Lead Medical Support Assistant

Summary The Lead Medical Support Assistant (MSA) at grade GS-07 is responsible for ensuring accurate and timely scheduling of appointments while providing guidance and leadership to the other MSA staff in the Office of Community Care (OCC) service line. Responsibilities VA Careers - Lead Medical Support Assistant: GS-0679-07 Lead Medical Support Assistant GENERAL DESCRIPTION OF ASSIGNED DUTIES: Lead Medical Support Assistant (MSA) at grade GS-7 is responsible for ensuring accurate and timely scheduling of appointments; providing guidance and leadership to the other MSA staff in the service line; conducting ongoing reviews to ensure quality of work; development and training, organizing work and setting priorities to ensure completion of duties is accomplished in a timely manner, have an extensive knowledge base to provide timely and appropriate telephone caller referral and problem resolution, skill in communicating with others in order to meet the caller's needs, review Office of Community Care (OCC) service line data with the Supervisor to ensure the reports are complete and accurate . MAJOR DUTIES & RESPONSIBILITIES: The Lead (MSA) is responsible for providing guidance and leadership to the other MSA as well as ensuring assistance to Veterans providing a smooth process for the management of his/her outpatient appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work. The Lead MSA will spend 75% of their time on the "floor" handling administrative tasks directly related to the Service Line and 25% of the their time will be spent monitoring, coaching and other administrative duties. This position includes, but is not limited to, work that requires a practical knowledge of computerized data entry and information processing systems, ensures the database integrity by monitoring for accuracy and completeness, creating and maintaining staff work schedules and coverage, orienting and providing on-the-job training for new and current staff, ensuring all training requirements are met, knowledge of the medical facility's organization and services, rules and regulations governing eligibility and treatment, practical knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, gives guidance and initiates action as appropriate. The Lead MSA will be given direction and guidance by the Office of Community Care Administrative Manager. Work Schedule: Monday-Friday 7:30am-4:00pm Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 608-F-3534 Relocation/Recruitment Incentives: Not Authorized. 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. 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. 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 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). You must submit a copy of your unofficial or official transcript with your application. If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official) 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-0679-07 Experience: One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs): In addition to meeting the experience above, the candidate must demonstrate the following KSAs: 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. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Ability to provide staff development and training. 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. Functions or Scope of Assigned Duties: Applies Knowledge of Medical Terminology: Demonstrates advanced knowledge of medical terminology to be able to communicate effectively with both professional and non-professional employees. Proficiency in Computerized Programs: Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. Is a qualified typist has the necessary keyboarding skills. Demonstrates Courtesy and Professionalism: Shows courtesy, respect, and a positive attitude toward patients, co-workers and the public. Provides assistance to front-line agents and assists customers with questions or concerns. Has the skill to refrain from giving medical advice. Communication: Communicates effectively, both orally and in writing. May be called upon to present call center information. Staff Development and Training: Acts as coach/trainer to the front-line agents. Ensures employees are rewarded for exceptional performance and addresses performance problems. Works Independently: Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work. Skillful Documentation: Skillful in the documentation of calls. Analytical reasoning and ability: Knowledgeable of methods used to gather, analyze, and evaluate information. Ability to read, understand and apply references and manuals, review, monitor data to ensure reports are complete and accurate. Workforce Management: Works closely with the Supervisor to build and manage the workforce based on organizational goals, budget considerations, and staffing needs. Preferred Experience: Data entry, Customer Service, Able to work in an office setting, Medical experience, referral management, able to work in person office setting, able to prioritize workload among team. Reference: For more information on this qualification standard, please visit Physical Requirements: Most of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. 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 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.