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
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 resume and most current SF-50.
- Cover Letter
- 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 07/23/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12766943.
- 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.
- 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.
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.