Lead Medical Support Assistant

Summary The Lead Medical Support Assistants (LMSAs) are assigned to the Business Development Service Line (BDSL) located at the Cheyenne VA Health Care System (CVAHCS) in Cheyenne, WY. This includes the Fort Collins, Northern Colorado, and Loveland Outpatient Clinics. Responsibilities Function 1: Customer Service and Patient Interaction Meet the needs of customers (veterans, representatives, visitors, and VA staff) while supporting VA missions. Communicate courteously, tactfully, and respectfully with veterans, representatives, visitors, and staff. Provide veteran-centered care by emotionally supporting patients and their families and respecting their values and preference. Respond to patient inquiries concerning medical, personal, and administrative matters, referring medical questions to clinical staff. Handle conflict and problems constructively and positively while listening and responding to customer concerns. Function 2: Scheduling and Administrative Support Serves as a subject matter expert on scheduling policies and clinical flow processes, ensuring that AMSAs adhere to VHA National Scheduling Guidelines. Interview patients to obtain necessary information for appointments and referrals to specialty clinics. Verify third-party insurance information, update details in the Insurance Capture Buffer (ICB) system, and ensure the accuracy of patient records. Perform front desk duties, such as patient check-ins, answering phones, and ensuring the timely relay of messages to clinical staff. Coordinate and verify provider orders for patient appointments, including cancellations, no-shows, and rescheduling. Function 3. Training and Staff Development Evaluate the training needs of AMSAs and develop training plans to address identified gaps. Lead and deliver training sessions on key administrative processes, patient management systems, and new scheduling policies. Mentor and support less experienced AMSAs, helping them develop proficiency in their roles. Collaborate with supervisors to monitor trainees' progress and provide feedback to improve performance. Ensure that all training records are current and that AMSAs receive the necessary training to perform their duties effectively. Function 4. Complex Administrative Support and Conflict Resolution Assist the clinic with complex administrative procedures, including coordinating clinical flow processes for patient access to care across various clinics and community resources. Serve as the primary liaison between AMSA staff, patients, and interdisciplinary team members to resolve day-to-day conflicts. Provide guidance and problem-solving assistance to staff in handling patient issues, appointment scheduling conflicts, and administrative challenges. Facilitate communication between AMSAs, patients, and clinical staff to ensure the timely resolution of issues that impact patient care. Coordinate daily workload assignments, assign tasks, ensure appropriate staffing coverage, and set break schedules. Function 5. Leadership and Collaboration Lead interdisciplinary team huddles and meetings to review scheduling practices, discuss patient care needs, and resolve workload issues. Collaborate with interdisciplinary staff to ensure scheduling practices align with VA policies and meet patient needs. Provide leadership in managing patient systems, ensuring the accuracy of scheduling data and the timely completion of appointments and consults. Act as a point of contact for patients receiving care at multiple VA facilities or in the community, coordinating their care plans with the broader care team. Function 6. Data Analysis and Scheduling Compliance Conduct weekly reviews of all scheduling data to ensure compliance with scheduling directives and guidelines. Analyze and evaluate data related to return-to-clinic orders (RTC), consults, ICB, VA Online Self-Scheduling, VAOS, No-Later-Than (NLT) appointments, and urgent scheduling needs. Identify discrepancies or missed scheduling actions and take appropriate corrective actions to meet VA guidelines. Provide feedback and recommendations to improve scheduling efficiency, reduce delays, and address urgent scheduling requirements. Function 7 Compliance and Information Security Ensure compliance with policies for the security of sensitive data, including the Privacy Act of 1974. Maintain confidentiality and ensure access to sensitive information is limited to authorized staff. Report and address any violations of information security in accordance with applicable laws and regulations. Use various office automation software (e.g., VISTA, CPRS, ICBWeb, ISS, CTM) to manage patient care. Identify discrepancies or missed scheduling actions and take appropriate corrective actions to meet VA guidelines. Provide feedback and recommendations to improve scheduling efficiency, reduce delays, and address urgent scheduling requirements. Work Schedule: 8:00AM- 4:30 PM, Monday-Friday Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 51654A Relocation/Recruitment Incentives: Not authorize Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. 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: Citizenship. Be a citizen of the United States (U.S.). 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. 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: NOTE: This provision is not intended to regularize appointments/placements. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. Grade Requirements Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations In addition to the basic requirements for employment listed above, the following education and experience criteria must be met: Lead Medical Assistant, GS-7 Experience: One year of experience equivalent to the GS-6 grade level. Demonstrated Knowledge, Skills, and Abilities: At this level, candidates must also demonstrate all of 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 resources. 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. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 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. Lead Medical Assistant (GS-7) Assignment: The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS-7.Physical Requirements: The work is sedentary. While working in the clinic, physical demands include walking, getting up and down from sitting to retrieve various items and carrying items such as papers, folders, belongings, etc. Crouching and bending are required to file documents and attend to supply needs. Although constant demands, such as continually ringing telephones and continual work interruptions by staff and patients, sometimes make it very difficult for the medical support assistant to leave the work area for even a short period of time. No special physical demands are required to perform the work. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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.