Lead Medical Support Assistant

The Lead Medical Support Assistant (MSA) monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Incumbent may be required to provide back-up coverage for lower level positions as needed due to staffing shortages.

The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, eye, SCI, Military Sexual Trauma, etc.) and performs all related duties. Major Duties include, but are not limited to: Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. Coordinates with patient care teams to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. Develop/maintain effective and efficient communication with the patient, interdisciplinary team, management team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Coordinates all administrative aspects of the Phone Unit, Switchboard, medical specialty clinics, and associated functions of the Clinic Support Section. Train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. All other duties as assigned, pertaining to this occupation, to meet the needs of the Agency, Department, Facility, and/or Service. Work Schedule: Full-Time, Monday-Friday 7:30am-4:00pm. Telework: Ad-hoc telework may be approved as determined by agency policy. Virtual: This is not a virtual position. Functional Statement #: 22056-F 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. Must pass pre-employment physical evaluation. 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. RESUME REQUIREMENTS - Your resume MUST include the following information: Job Title (for each position) Description of duties (be as detailed as possible) Month and year start/end dates (e.g. June 2018 to April 2020) of employment Full-time or part-time status (include average hours worked per week) Grade held (for Federal positions) ----------------------------------------------------------------------------------------------------------------------------------------------------- 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.