized experience required at this grade level.

Lead Medical Support Assistants at this level must demonstrate ALL of the Knowledge, Skills, and Abilities (KSAs) below. If selected for the position response to the KSAs need to be completed on plain paper, with a narrative description of experience, education, and training as it relates to each KSA.

1. 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 resources.
2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
4. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
5. Ability to provide staff development and training.
6. 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: Medical terminology, scheduling experience

References: VA Handbook 5005/53 Part II Appendix G45, Medical Support Assistant Qualification Standard

Physical Requirements: The work of the positions is primarily sedentary; however, some walking, standing, bending stooping and carrying of small items such as files may be required.

Education

IMPORTANT: Education may not be substituted for experience for this position.

Additional information

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.