Lead Medical Support Assistant Job

Vacancy No. CBSW-12758898-25-ACB Department Veterans Health Administration
Salary $66,771.00 to $86,808.00 Grade 7 to 7
Perm/Temp Permanent FT/PT Full-time
Open Date 7/10/2025 Close Date 7/22/2025
Job Link Apply Online Who may apply Status Candidates
Locations:
Clearlake, CAEureka, CAOakland, CASan Bruno, CA


Summary

The Lead MSA (Lead Medical Support Assistant) works for the San Francisco VA Health Care System (SFVAHCS), of the Sierra Pacific network (VISN 21). The position is located within the Office of Community Care (OCC). The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.

This job is open to

Clarification from the agency

**This announcement is open to the current federal employees of VISN 21 only. The selectee will be decide where they are placed. These locations include the San Francisco VA or one of the San Francisco VA Outpatient Clinics. These CBOC locations are Clearlake, Eureka, Ukiah, Oakland, San Bruno or Santa Rosa. Pay for Clearlake, Eureka, and Ukiah ranges from $55,248 - $71,827**

Duties

The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery
model. The Lead MSA serves as the administrative lead for all Medical Support Assistants (MSAs) within the assigned region/ service area. The Lead MSA sets the tone for perception concerning quality of healthcare services at SFVAHCS. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and may be frustrated with the administrative process associated with coordinating treatment with Community care providers. The Lead MSA provides a variety of complex and unique duties in the support of the MISSION Act. The Lead MSA may participate and/or lead daily team huddles to assist with the coordination of patient care planning management.

The Lead MSA is responsible for conducting daily/weekly/monthly reviews to ensure the quality of work within the assigned region/service area. These reviews include all areas related to Community Care scheduling and records management policies. The Lead MSA is to conduct reviews to ensure all MSAs complete the documentation process for all obtainable outside records into the CPRS/VISTA imaging system, ensure that required authorizations are processed for outpatient medical care programs and proposing systematic changes to improve the workflow process, workload distribution, efficiency, and effectiveness of the service. The Lead MSA will ensure that MSAs explain the VHA mandates to Veterans and their families. The Lead MSA ensures staff collect, scans, and updates health information to aid in the documentation process. The Lead MSA will conduct reviews to ensure the patient records documentation process is accurately completed daily, the creation of recall reminders, follow-up according to local policy, and any other actions required to complete the appointment/treatment process. The Lead MSA will collaborate with the OCC Training Instructor on the review of weekly scheduling audits and ensure quality scheduling/documentation practices are being performed within the assigned area. The Lead MSA will conduct reviews of the MISSION Act list to ensure the proper use of decision support tools (DST). The Lead MSA will conduct reviews to ensure patients are eligible for care at the time of scheduling. The Lead MSA will conduct other reviews related to scheduling and OCC functions, as necessary. The Lead MSA assures the promotion, registration, and utilization of community care providers. The Lead MSA will conduct reviews to ensure the proper procedure is followed regarding outside medical records (sent to the appropriate department for scanning).

The Lead MSA will ensure that all MSAs assigned to the Office of Community Care adhere local and VHA scheduling policies and procedures. This includes all aspects related to Clinically Indicated Date (CID), Desired Date. The Lead MSA will work with MSAs to ensure all appointments are made from the Community Care Provider's orders (Clinically Indicated Date) and that when a provider order is not available, the patient's desired date is recorded correctly within the scheduling package. The Lead MSA ensures all appointments are scheduled timely and accurately.

The Lead MSA will routinely review directives, policy and procedures, standard operating procedures, performance measures, and any other VHA guidance to recommend improvements and adjustments in restructuring workflow. The Lead MSA will assist with guiding MSAs, within the Office of Community Care, when new policies and procedures are released for scheduling practices. Balancing Workload/Creating Work Schedules/Coverage: The Lead MSA will distribute and balance MSA workload daily. The Lead MSA will assist the Supervisory MSA in developing work schedules and identifying contingency plans for MSA coverage gaps.

The Lead MSA will assist the Supervisory MSA with orienting new employees. The Lead MSA will provide on-the-job training after MSAs have received their mandatory training from the OCC Training Instructor and/or scheduling manager. The Lead MSA performs other duties as assigned.

Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor.
Telework: Ad-Hoc
Virtual: This is not a virtual position.
Functional Statement #: 00857-F
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.
  • 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.
  • You may be required to serve a trial 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 examination.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications

COVERAGE. The following are requirements for appointment as a Medical Support Assistant (MSA) in the Veterans Health Administration (VHA). These requirements apply to all VHA MSAs in the General Schedule (GS)-0679 series. This series covers one-grade interval administrative support positions that supervise, lead, or perform support work relating to the care and treatment given to patients in inpatient units, outpatient clinics, patient scheduling call centers, Care in the Community Support Staff (CitC), and ancillary support services. The work includes functions such as serving as an initial point of contact for the units, clinics, patient, call centers, CitC, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.

BASIC REQUIREMENTS
Citizenship. Citizen of the United States
Experience and Education:
(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.
Certification. None required.
Physical Requirements. See VA Directive and Handbook 5019.
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.

Grade Determinations. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:
Lead Medical Support Assistant, GS-7
Experience. One year of experience equivalent to the [GS-6] grade level.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
  • 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.
  • 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.
  • Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
  • 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.

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

Physical Requirements: The work is mostly sedentary. It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects. The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting.

Education

There is no education substitution at this grade level.

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
  • 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
  • DD-214/ Statement of Service
  • Resume
  • SF-50/ Notification of Personnel Action


Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

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

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 07/22/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12758898.

  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

Marcus Garrison
Address
San Francisco VA Medical Center
4150 Clement Street
San Francisco, CA 94121
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.

Additional Locations

  • San Francisco, CA
  • Santa Rosa, CA
  • Ukiah, CA


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


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