Lead Medical Support Assistant

The incumbent serves as an Advanced Medical Support Assistant. The incumbent is under the supervision of the Supervisory Medical Support Assistant. In general, the incumbent performs clerical duties to support the Office of Community Care. The Advanced Medical Support Assistant (AMSA) works collaboratively in an interdisciplinary coordinated care delivery model such as a specialty setting where the team model is used.

Duties include, but are not limited to;

• Schedule/Reschedule veteran appointments.
• Obtain Veteran Preferences for Community Care Consults
• Request records from Community vendors.
• Answer phone calls from vendors/veterans with billing issues.
• Work with Optum to make sure claims have been paid.
• Cover ACD line when needed.
• Work ECFAX twice a month.
• Meet monthly productivity for consults/records request.
• Index Request for Service sent from Community providers.
• Keep current with TMS training.

Work Schedule: Monday - Friday, 8:00 am - 4:30 pm
Virtual: This is not a virtual position.
Functional Statement #: FS000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

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 and Education:

• Experience: None

and

• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

GS-07 Grade Determinations:

In addition to the basic requirements, you must possess the following: One-year of experience equivalent to the next lower grade level (GS-06).

Equivalent experience to the next lower grade level (GS-06) may include, but is not limited to:

• Process incoming patient secure messaging through MyHealthyVet and coordinating with care team as appropriate;
• Participating in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines,
• Adjusting the flow and sequencing of the work to meet team and patient needs;
• Identifying incomplete encounters and communicating findings to providers;
• Managing patient systems to verify and validate accuracy and resolve issues;
• Evaluate patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.

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.

AND

Demonstrate the following knowledge, skills, and abilities (KSAs):

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.

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

Physical Requirements: The work is mostly sedentary and is performed in various outpatient clinic or office settings. The performance of daily rounds to the assigned clinic areas as required.

Education: IMPORTANT. There is no education substitution at this grade level.

Education: IMPORTANT. There is no education substitution at this grade level.

• 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 (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.