Lead Medical Support Assistant (Clinical Contact Center)

The VISN20 VA Health Connect Clinical Contact Center (CCC) is looking to fill two vacancies for a remote Lead Medical Support Assistant.

**This is only open to VISN 20 Clinical Contact Center employees** VISN 20 includes Alaska, Idaho, Oregon and Washington VHA facilities.

The incumbent serves as Lead Advanced Medical Support Assistant (Lead MSA) in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. The Lead MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The Lead MSA is responsible for routing clinical questions to appropriate clinical staff and plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Lead MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Lead MSA collaborates to best coordinate the care needs of the Veteran.

Duties include but are not limited to:

• Assessing daily workloads
• Assigning work assignments
• Assuring proper staffing coverage
• Evaluating training records and determining training needs of MSAs
• Provides input on performance
• Resolves daily workplace issues
• Providing guidance to staff members to include changes in policies and procedures
• Creating and maintaining employee work schedules
• Scheduling, canceling, re-scheduling patient appointments and/or consults
• Gathering and obtaining medical information from patients
• Processing medication refill requests
• Managing patient systems to verify and validate accuracy and resolve issues
• Assists the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources
• Screens incoming contacts and independently routes the contacts to the appropriate area for resolution
• Provides high-quality customer service to Veterans and their families/caregivers
• Resolves Veteran complaints as appropriate

Work Schedule: Schedule TBD
Pay: TBD based off of selected incumbent's geographical location.
Remote: This is a remote position.
Financial Disclosure Report: Not required

To qualify for this position, applicants must meet all requirements by the announcement closing date, 11/12/2026

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.
• English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j

Specialized Experience: Must possess one year of specialized experience equivalent to the GS-6 grade level collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community. **Resume must include hours per week for work experience credit. **

Candidates must demonstrate the KSAs below:

• 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.
• Ability to utilize numerous advanced patient care systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks/responsibilities to meet deadlines.
• Skill in communicating with individuals to obtain the desires effect and coordinating with a variety of interdisciplinary care team staff.
• Ability to provide staff development and training.
• 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 if incomplete work across multiple clinics.

References: VA Handbook 5005/117, Medical Support Assistant Qualification Standard, GS-679. Published August 1, 2019.

The full performance level of this vacancy is GS 7.

Physical Requirements: The work is mostly sedentary but may require periods of standing or walking however, there are no physical requirements for the 0679 Medical Support Assistant occupation.

Education: Education is not used for substitution of experience at the GS 7 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 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 might be required to serve a 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.