Lead Medical Support Assistant

The Lead Medical Support Assistant (Lead MSA) in the Behavioral Health Service (BHS) serves as the lead for six Advanced Medical Support Assistant (AMSA) and three Medical Support Assistant (MSA) staff. The Lead MSA will act as a liaison between staff and the supervisor to resolve day-to-day conflicts. Additionally, the Lead MSA serves as the trainer for new MSA's in the Behavioral Health Service.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

• Scheduling appointments and utilizing the Electronic Waiting List accurately and in a timely manner; all appointments will be made with the patient's input, either in person or by phone, requiring a high level of coordination to avoid patients making multiple trips to the facility whenever possible
• Notifying supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes
• Conducting daily review of active/pending consults, Electronic Wait List, Recall list, Return to Clinic orders, Online Scheduling requests, and Vetext communications for accuracy and disposition
• Monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow
• Assures accurate appointment management and coordination of all administrative information between professional staff and patients
• Updates and verifies demographic information, schedules appointments, collects insurance information, performs data entry, administratively manages consultation requests and the electronic waiting list, and notifies patients of scheduled appointments
• Maintains knowledge of quality assurance/performance improvement principles and ensures administrative functions are carried out accordingly
• Ensures proper and timely treatment of patients and continually confirms that appointment schedules are maintained by MSA staff for one or more clinics
• Ensures front-line contact with patients and staff, setting the tone for perception concerning quality of healthcare services at the VA
• Screens/receives phone calls and messages in a timely and appropriate manner, determining the nature of requests and providing desired information using privacy rules and established clinic processes
• Participates in team meetings where patient care planning and management occur, except during staff shortages for coverage
• Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities supporting direct patient care
• Coordinates administrative services for Veterans, family members, caregivers, general public, and administrative/clinical staff to ensure continuity of care
• Provides administrative support to all Behavioral Health Service staff, including clinical and administrative staff
• Protects printed and electronic files containing sensitive data in accordance with provisions of Federal privacy acts and confidentiality statutes; follows regulations and instructions regarding release of sensitive or protected patient or employee information

Work Schedule: Monday - Friday; 8:00AM - 4:30PM
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 56367F
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.
• 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.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• 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 3.j.

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: Lead Medical Support Assistant, GS-7
Experience. One year of experience equivalent to the GS-6 grade level.
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; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Candidates must demonstrate all of 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 systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
• Skill in communicating with individuals to obtain the desired 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 of incomplete work across multiple clinics.

Preferred Experience:

• Experience as an Advanced Medical Support Assistant
• Experience as an Advanced Medical Support Assistant in a VHA Behavioral Health/Mental Health Service
• Experience in analyzing, monitoring, and addressing performance
• Experience completing administrative tasks within a VHA Behavioral Health/Mental Health Service

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-07. The actual grade at which an applicant may be selected for this vacancy is GS-07.

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 by the Department of Education at the time of graduation but is no longer listed on the Accreditation: Postsecondary Education Institutions | U.S. Department of Education 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.
• 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.