Lead Medical Support Assistant

The Primary Purpose of the Position is: To lead HAS staff in performing and to perform administrative and clerical support work relating to the care and treatment given to patients of the inpatient units, outpatient clinics, ancillary support services, scheduling call center, Eligibility & Enrollment (E&E) Office, Beneficiary Travel Reimbursement office, and Compensation and Pension office at these facilities.

Duties include but are not limited to:

• The Lead Medical Support Assistant (LMSA) is responsible for the coordination of Advanced MSA/MSA assignments and workflow found in an interdisciplinary unit.
• LMSAs provide evaluation information of personnel and work areas to establish adequate staffing coverage. The LMSA 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.
• The LMSA is responsible for a leadership role in evaluating training records, determining training needs, and providing comprehensive, detailed, on-the-job training to all MSA staff in the clinics and administrative sections of HAS.
• LMSAs acts as a liaison between the HAS Supervisors and Clinical and/or Administrative Staff of the facility as well as among, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Keeps supervisor advised of staff evaluation information, staffing shortages, and deficiencies or non-compliance regarding performance of Medical Support Assistants (MSA) and Advanced Medical Support Assistant (AMSA).
• Responsible for coordination of administrative functions associated with the care and treatment of patients in the inpatient and outpatient clinic areas, eligibility, travel, call center, and compensation and pension sections.
• LMSA performs a range of duties that exemplify the full-performance level, which include responsibility for interpreting and verifying provider orders in accordance with the current VHA National Scheduling Directive guidelines.
• Daily use of Veteran Scheduling Enhancement (VSE), Integrated Scheduling System (ISS) and/or Veterans Health Information and Technology Architecture (Vista) software packages.
• At this level the LMSA coordinates activities within the area to include consult referrals to other services, lab, x-ray, other special studies, prints and provides unverified (A/D/T) orders or open request, and monitors completion of orders, verifies patient demographic information to include address, telephone number and next of kin (NOK) information. Clinic activities also include scheduling, rescheduling, no-shows, review Encounter report for completions/corrections, monitor of electronic wait list, consult scheduling, cancellation, and resolution.
• Informs patients about My HealtheVet in-Person Authentication and direct patients to areas associated with the program to be registered.
• Resolves informal complaints and responds to request for non-technical information on such subjects as status of reports/laboratory work, suspense dates, hours of operation, how to complete various medical forms, etc. Ensure encounters are properly addressed and closed within their scope to obtain appropriate workload credit.
• Reviews VSE open request, appointments, or consults, for closure. Completes clinic closeout- no actions taken and incomplete check-ins during daily reviews.
• Other duties as assigned

Work Schedule: Monday-Friday; 7:30 am - 4:00 pm or 8:00 am - 4:30 pm, based on the needs of the service
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: 50526-F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

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.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial- level Board or Department of Education.
• 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 Determinations: GS-0679-07 Lead Medical Support Assistant:

Experience. One year of creditable experience equivalent to the next lower grade (GS-06). Examples of creditable experience include but are not limited to: Coordinating with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary; 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; enters appropriate information into the electronic record; monitors pre- appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.

Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate must demonstrate the following KSAs:
(a) 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.
(b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
(c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
(d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
(e) Ability to provide staff development and training.
(f) 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.

Preferred Experience:

1. Experience with: Consults, RTC orders, Travel vouchers, Pre-registration, and Insurance.
2. Previous experience resolving issues concerning: Patients, Co-workers, visitors.
3. 1 year of experience providing instruction/training in a formal setting.
4. 1 year of experience with Clinical Computer software packages
5. Experience completing working deadlines within timeframe allotted.
6. Experience working closely with management

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

Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

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/.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

NOTE: If your school was accredited at the time of graduation but is no longer listed on the website, you must provide documentation of accreditation with your application packet

• 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.
• Must pass pre-employment physical examination.
• 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.