Lead Medical Support Assistant

• 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 ( Effective May 7 2025 drivers 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 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.

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.
• 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.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f).

You must submit a copy of your unofficial or official transcript with your application.

If selected to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision:

• Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)

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

• Experience: One year of creditable experience equivalent to the next lower grade.
• Knowledge Skills and Abilities (KSAs): In addition to meeting the experience above the candidate must demonstrate the following KSAs:
  • 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.
  • Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
  • 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.
  • 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.

SUPERVISORY CONTROLS: The incumbent will work closely with their supervisor to handle scheduling problems and deviations based on the personal knowledge of clinic operations and medical center policy. The incumbent along with the Leads supervisor will ensure all newly hired MSAs are properly and fully trained to carry out assigned duties. Incumbents supervisor will provide guidance and oversight but will be expected to operate independently within that guidance. The incumbent is responsible for reporting backlogs difficulties in meeting deadlines uncooperative clinicians or difficulty in securing information from clinicians or the record. The Lead MSA under guidance of the direct supervisor routinely communicates with physicians psychologists social work case managers and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. The Lead MSA plans and completes task based on established protocols and accepted practices and only refers the non-routine and high technical problems to his/her supervisor. Results of decision making and leadership will be evaluated for effectiveness efficiency customer service staff morale and conformance to VA directives and policy. Must be flexible and able to accomplish other duties as assigned by the supervisor.

Employee keeps supervisor informed when workload may exceed number of hours available to the employee. Supervision is generally limited to review of overall results on daily reports and feedback from staff and clinical teams. The Lead MSAs performance is judged in terms of overall effectiveness of the operation through broad general objectives the adequacy and accuracy of the work timeliness and conformance to established procedures policies and instructions.

Completed assignments are evaluated for technical soundness usefulness and conformance with VA requirements. Supervision is generally limited to review of overall results on daily scheduling reports insurance data capture and standards of performance as well as feedback from the clinic team to ensure mission is carried out.

APPOINTMENT SCHEDULING: Incumbent schedules outpatient appointments using Veterans Health Information Systems and Technology Architecture (VISTA) or DHCP scheduling options and VS GUI (when available). Uses established business rules to schedule appointments for Veterans. This includes clinic visits consultations and entries into the Electronic Wait List (EWL). Complies with the mandatory training requirements for the outpatient scheduling the scheduling role the incumbent supports patient safety standards using the correct Veterans Affairs identification of all patients in accordance with VHA Directive 1907.09.

CUSTOMER SERVICE REQUIREMENTS: Employee strives to meet the needs of customers while supporting VA missions. Communicates and treats customers in a courteous tactful and respectful manner. Provides the customer consistent information according to established policies and procedures. Handles conflict and problems relating to the customer in a constructive and appropriate manner.

COMPUTER SECURITY: In the performance of official duties the incumbent has regular access to electronic files containing sensitive information which must be protected under the provisions of the Health Insurance Portability and Accountability Act (HIPPA) other applicable laws federal regulations and VHA Policies. Incumbent is responsible for: (1) Protecting information for unauthorized release loss alteration or unauthorized deletion and (2) following applicable regulations instructions and security agreements regarding access to computerized files and protection of access codes. The incumbent carries out other duties as requested provides feedback and input into standard operating procedures and provides training on clinic procedures to new relief staff as necessary.

GEMS STATEMENT: Shall follow all policies and procedures to ensure compliance with all applicable environmental regulations and requirements and be good stewards of the environment through pollution prevention waste minimization and resource conservation.

Reference: For more information on this qualification standard please visit Requirements: Most of the work is performed in an office setting primarily while seated. The position requires some standing ambulation bending and carrying of items such as training addition there can be increased stress due to the intensity of a patient/customer complaint or concern.