LEAD MEDICAL SUPPORT ASSISTANT

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.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

The Lead Medical Support Assistant's assignments at this level include, but are not limited to:

• assigning the work of subordinate staff
• resolving complex problems to ensure patient services are met
• providing feedback on new products, equipment, and systems to make recommendations for improved operations
• identifying educational or training needs of subordinate staff to the Supervisory MSA for performance improvement opportunities
• planning and directing daily MSAs' scheduling activities
• extracting and analyzing data to provide reports in support of performance measures to senior management
• works collaboratively in an interdisciplinary coordinated care delivery model
• performs all related duties associated with customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics
• assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage needs occur
• Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification
• Assures MSA staff understands and can explain the VA's mandate to collect insurance and demographic information to Veterans, their families, and other eligible patients serving a major role in the revenue process
• contributes to the revenue collection process by identifying patients with third party insurance.

Work Schedule: Monday - Friday; 8:00AM - 4:30PM
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 00000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Basic Requirements:

• United States Citizenship: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience: Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position.
• English Language Proficiency: Must be proficient in spoken and written English.

Grade Determinations: GS-7 Lead Medical Support Assistant.
Specialized Experience: In addition to the basic requirements, to qualify for the GS-7 grade level requires a minimum of one (1) year experience at the next lower grade level (GS-6). Equivalent experience includes: Assigning daily workload assessments and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. Assisting 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. 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; acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Preferred Experience:

• Distributing assignments by defining objectives, establishing priorities, and determining deadlines
• Experience participating in and leading meetings with higher-level personnel
• Thorough knowledge of eligibility for VA medical care, priorities for care, release of information, Health Information Portability and Accountability Act (HIPAA) Laws, and the Medical Fee Basis programs.
• Experience coverage and monitoring staff.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is GS7. The actual grade at which an applicant may be selected for this vacancy is in the range of GS7.

Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

Note: There is no substitution of education for experience at this grade level.

• 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. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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.