Lead Medical Support Assistant

The Lead Medical Support Assistant (Lead MSA) works under the Department of Rehabilitation Service at the San Francisco Veterans Affairs Medical Center. The Lead MSA will serve as an administrative support and coordinator for all sections under Rehabilitation which includes Audiology, Speech Pathology, Physical Therapy, Occupational Therapy, and Prosthetic and Sensory Aids Service.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Lead Medical Support Assistant (LMSA) will perform a wide variety of administrative tasks associated with maintaining and supporting the work performed within Rehabilitation Service. LMSA will monitor productivity, work assignments, provide input on performance, resolves daily workplace issues, and oversee and implement processes that support efficient and effective workflow, and effectively support the needs of the clinic. Assignments at this level include, but are not limited to: assuring coverage of all areas responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to Advanced MSAs and MSA contractors to include changes in policies and procedures; distributing and balancing workload; creating and maintaining Advanced MSAs and MSA contractors schedules; advising on employee training modules, orienting and providing on-the-job training for new and current Advanced MSAs and MSA contractors; ensuring all training requirements are met; organizing the work structure; acting as liaison between Advanced MSAs, MSA contractors, and other SFVAHCS staff in order to resolve day to day conflicts. The LMSA will interface will personal computer (PC) applications as well as numerous other programs including VISTA, CPRS, VSE Gui, IC, My HealtheVet, APAT, FSOD, and NON-VA Care Portals. LMSA will also serve as a key manager of the CISCO supervisor Desk Top phone system including the alignment of staff to the system, the day-to-day monitoring of the operational support of phone lines and the running of monthly reports to identify trends and opportunities for improvements in patient call-in support. In addition, the LMSA shall serve as the primary TMS Administrator for the admin staff, PIV sponsor, Pin-code reset administrator, timekeeper, and ADPAC. The LMSA is responsible for all scheduling workflows, to include the consult management and key metrics, Recall, Electronic Wait List maintenance, return to clinic orders (RTC), veteran appointment online scheduling (VAOS), veteran appointment request (VAR), VeText; clinic profile management (i.e. LEAF request for clinic set-up, grid changes, cancel/block/restore clinics and monitoring); ensuring insurance capture (ICB), updating patient information (i.e. next of kin, address phone number, etc.); encounter data validation; recall reminders; consult management; patient notification of appointments. The LMSA routinely analyzes data from reports such as Consult Management Dashboard, EWL, Delinquent Recall, ICB Usage, 90-Day warning and any other reports used to prepare teams for patient appointment and communicates scheduling issues to Supervisor. The LMSA manages the Encounter Actions Required Report (EARR) for the rehab service and trains/mentors clinicians in accurate completion of encounters. The LMSA provides administrative/program support work to the AO and BM such as program or office planning/space allocation, computer resources, evaluation of administrative programs or issues, correspondence control, liaison, special projects, or committee-related work. Attends Rehabilitation Staff meetings and other Medical Center Meetings as directed. Incumbent performs other duties as assigned. Work Schedule: Monday-Friday 8:00am-4:30pm or as determined by supervisor Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 662-10277-F Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized PCS Appraised Value Offer (AVO): 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.