LEAD MEDICAL SUPPORT ASSISTANT

Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. The first area of consideration is to current, permanent employees of VA Puget Sound facilities. The second area of consideration is to current, permanent employees of the Dept of VA. Veterans' Preference: Does not apply to this announcement per OCHCO Bulletin, Annual Determination of Staffing Shortages, dated September 25,2025

The Lead Medical Support Assistants (LMSA) serves as the major communication link and provides continuity between the members of the patient care team and is expected to be thoroughly familiar with all administrative and operational functions of the activities that form Primary Care. Teams include the Nurse Manager, RN 's, Clinical Associates, Nurse Practitioners, Physician Assistants, Staff Physicians, Resident Physicians, Social Workers, Pharmacists, Primary Care Mental Health Providers and Students

Duties include but not limited to:

• Receives patients and visitors in person or telephonically. Records and relays messages and/or redirect calls as necessary.
• Refers urgent messages and patient results to the appropriate Care Team member for immediate action.
• Obtains identifying information and determines the nature of the visit/call. Insures eligibility for care and contacts appropriate staff members for verification, when necessary.
• Schedules appointments and provide information regarding unit, clinic and hospital policies, procedures and locations to patients, family members, staff, etc., or refers to other resources for difficult questions or concerns.
• Maintains and monitors patient appointment schedules for the unit/clinic and communicates delays in scheduled appointments to the appropriate staff and patients.
• Attempts to resolve complaints of a local administrative nature and refers other complaints to appropriate authorities.
• Coordinates and/or schedules patient appointments with other clinics or specialties.
• Receives and handles concerns ensuring that quality service is rendered in a timely, competent, and caring maimer.
• Serves as coordinator for questions including interpretation of policy relating to the provision of medical services. Responds to complex questions involving a range of issues.
• Researches problems and/or reviews issues and requests related to information regarding provisions for medical care, eligibility, etc.; clarifies issues and evaluates the need for additional information.
• Provides advice regarding regulations.
  Identifies and recommends ways of eliminating, combining, simplifying, or improving procedures and processes.
• Ensures the database integrity by monitoring, for accuracy and completeness, all systems of data entry and collection; this includes current software as well as future updates and revisions
• Verifies benefit eligibility determinations; outlines the medical care benefits to which the patient has entitlement.
• Obtains all key information needed and initiates administrative processing of basic requests and forms.
• Provides eligibility determinations and information to the medical staff.
• Copies and files documentation and enters information into the computer.
• Provides administrative support for the facility in handling written correspondence and telephone inquiries, training, contacting various ancillary services to ascertain status of admission of transfers to other facilities.
• Coordinates care with local ancillary facilities for the care and/or testing or treatment of patients; i.e. laboratory testing, radiological screening.
• Provides advisory and technical assistance to patients, administrative staff, and professional staff regarding medical care eligibility.
• Determines immediate eligibility based on information supplied by the applicant.
• Responds to technical questions regarding patient rights, responsibilities, and dental/nursing home/medical eligibility for care.
• Processes admissions and transfers into the medical center. Performs clerical work in support of the care and treatment given to patients such as receiving patients and maintaining patient files.
• Processes all requests for compensation and pension examinations from Regional Office and ensures that reports are completed accurately within allotted time frames for each step in the examination process.

Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Total Rewards of a Allied Health Professional

Work Schedule: Monday-Friday, 8:00am-4:30pm
Recruitment/Relocation Incentives : Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized

Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
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)
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 Authorized
Virtual: This is not a virtual position.
Functional Statement #: 000000
Permanent Change of Station (PCS): Not Authorized

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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.

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 Proficient.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

Specialized Experience must possess one year of specialized experience equivalent to the GS-6 grade level collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community. **Resume must include hours per week for work experience credit.

Candidates must demonstrate the KSAs below:
1. 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.
2. Ability to utilize numerous advanced patient care systems in support of multiple clinics in an interdisciplinary setting.
3. Ability to organize work, set priorities, and delegate tasks/responsibilities to meet deadlines.
4. Skill in communicating with individuals to obtain the desires effect and coordinating with a variety of interdisciplinary care team staff.
5. Ability to provide staff development and training.
6. 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 if incomplete work across multiple clinics.

References: VA Handbook 5005/117, Medical Support Assistant Qualification Standard, GS-679. Published August 1, 2019

The full performance level of this vacancy is GS 7.

Physical Requirements: The work is mostly sedentary but may require periods of standing or walking however, there are no physical requirements for the 0679 Medical Support Assistant occupation.

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.

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
• Transcript

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

Next steps