Lead Medical Support Assistant

The Incumbent is assigned to Community Care as a Customer Service Lead under the supervision of the Supervisory Program Specialist and Community Care Chief. The Incumbent provides training for newly hired personnel and identifies training needs of employees while ensuring training is provided regarding the Community Care Program. Incumbent informs staff of procedural changes and provides instructions and guidance for new, non-routine, or complex assignments or to clarify published guidelines.

The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assures 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; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts. Other assigned duties are not limited to: The Lead MSA will monitor and make work assignment for all MSA's and provide input on performance, resolve daily workplace issues and maintains efficient workflow. Independently plans, organizes, and executes work through leadership and management of assigned staff to meet requirements and complete the duties and responsibilities of this position. Familiar with the MSA related VHA Directives, policies and procedures. Knowledge of patient eligibility for VA medical care, priorities for care, release of information, HIPPA laws and the Medical Fee Basis programs. Responsible for assisting with oversight and completing Quality and Assurance audits of medical record scanning performed by all MSA's. Performs duties including, but not limited to: updating demographic information, updating BMS Whiteboard, collecting insurance for third party collections, processing patient movements, and scheduling appointments. Must have a solid knowledge of multiple systems and current computer technology. Skills in compiling readily available data from prescribed sources. Responsible for reporting backlogs, difficulties in meeting deadlines, etc. to the supervisor, to include recommendations and plans for resolution. Schedules outpatient clinic appointments using Veterans Health Information Systems and Technology Architecture (VistA) scheduling options. Possess working knowledge of inpatient and clinic processes and services. Provide administrative support to variety of staff and other members of the interdisciplinary team. Must provide excellent customer service and must adhere to VA local, National and Service policies and procedures. Performs other duties as assigned. Work Schedule: Monday thru Friday, 7:30am - 4:00pm Telework: This position is not telework eligible. Virtual: This is not a virtual position. Functional Statement #: 60770F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical evaluation/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 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.