LEAD MEDICAL SUPPORT ASSISTANT

The University Drive Pittsburgh VA Medical Center, Pittsburgh, PA, is recruiting for a Lead Medical Support Assistant position in Surgical Care. The Lead MSA provides support across a variety of administrative functions related to Veterans' outpatient visits, care, and treatments.

The Lead MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and /or care in the community resources. Some of the major duties of this position include, and are not limited to: Preferred experience as a Medical Support Assistant in the VA Delivers exceptional customer service by responding to inquiries, resolving complex issues, and maintaining high satisfaction across diverse client groups. Engages in continuous professional development, including active participation in stretch assignments, detailed leadership roles, and targeted training programs to expand core competencies Ensures accurate and timely scheduling of appointments and completion of return to clinic orders and recalls. Provides guidance to staff members to include changes in policies and procedures, distributing and balancing workload to care Provides input during team meetings to assist in resolving problems having to do with operational issues or procedure As a liaison among administrative staff, patients and other interdisciplinary staff to resolve day-to-day conflicts Records and monitors leave calendars and timekeeping duties. Sets priorities and deadlines; adjusting the flow and sequencing of the work to meet team and patient needs. Monitors work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Reviews data and reports to ensure efficiency, quality, and completion of work Follows policies and procedures related to scheduling and access workflow, unresolved open consults and return to clinic orders and responding to actionable reports for open encounters, action required and other unresolved encounter documentation reports. Enters appropriate information into the electronic health records. Assists in gathering information related to patient complaints in the GEC programs and assist the supervisors in resolving complaints in a timely fashion Develops and maintains effective and efficient communication with the patient, the interdisciplinary team, their supervisor, and other specialty services within the healthcare system. Works collaboratively with other services. Orients and provides on-the-job training for new and current employees; ensuring all training requirements are met. Participates in team huddles and meetings. Manages clinic reports. Performs administrative follow-up actions. Supports all applicable services Appointment management, Clinic profile management Manage scheduling menus in VISA to schedule appointments in GEC and other specialized programs Subject matter expert in all administrative support applications: VISTA, VSE, VISTA GUI, Secure Messaging, Consult Tracking Manager (CTM), PATS-R, etc. Preferred 1-2 years of experience with VA Scheduling Programs and management of appointments Work Schedule: 8:00am - 4:30pm, Monday to Friday Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: 000000 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. 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.