Lead Medical Support Assistant

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 job is open to current permanent Department of Veteran Affairs employees and current permanent Federal employees of other agencies.

The Lead Advanced Medical Support Assistant successfully engages and monitors staff, monitoring staffing matrix (clinic/unit coverage), resolves workplace issues/complaints, provider pertinent input towards performance evaluations, maintains work flow in all clinic/unit areas assigned, and assigns and assists with day to day operations:

• Orienting and providing on-the-job training for new and invested employees;
• Ensure all clinic/unit areas are rounded at least twice daily;
• Distribute and monitor work assignments at beginning of shift and follow-up on progress upon completion of tasks;
• Attend daily huddles with clinic staff;
• Attend clinical service line meetings as directed;
• Ensure all admissions, transfer and discharges are completed timely and accurately;
• Ensure all paper records are scanned into the electronic health record timely and destroyed in accordance with facility policy;
• Ensure that all assigned training requirements are completed;
• Ensure timely scheduling, canceling, re-scheduling patient's appointments and/or consults;
• Pull daily reports as directed by facility management;
• Maintain flexibility with scheduling directives and Job Instruction Sheets (JIS) & updates assigned clinic/unit binders as needed;
• Function independently and use sound judgement when performing or assigning tasks;
• Delegate tasks appropriately and communicate effectively to produce desired outcomes;
• Conduct on-going reviews of quality of work for all employees assigned under your authority;
• Provider leadership that incorporates I-CARE values within the facility mission statement;
• Lead by example;
• Manage time wisely and complete tasks in a timely and efficient manner;
• Communicate well and take directions;
• Work well under pressure and use conflict resolution when deemed necessary;
• Engage, encourage and listen to all staff;
• Analyze data & work in Excel, Word, VISTA, CPRS, Power Point, Vet-Link, EDIS, ICB, BMS/White Board, & Bio-Point;
• Report issues and concerns in a timely manner to leadership for feedback and guidance.

Work Schedule: Saturday-Wednesday, 7:30 am - 4:00 pm
Telework: AD-HOC (telework on an occasional, episodic, or short-term basis) may be authorized but is not an entitlement. VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Virtual: This is not a virtual position.
Remote: This is not a remote position.
Functional Statement #: 94392-0
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.
• 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.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

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: Must be proficient in spoken and written English IAW VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Experience and/or Education:
  • Experience. Six months of creditable 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.
  • Education. One year of education above high school from an accredited college or university recognized by the U.S. Department of Education.
  • Experience/Education Combination. Equivalent combinations of creditable experience and education that qualify for meeting the basic requirements.

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:

• GS-07 Experience: One (1) full year of specialized experience equivalent to at least the next lower grade level. Specialized experience includes but not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for the patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider.
• Knowledge, Skills, and Abilities (KSAs): In addition to the experience described above, must demonstrate all of the following KSAs:
  • 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.

Preferred Experience: Applicants currently in a permanent assignment to a position in the GS-0679 series at the GS-06 grade level will be considered best qualified.

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.

Physical Requirements: The majority of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of light items such as papers, office manuals and office supplied. Incumbent is required to sit for prolonged period of time at a computer terminal typing data while communicating on a telephone handset or headset. In addition, there can be increased stress due to fluctuating clinic volumes and the intensity of patient/customer complaints or concerns. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

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.

Area of Consideration - Eligible applications will be reviewed and referred in the following ordeR:

1. Current permanent VA employees of the facility.
2. All other VA employees.
3. Current permanent Federal employees of other agencies.

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:

• Customer Service
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Reading Comprehension
• Reasoning
• Self-Management
• Teamwork

Creditable Experience. To be creditable, the experience must have required the use of knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid or non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.

Quality of Experience. 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 at the next lower 2 grade level of the position being filled. For all assignments above the full performance level (FPL), the higher-level duties must consist of significant scope, administrative independence, complexity, 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.

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 - To verify your eligibility, you must submit a copy of your most recent Notification of Personnel Action (dated in the year 2026), Standard Form 50 (SF-50). You may obtain a copy of your SF-50 from your eOPF. Failure to provide this will exclude you from your claimed eligibility

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
• DD-214/ Statement of Service
• Disability Letter (Schedule A)
• Disability Letter (VA)
• License
• Other (1)
• Other (2)
• Other (3)
• Performance Appraisal
• Professional Certification
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

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

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