Lead Medical Support Assistant

The incumbent serves as a Lead Medical Support Assistant in the outpatient clinic setting in primary care, specialty clinics, and/or mental health. Duties may be performed in Clinic Based Outpatient Clinic (CBOC), Inpatient Units, Central Intake, Community Care, Call Center, Outpatient Clinic, or Patient Aligned Care Team (PACT) model or a Specialty Care Setting involved in a PACT model.

Major duties include but are not limited to: Monitor daily operations, assign work based on supervisory priorities, balance workloads, and maintain efficient workflow. Ensure coverage for all assigned areas and create and maintain employee work schedules. Review work quality and ensure appointments are scheduled accurately and on time. Guide staff on scheduling policies, procedures, and workflow changes. Orient and train new and current employees, provide on-the-job training, and ensure training requirements are completed. Coordinate special projects and scheduling deliverables in accordance with the National Scheduling Directive. Provide input on employee performance and resolve routine workplace issues and conflicts, escalating matters when necessary. Serve as a liaison among Medical Support Assistants, clinical staff, patients, patient advocates, and supervisors. Track and report workload related to consults, return-to-clinic orders, recall reminders, enrollments, registries, health screenings, and care coordination. Serve as a subject matter expert for scheduling, cancellations, no-shows, encounter management, screening protocols, insurance capture, registration, patient reminders, clinic profiles, eligibility, Community Care, and related communications. When assigned to Primary Care, back up PCMM functions, support data collection and validation, troubleshoot relevant software applications, validate provider-assignment information, and provide NEAR disposition coverage. Work Schedule: Monday-Friday, 7:30am-4pm & 8am-4:30pm Telework: Not available. Virtual: This is not a virtual position. Functional Statement #: 25754F Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized

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.