LEAD MEDICAL SUPPORT ASSISTANT

The Lead Medical Support Assistant (MSA) is responsible for the coordination of Advanced Medical Support Assistant (AMSA) assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments and determining training needs of MSAs to provide support across interdisciplinary settings. The position is under Patient Administrative Support Service and is expected to work with all members of the health care team.

Duties include but are not limited to:

• Coordinates Advanced Medical Support Assistant assignments and workflow in clinical and call center settings. Performs daily workload assessments, assigns work, assures appropriate staffing coverage, evaluates training records, and identifies staff training needs.
• Provides input on performance, resolves daily workplace issues and maintains efficient workflow.
• 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.
• Acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Work Schedule: Monday to Friday, 7:30 am - 4:00 pm.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 640-09261F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Basic Requirements
To qualify for appointment to this position, all applicants must possess the following:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA policy and 38 U.S.C. § 7407(a).
• Experience: None.
• 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.
• Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service, for requirements.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Grandfathering Provision: May qualify based on being covered by the grandfathering provision described in the VA qualification standard for this occupation. This provision applies to VHA employees in this occupation under a permanent, appropriate, and legal placement on May 7, 2026, subject to the criteria and limitations in Section 4.e of the standard.

Grade Determinations
In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at the grade level specified.

Lead Medical Support Assistant, GS-07
Experience: One year of creditable experience equivalent to the next lower grade level, GS-06.

Knowledge, Skills, and Abilities (KSAs)
In addition to meeting the experience above, the candidate must demonstrate the following 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.

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 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.

The Lead 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. Assignments at this level include, but are not limited to:

• 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.

Reference
VA Medical Support Assistant Qualification Standard, GS-0679, effective May 7, 2026, Sections 4 and 6.f. For more information, visit https://department.va.gov/employees/va-qualifications-standards/

This vacancy is being filled at GS-07 only and has no further promotion potential.

Physical Requirements

• The work is performed in an outpatient treatment setting, typically in a front desk environment and/or call center setting. The environment involves everyday risks or discomforts that require normal safety precautions typical of this environment.
• Although the work is typically sedentary, some standing, stooping, reaching, and lifting of up to twenty (20) pounds is required. The duties and responsibilities of the position require some mobility between various clinic areas located in separate buildings.
• The employee is required to work with computer equipment at least 75% of the time, which impacts hand and wrist motions. Although the employee works in a health care facility where exposure to contagious diseases exists, the tasks required for this position do not put the employee at serious risk for this type of exposure.
• The work area is adequately lit, heated, and ventilated. The incumbent must remain composed when assisting Veterans, their families, and staff who may be upset, in distress, or hostile in manner.

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.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• 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 dentification 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 may 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.