LEAD MEDICAL SUPPORT ASSISTANT Job in Manchester, NH

Vacancy No. CBTD-12751824-25-KLT Department Veterans Health Administration
Salary $56,584.00 to $73,563.00 Grade 7 to 7
Perm/Temp Permanent FT/PT Full-time
Open Date 6/17/2025 Close Date 7/7/2025
Job Link Apply Online Who may apply Status Candidates
Locations:
Manchester, NH


Summary

Thank you for your interest in working at the VA. This position serves as the Lead Medical Support Assistant in the VA Medical Center in Manchester New Hampshire. The Lead MSA performs a variety of administrative functions associated with the scheduling of patient care for clinical programs . The incumbent oversees the status of work for all lower grade AMSA/MSA positions working in the various clinical services and is considered the front line contact person.



This job is open to

Clarification from the agency

This vacancy is open to all current permanent employees of VHA Nationwide. Veterans' preference does not apply for internal or other current permanent Federal agency employees.

Duties

VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs
Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf
Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

The duties of this occupation include but are not limited to the following :

  • Provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that clerical processes, functions and goals are understood and met.
  • Utilizes knowledge of VA policies, regulations, guidelines and process as they relate to the scheduling of patient appointments, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements(i.e. labs, EKGs, x-rays) to ensure readiness for the patient visit.
  • Monitors clinic's Access to care.
  • Monitors ICB usage ensuring insurance is collected at time of appointments and captured appropriately by the incumbent and other scheduling staff.
  • Must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes involved in the delivery of the healthcare benefits package.
  • Assists with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report; supports clinics regarding utilization and clinic profile management i.e. set-up of clinic grids, cancel and restore clinics.
  • Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.
  • Prepares correspondence and memos as needed.
  • Promotes Veteran registration for and utilization of HealtheVet (MHV)
  • Stocks basic office supplies for the executive suite.
  • Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.
  • Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics.
  • Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.
  • Assures that all appropriate VA forms are used correctly, and regulations followed.
  • Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations

Work Schedule: 8:00am-4:30pm Monday - Friday
Compressed/Flexible:Not Available
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases.
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: VISN 1 - F01612

Requirements

Conditions of Employment

  • 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.
  • You may be required to serve a probationary period.
  • 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 dentification 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).

Qualifications

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 3.j.

Experience and Education: Applicants must possess one of the criteria listed below to meet the basic requirements of education and experience.

(1) Experience: Six months experience of clerical, office, customer service, or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR,

(2) Education: One year above high school; OR,

(3) Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Grandfathering Provision: 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-7 Applicants must meet the experience and all of the KSA's as listed below.

Experience: One full year ( 52 weeks) of experience equivalent to the GS-6 grade level. Examples of this experience include but are not limited to the following: Utilize knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources ; utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting ; organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines ; communicating and coordinating with a variety of interdisciplinary care team staff; provide staff development training ; manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs; follow-up on pending issues and demonstrating an understanding of the impact of incomplete work across multiple clinics.


Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below:
  • i. 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 resources.
  • ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
  • iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
  • iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
  • v. Ability to provide staff development and training.
  • vi. 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: None above the qualification standard requirements.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Promotion Potential: This vacancy is above the full performance level of the occupation , GS-07.

Physical Requirements: See VA Directive and Handbook 5019.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Required Documents

To be considered for this position, you must provide a complete Application Package which includes:

  • Resume
  • SF-50/ Notification of Personnel Action


RESUME REMINDER - Your resume must include the following information:

Name and current contact information.
Name of company and department for each position held.
Job title for each position held.
Duties (be as detailed as possible)
Month & year start/end dates (e.g. June 2017 to April 2018)
Full-time or part-time status (include hours worked per week)
Series and Grade, if applicable, for all Federal positions you have held

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
  • Performance Appraisal
  • Professional Certification
  • Resume
  • Separation Notice (RIF)
  • SF-50/ Notification of Personnel Action
  • Transcript

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/07/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12751824.

  1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
  2. Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Agency contact information

Karen Terebesi
Address
VA Manchester Healthcare System
718 Smyth Road
Manchester, NH 03104
US

Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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