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 Lead MSA is responsible for planning and directing the MSA's activities as they relate to improved performance, patient flow, and clinic operations. Lead MSA will act as a mentor/educator and may lead training sessions as necessary for improved employee performance within their assigned section or to cover MSA duties from a different section. The Lead MSA will be the liaison between the MSA's and the designated supervisory official (or delegated authority during absence and/or vacancy of primary supervisor) within the section to help problem solve any scheduling, administrative, or systems issues that arise.

The Lead MSA will work closely with the Supervisory MSA, Supervisory Clinical Admin Specialist, Administrative Officer, Business Manager, and with various departments outside of Ambulatory Care to troubleshoot/resolve pertinent issues and improve administrative workflow. The Lead MSA will be responsible for learning all applicable scheduling policies and procedures, ensuring the MSA team is knowledgeable of the scheduling rules, regulations, processes, and procedures. The employee serves as a versatile resource, dedicated to the management of patient care, patient flow, and promotes the general efficiency and effectiveness of the outpatient administrative setting. The Lead MSA will identify processes and procedures in the clinic that need improvement, working in collaboration with the leadership of the clinic to prioritize and address areas for improvement. The Lead MSA will be responsible for monitoring key metrics and escalating concerns to supervisory staff.

Duties include but are not limited to:

1. Scheduling, cancelling, and re-scheduling patient appointments by managing appointment requests (including but not limited to Return-to-Clinic Orders (RTC), Recall Reminders, Veteran's Appointment Requests (VAR), Consults, and Patient initiated requests) in accordance with scheduling business rules and policies, as outlined in VHA Directive 1230, Outpatient Scheduling Management, and VHA Directive 1232, Consult Management, utilizing scheduling programs as mandated by your supervisor.
2. Consult Management: Coordinate the scheduling/rescheduling of consults or forwarding of consults to community care using the various scheduling systems and tools. Contacts the Veteran to discuss VA and community care options, gathering the Veteran's scheduling preferences, and appropriately documents all mandatory consult scheduling elements in the Consult Toolbox (CTB). Responsible for tracking consult progress from file entry date to the scheduled date or cancellation of the consult.
3. Documenting all patient related correspondences and outreach for scheduling in the electronic medical record.
4. Check-in/check-out procedures for patient visits and ensuring patient demographics (to include but not limited to mailing address, contact information, email, etc.) are validated and up to date in the patient's record. Responsible for capturing Non-VA health insurance utilizing the Insurance Capture Buffer (ICB) software.
5. Logging into phone system application, (multiline phone system application) as directed by the supervisor, to answer incoming calls in accordance with standard operating procedures and customer service policy.
6. Responsible for managing incoming and outgoing digital and physical faxes. Distributes, receives, sorts, and delivers incoming and outgoing mail or other documents to the appropriate individuals.
7. Responding to incoming correspondences, including, but not limited to, Microsoft Outlook emails, Microsoft Teams Messages, Voicemails, and Secure Messaging within the timeliness parameters as designated supervisor/department.
8. Responsible for Lobby Management, including, but not limited to: monitoring the cleanliness of the lobby (escalating concerns to other departments as necessary), restocking flyers and brochures, and addressing Veterans that have been waiting longer than 15 minutes.
9. Appropriately complete initial paperwork for walk-in "triage" patient's, notifies the appropriate nursing staff members and bring urgent matters to the immediate attention of clinical staff. Collaborates effectively with other staff to ensure patient concerns are addressed.
10. Responsible for processing view alerts per VHA policy timelines.
11. The incumbent may provide on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to new employees.
12. The Lead MSA may be tasked to provide training to employees within various sections within their department.
13. Lead MSA may be tasked to perform timekeeping duties as assigned.


Other duties as assigned.



Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor.
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not authorized.
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 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).
• 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

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.

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:

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:

• Resume
• SF-50/ Notification of Personnel Action

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.

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
• 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.

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