Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. This position is open to current Veterans Health Administration VISN 19 employees only located within 50 miles of a V19.

Lead Medical Support Assistant independently acts as the liaison and coordinates all administrative duties related to patient scheduling for the V19 CRH tele-mental health (TMH), tele-primary care (TPC), and telesurgery service (TSS) designated locations. Maintains electronic patient records, verifies providers' orders, and consults, and maintains census and chart records, orders office supplies and telehealth equipment, coordinates internal communications, and troubleshoots equipment. Performs administrative work in support of the care and treatment given to patients via the V19 CRH by providers.

Advises on and administers medical record systems or maintains medical records within the program using manual and/or automated systems. Assists with reviewing various scheduling reports in VSSC, implementing corrective action, assists the V19 CRH Business Operation Manager with gathering information for required reports, preparing correspondence, answering inquiries relating to the program, and preparing materials (e.g., graphs, handouts, etc.) for presentations given by the V19 CRH Business Operation Manager. Reviews appointments for completeness of encounter information for workload credit.

The V19 CRH Lead Medical Support Assistant (MSA) is the chief source of patient flow information for the V19 Clinical Resource Hub. The position typically has responsibility for the overall coordination of the V19 CRH clinics including: clinic cancellations, clinic schedules to include appointment scheduling and changes, arrangements for special studies, appointment check-ins/check-outs, consult tracking, verification of provider's orders and treatment orders, completeness and accuracy of all actions/documentation, and establishment of clinic profiles for providers in coordination with availability of TMH, TPC, and TSS time on the patient side at other VISN 19 sites.

Lead Medical Support Assistant is accountable for adherence to all organizational and departmental policies, directives, and standards pertaining to all job functions, especially the universal scheduling process, the use of electronic wait lists and the recall system, pre-registration updates, check in/check-out procedures, clinic "clean-up", patient confidentiality and privacy laws, business office policies, and insurance capture. Responsible for scheduling appointments, interpreting, and verifying orders from provider orders in accordance with VHA national scheduling guidelines. Initiates and relays messages, exchange information, make adjustments in scheduling and perform necessary coordination in carrying out program functions through scheduling, canceling, rescheduling patient appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; and ensuring encounter completion in order to obtain appropriate workload and reimbursement credit. Reviews patient records and provider orders on a variety of records, and selects, completes, and routes requests for patient activities and treatment procedures to the appropriate source. Schedules patients for follow up visits per providers' orders. Schedules all appointments on the provider side and verifies correctness of appointments scheduled for patients at other sites working closely with MSAs at 57 CBOCs.

Provides technical support on a daily basis to MSAs at remote sites as well as to providers at the local site. Provides annual position/population specific competency assessments each fiscal year for scheduling in V19 CRH CVT clinics only. Cross-cover other facilities based on completion of competencies related to cross-coverage training. Provides coverage for off-site MSAs as needed. Uses computers to perform a wide variety of record-keeping, correspondence, and tracking operations to include inputting, deleting, retrieving, and correcting information in databases or automated records. Operates a computer keyboard and printer to perform office automation duties, using a variety of software packages to include Microsoft Office Programs (Word, Excel, PowerPoint, Outlook), VistA, VistA Imaging, CPRS, MS Access, ProClarity, and Telehealth Management Platform. Receives and relays incoming and outgoing telephone, intercom, and electronic messages; receives and directs patients and visitors; answers routine inquiries providing information about the office, its functions, and standard operating procedures; and makes appropriate referral of questions concerning patients' conditions.

Work Schedule: Monday - Friday 08:00 am - 04:30 pm
Telework: Ad Hoc available
Virtual: This is not a virtual position.
Functional Statement #: 56253
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

Conditions of employment

• 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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass TB Test.
• 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

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.

Experience. One year of creditable experience equivalent to the next lower grade.
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. 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).

Lead Medical Support Assistant, GS-07. In order to be found qualified for this position, you must possess the following: One year of experience equivalent to the next lower grade level (GS-6). The required specialized experience for this position must include:

• Works collaboratively in an interdisciplinary coordinated care delivery model;
• Applies 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;
• Recommends changes to existing clinic procedures based on current administrative guidelines;
• Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model;
• Coordinates with the patient care team to review clinic appointment availability to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and
• Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies
• Manage a system for follow-up care such as consults, tests, etc.
• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient;
• Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs;
• Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.

Candidates must also demonstrate the following

Knowledge, Skills, and Abilities:

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 systems in support of multiple clinics in an interdisciplinary setting.
3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
4. Skill in communicating with individuals to obtain the desired 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 of incomplete work across multiple clinics.

GS-07 Lead Medical Support Assistant Assignment: The Lead MSA [is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead 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. Assignments at this level include but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

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).

References: VA Handbook 5005/117, PART II, APPENDIX G45

The full performance level of this vacancy is GS-07.

Physical Requirements: The work is mostly sedentary and requires employee to utilize a personal computer resulting in a large amount of keyboarding/data entry. Faxing clinical documentation to the outside providers/vendors at their request during the scheduling/approving process for Fee Basis care. Additionally, lifting and carrying items such as medical records, paperwork, folders and will be required to do tasks that require some fine manipulation skills/abilities. May be required to work many hours at a computer terminal.

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:

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:

• Resume
• SF-50/ Notification of Personnel Action

• Job title
• Pay Plan and Grades/Step Held (for Federal positions)
• Duties (Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement. If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions regarding experience. It must be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
• Month & year start/end dates (e.g., June 2007 to April 2008)
• Full-time or part-time status (include hours worked per week)

2. SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided. Please note the following. The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to 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.

Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.

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
• Other (1)
• PCS Orders
• Performance Appraisal
• Professional Certification
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.

NOTE: Waiver of Veterans Preference for Occupational Series GS-0679 Although hybrid title 38 occupations follow title 5 Veterans' preference rules, as required by the Merit Systems Protection Board (Graves v. VA, 117 M.S.P.R. 697 (2012)), 38 U.S.C. 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations among those reported to have the largest staffing shortages. Veterans Preference has been waived for the GS-0679 Occupational Series through September 30, 2026,Ref: OFFICE OF THE CHIEF HUMAN CAPITAL OFFICER (OCHCO) BULLETIN. Annual Determination of Staffing Shortages: Dated September 25, 2025.

Veterans' preference does not apply for internal or other current permanent Federal agency employees.

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