Lead Medical Support Assistant

This position is located within the Surgical & Specialty Care ICC at the St. Cloud VA Health Care System. This position will provide advanced administrative support to clinical staff members and Veterans, in addition to overseeing the daily clerical functions of the scheduling of all Surgical & Specialty Care areas.

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

Functions or Scope of Assigned Duties:

• Manages appointment scheduling, cancellations, re-scheduling, and no-show documentation following VA policies.
• Acts as liaison among Veterans, clinical staff, and external agencies, ensuring effective communication.
• Handles front desk duties, answers calls, and responds to inquiries via multiple communication systems.
• Maintains and secures medical records, verifies demographic and insurance data, and facilitates transfer of records.
• Supports clinical flow by coordinating pre-appointment requirements and monitoring clinic schedules.
• Trains new staff, assesses workload, and recommends process improvements.
• Coordinates emergency and non-emergency transfers, ensuring timely and accurate documentation.
• Uses various software systems including VISTA, CPRS and secure messaging platforms.
• Prepares reports, agendas, and minutes for team meetings, supporting Veteran care planning.
• Ensures compliance with HIPAA, VA policies, and safety protocols.
• Monitors clinic utilization, appointment accuracy, and resource use.
• Assists with outreach, community resources, and clinic operational adjustments.
• Manages workload, assigns tasks, and ensures deadlines are met.
• Acts as a mentor and trainer for MSA staff, providing guidance on communication and clerical procedures.

Work Schedule: Monday-Friday 8:00am-4:30pm
Telework: Ad-Hoc
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

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: No experience required.
• 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
• 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).

GRADE REQUIREMENTS:

Lead Medical Support Assistant GS-6

Experience: One year of creditable experience equivalent to the next lower grade.

Assignment: For all Lead assignments the Lead MSA must spend at least 25% or more of their time performing lead duties. The Lead MSA is responsible for answering questions for lower graded staff relating to health care services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Assignments at this level include, but are not limited to: 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; 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 a liaison between MSA and staff to resolve day to day conflicts.

Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below:

1. Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations.
2. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
3. Ability to provide staff development and training.
4. Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
5. Ability to review and monitor data to ensure all reports are complete and accurate.

Preferred Experience: Experience in scheduling and knowledge of Medical Terminology.

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

The full performance level of this vacancy is GS-6.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

• 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.