Veterans Health Administration
Lead Medical Support Assistant
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Summary
Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial- level Board or Department of Education. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f) May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: GS-0679-07 Lead Medical Support Assistant: Experience. One year of creditable experience equivalent to the next lower grade (GS-06). Examples of creditable experience include but are not limited to: Coordinating with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary; participating in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; enters appropriate information into the electronic record; monitors pre- appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate must demonstrate the following KSAs: (a) Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community. (b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. (c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. (d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. (e) Ability to provide staff development and training. (f) Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. Preferred Experience: Experience with: Consults, RTC orders, Travel vouchers, Pre-registration, and Insurance. Previous experience resolving issues concerning: Patients, Co-workers, visitors. 1 year of experience providing instruction/training in a formal setting. 1 year of experience with Clinical Computer software packages Experience completing working deadlines within timeframe allotted. Experience working closely with management Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS7 Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.
Major Duties
Duties include but are not limited to: The Lead Medical Support Assistant (LMSA) is responsible for the coordination of Advanced MSA/MSA assignments and workflow found in an interdisciplinary unit. LMSAs provide evaluation information of personnel and work areas to establish adequate staffing coverage. The LMSA assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. The LMSA is responsible for a leadership role in evaluating training records, determining training needs, and providing comprehensive, detailed, on-the-job training to all MSA staff in the clinics and administrative sections of HAS. LMSAs acts as a liaison between the HAS Supervisors and Clinical and/or Administrative Staff of the facility as well as among, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Keeps supervisor advised of staff evaluation information, staffing shortages, and deficiencies or non-compliance regarding performance of Medical Support Assistants (MSA) and Advanced Medical Support Assistant (AMSA). Responsible for coordination of administrative functions associated with the care and treatment of patients in the inpatient and outpatient clinic areas, eligibility, travel, call center, and compensation and pension sections. LMSA performs a range of duties that exemplify the full-performance level, which include responsibility for interpreting and verifying provider orders in accordance with the current VHA National Scheduling Directive guidelines. Daily use of Veteran Scheduling Enhancement (VSE), Integrated Scheduling System (ISS) and/or Veterans Health Information and Technology Architecture (Vista) software packages. At this level the LMSA coordinates activities within the area to include consult referrals to other services, lab, x-ray, other special studies, prints and provides unverified (A/D/T) orders or open request, and monitors completion of orders, verifies patient demographic information to include address, telephone number and next of kin (NOK) information. Clinic activities also include scheduling, rescheduling, no-shows, review Encounter report for completions/corrections, monitor of electronic wait list, consult scheduling, cancellation, and resolution. Informs patients about My HealtheVet in-Person Authentication and direct patients to areas associated with the program to be registered. Resolves informal complaints and responds to request for non-technical information on such subjects as status of reports/laboratory work, suspense dates, hours of operation, how to complete various medical forms, etc. Ensure encounters are properly addressed and closed within their scope to obtain appropriate workload credit. Reviews VSE open request, appointments, or consults, for closure. Completes clinic closeout- no actions taken and incomplete check-ins during daily reviews. Other duties as assigned Work Schedule: Monday-Friday; 7:30 am - 4:00 pm or 8:00 am - 4:30 pm, based on the needs of the service Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 50526-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
Requirements
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 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.
Required Documents
To apply for this position, you must provide a complete Application Package which includes: Long-form resume/Curriculum vitae (CV) SF-50/ Notification of Personnel Action SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): Most recent SF-50 if you are a current or former Federal employee An SF-50 showing your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade. Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old. The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc. Cover Letter DD-214/ Statement of Service Disability Letter (Schedule A) Disability Letter (VA) License Long-form resume/Curriculum vitae (CV) Other (1) PCS Orders Performance Appraisal Professional Certification Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference. Veterans' preference does not apply for internal or other current permanent Federal agency employees.
How to Apply
Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/13084006. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 10/27/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us. To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.