Lead Medical Support Assistant

The Miami VA Healthcare System is seeking an experienced and dynamic Lead Medical Support Assistant. Ideal applicants are those who want to contribute to the achievement of quality care standards, as well as the growth and development of a VA academic hospital program. You must be an excellent communicator and team player who is adaptable to the needs of a growing medical center.

The Lead Medical Support Assistant serves as the Lead Clerk for all Medical Support Assistant staff. Patient care is delivered in a teamlet model and includes MSAs, nurses, LPNs and primary care providers and works collaboratively with other members of the expanded health care team that includes pharmacists, social workers, dieticians, etc. 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.

Other duties and responsibilities include but are not limited to:

• 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; and acting as a liaison among MSA and Advanced MSA staff, patients and other interdisciplinary staff to resolve day-to-day conflicts.
• Orienting and providing on-the-job training for new and current employees and ensuring all training needs are met.
• Ensuring the proper care and timely treatment of patients as well as assuring appointment schedules are maintained by MSA/AMSA staff for clinics
• Assisting with clinic access contingency plans by adjusting appointment times, locations or dates as well as shifting patients to other healthcare provides to resolve staffing and other coverage conflicts.
• Ensuring travel requests are processed timely and are accurately reviewed with appropriate documentation before sending to Fiscal Service.
• Training staff on how to process beneficiary travel requests and reviewing request submitted by staff.
• Supporting patient safety standards using correct VA identification of all patients and ensuring patient demographic information is validated during check-in.
• Ensuring staff collect, scan and update health insurance information for the revenue collection process.
• Scheduling appointments and utilizing the Electronic Waiting List accurately and timely.
• Setting the tone for quality healthcare services and displaying a high degree of tact and diplomacy.
• Being flexible to be pulled to work in any unit/ward due to staffing levels and workspace needs.
• Other related duties as assigned.

VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs

Work Schedule: Monday- Friday, 7:30 a.m. - 4:00 p.m.
(Note: Work schedules are determined and approved by the supervisor. The incumbent may be required to work various shifts on a permanent or temporary basis based on facility/patient care needs).
Compressed/Flexible: Not available
Recruitment/Relocation Incentives (Sign-on Bonus): Not authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 30264F
Permanent Change of Station (PCS): Not Authorized

To qualify for this position, you must meet the basic requirements as well as any additional requirements (if applicable) listed in the job announcement.

Basic Requirements: All applicants must meet the following basic qualifications.

• United States Citizenship: Must be a US Citizen.
• Education. Must possess a high school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Note: You must provide proof of this if you are selected for this position (such as a copy of your high school diploma, high school transcript, GED Certificate, homeschooling completion, proficiency certificate issued by a State or Territorial Board or Department of Education and/or college transcript).
• English Language Proficiency: In accordance with 38 U.S.C. 7402(f) and 7407(d), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.

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.

Grade Determinations: In addition to the basic requirements above, all applicants must also meet the following grade requirements to qualify for the GS-7 Lead MSA grade level.

GS-7 Lead MSA Experience. Must have at least one (1) year of experience equivalent to the GS-6 grade level. Examples of this includes, but is not limited to: performing difficult and responsible specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model; using administrative judgment of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources; recommending changes to existing clinic procedures based on current administrative guidelines; utilizing numerous advanced patient systems in support of multiple clinics; coordinating with the patient care team to review clinic appointment availability; closely monitoring the needs of the clinics and making adjustments as necessary; maintaining effective and efficient communication with the patients and providers during the inpatient to outpatient discharge; 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; entering appropriate information into the electronic record; monitoring pre-appointment information and/or requirements to assure readiness for patient visit/procedure; managing patient systems to verify and validate accuracy and resolve issues; scheduling patient appointments; evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; etc.

In addition to the experience above, you must also demonstrate the following Knowledge, Skills & 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.
2. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
3. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
4. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
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.

While we no longer require essay-style responses to our KSAs be submitted with your application, you must be able to demonstrate that you possess the KSAs that are necessary to successfully perform the work of the position. Please ensure your resume/CV/application contains sufficient information to support the level of experience/education/training you possess; otherwise, we will not be able to award you credit for the experience and qualifications that you claim.

Preferred Experience- These preferences are highly desired, but not required:

• Experience independently managing assignments involving significant scope, complexity, variety, and administrative responsibility with higher-level duties performed on a regular and recurring basis.
• Working under pressure and with individuals with various socioeconomic backgrounds in a courteous, tactful, and professional manner to complete tasks and assist Veteran patients and their families.

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-7.

Physical Requirements: Must pass a pre-employment physical evaluation as required by VA Handbook 5019. This evaluation is administered by VA Occupational Health. Work is sedentary and performed in an office environment. There is an occasional requirement for carrying of light items such as mail, papers, books, and files, and may be some stooping, standing and walking. Incumbents must be physically and mentally able to efficiently perform the essential functions of this position without hazard to themselves or others.

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/.

Proof of education: If selected for this position, you must provide proof of education- such as a copy of your high school diploma, high school transcript, GED Certificate, homeschooling completion, proficiency certificate issued by a State or Territorial Board or Department of Education and/or college transcript.

NOTE: To assist you obtain proof of education/transcripts, many schools are listed on the National Student Clearinghouse website (and may be an optional source if you are unable to locate this when needed).

Complete all application requirements detailed in the "Required Documents" section of this announcement.

• 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.
• Must pass pre-employment physical evaluation.
• 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 one or two-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.