Veterans Health Administration
Lead Medical Support Assistant
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Summary
Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. 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: Lead Medical Support Assistant, GS-07. Experience. One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate must demonstrate the following KSAs: 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. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Ability to provide staff development and training. 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: 1-2 year MSA experience. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-07.
Major Duties
Duties and responsibilities include, but are not limited to: Workforce Leadership and Training Serves as the primary preceptor for all new MSAs and AMSAs in the HSA 5.1 (legacy VISN 20) Float Pool Monitors work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow Assigns workload to individual AMSAs/MSAs and provides guidance on changes to policies and procedures Distributes and balances workload across staff Orients and provides on-the-job training for new and current AMSAs/MSAs in the HSA 5.1 (legacy VISN 20) Float Pool Organizes the work structure of assigned areas Acts as liaison between AMSAs/MSAs and staff to resolve day-to-day conflicts Quality Assurance and Compliance Conducts ongoing reviews to ensure quality of work Ensures accuracy and timeliness of the consult management process in accordance with national Scheduling Directives and Consult Management policies Assures coverage of the HSA 5.1 (legacy VISN 20) MSA Float Pool Patient and Customer Service Serves as the front-line contact for patients and staff, setting the tone for perceptions of health care service quality at the VA Exercises a high degree of tact and diplomacy when working with Veterans who have multiple health problems Provides supportive assistance to Veterans to ensure prompt attention to their health care coordination needs Performs at a competent level in all patient-facing duties Scheduling and Care Coordination Schedules internal and non-VA medical appointments when services are not available at a VA facility Coordinates with internal and private-sector points of contact to authorize and schedule care Receives consult requests for long-term and short-term authorization of outpatient non-VA care Tracks pre- and post-appointment follow-ups Manages clinical documentation and correspondence with Veterans and non-VA providers Administrative Support Delivers administrative support to staff and supervisors associated with (legacy VISN 20) HSA 5.1 MSA Float Pool policies and directives Completes other duties and special projects as assigned by HSA 5.1 (legacy VISN 20) MSA Float Pool leadership Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Not available Virtual: This is not a virtual position. 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. 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 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 Disability Letter (VA) Long-form resume/Curriculum vitae (CV) SF-50/ Notification of Personnel Action Transcript 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/13092557. 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, 10/29/2026. 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.