Lead Medical Support Assistant Job in Canandaigua, NY

Vacancy No. CBTE-12740316-25-DM Department Veterans Health Administration
Salary $51,215.00 to $66,583.00 Grade 7 to 7
Perm/Temp Permanent FT/PT Full-time
Open Date 5/22/2025 Close Date 5/30/2025
Job Link Apply Online Who may apply Public
Locations:
Canandaigua, NY


Summary

The Lead MSA serves as the foreman and primary trainer of MSAs assigned to the Finger Lakes VA HCS Community Care Department. The Lead MSA will be responsible for the development and execution of training strategies and plans for all MSAs assigned to department. This will include the initial training of newly hired MSAs, as well as individual developmental, improvement, and sustainment training for currently assigned MSAs.




Duties

VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs

Total Rewards of a Allied Health Professional


The Lead Medical Support Assistant (MSA) performs a variety of administrative functions associated with patient care in the community. In this position the incumbent will serve as the primary trainer for all MSAs assigned to the Community Care department. The incumbent will also be responsible for ensuring timely coordination of patient care in the community. As such, the incumbent must have knowledge of VA policies, regulations, guidelines and processes as they relate to patient scheduling practices, consult management, dialysis contracting, and both inpatient and outpatient authorizations for care. In addition, incumbent must have knowledge of the Community Care, Veteran Care Agreements and the Mission Act programs and processes; as well as an advanced understanding of medical terminology/abbreviations; and must keep abreast of rapidly changing regulations, directives, memorandums, software programs, and processes that are involved in the delivery of the healthcare in the community.

As the department Lead, the incumbent must be able to organize work, set priorities, and meet established deadlines. Incumbent must demonstrate advanced technical competency in using the integrated electronic medical record system (to include VistA, CPRS, REFDOCS, and Appointment Management), must be knowledgeable of the Provider Profile Management System (PPMS), Health Share Referral Manager (HSRM), as well as the various software, programs, and policies of the Community Care program contractor. Incumbent must demonstrate excellence in customer service and must have an advanced understanding of the Privacy Act, HIPPA rules/regulations, and the Freedom of Information Act as they relate to the handling of confidential and sensitive patient information.

Incumbent must be able to effectively train assigned MSAs, ensuring they are highly proficient, are able to achieve established performance measures, fully comprehend duties and responsibilities, follow established standard work processes within their area, and are in compliance with established policies and regulations. The Lead Community Care MSA must complete and adhere to annual VHA training requirements, have knowledge of quality assurance and performance improvement principles, and ensure these administrative measures are achieved during the performance of their duties. In addition, incumbent must be knowledgeable of Joint Commission requirements specific to his or her job, such as patient rights, emergency preparedness, information security, ethical conduct, and environment of care.

Incumbent must possess a thorough knowledge of clinic processes and services and be able to interact with various clinicians and providers throughout the hospital to ensure efficient coordination of patient care in the community. The Community Care Lead MSA must understand local and national scheduling policies, have an exceptional knowledge of consult management, have advanced knowledge of outpatient scheduling, inpatient notifications, creating of both outpatient and inpatient authorizations, contracting of dialysis care, eligibility for care using software and web applications.

Performs other duties as assigned.

Work Schedule: Monday - Friday, 7:30am - 4:00pm
Telework: Not Available
Remote: Not Available
Functional Statement #: 21N76-O
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

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.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

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.
  • 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. 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,
    • Education. One year above high school;
    • OR,
    • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
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: One year of experience equivalent to the GS-06 grade level. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non - VA medical inpatient or outpatient setting. Experience to the next lower grade includes but not limited to:
  • Scheduling, canceling, re-scheduling medical patient appointments and or consults, entering no show information.
  • Monitoring appointment requests from multiple electronic sources.
  • Participating in huddles with other MSA's and or clinic staff to determine the daily needs of the clinic.
  • Verifying and updating demographics and insurance information when patients check in for appointments.
In addition to meeting the grade requirements you must be able to demonstrate the following KSA's 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.

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. The actual grade at which an applicant may be selected for this vacancy is GS-07.

Physical Requirements: The work is administrative which requires standing, walking, sitting, stooping, bending, lifting light objects, answering telephone.

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 apply for this position, you must provide a complete Application Package which includes:

  • Resume


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
  • Professional Certification
  • Resume
  • Separation Notice (RIF)
  • SF-15
  • 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 05/30/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12740316.

  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

Donald Millender
Address
Canandaigua VA Medical Center
400 Fort Hill Ave
Canandaigua, NY 14424
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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