Lead Medical Support Assistant

About the role

The Greater Los Angeles VA Health Care System is seeking a highly motivated individual to serve as the Lead Medical Support Assistant at the West Los Angeles Call Center . The ideal candidate will demonstrate exceptional customer service skills, with the ability to effectively identify and address customer concerns to ensure satisfaction and resolve issues.

In addition, candidates should be proficient in the use of computer programs and possess experience in appointment scheduling.

What you will do

• Must possess knowledge of working processes of Advanced Medical Support Assistants.
• Incumbent must be able to assess workload at any given time and assist all staff and/or redistribute workload.
• Vast knowledge of Code of Federal Regulations (CFR), Veteran Health Administration (VHA) directives and laws governing VA medical benefits and travel benefits and the overall programs related to the health care delivery system.
• Knowledge of the Privacy Act and Freedom of Information Act.
• The incumbent can refer inquiries or situations pertaining to any element within his/her jurisdiction to a manual or other VA reference to produce an acceptable resolution.
• The incumbent has the knowledge and ability to locate, extract, and present information in clear and effective language so decisions may be made to best achieve facility goals.
• Able to provide accurate information to management, employees and patients regarding veteran benefits such as: applications and/or admissions to inpatient and/or outpatient status, nursing home care, and beneficiary travel benefits.
• The incumbent must be knowledgeable of the total VA health care operational structure and of the resources that are available to this facility.
• Understanding of the functions and responsibilities of other sections of the Business Office is essential.
• Must be competent in determining eligibility pertaining to inpatient and outpatient care, death benefits, non-VA treatment, beneficiary travel benefits, etc. Knowledge to assess documentation for accuracy, ability to review data with supervisor, skill in determining corrective actions, competent in developing monitors and an effective communicator.
• The incumbent must recognize potential workload problems resulting from shortages of personnel and be prepared to develop and suggest corrective measures to the Supervisor and/or adjust as needed.
• Prompt judgment situations are commonplace in the sections and the incumbent must perform in stressful situations, be astute in making judgment and maintain high productivity standards under situations of emotional pressure and extreme workload demand.
• The incumbent can assess the strengths and weaknesses of every subordinate employee to provide an effective and patient-oriented working mechanism throughout the section.
• Knowledge of practical applications of VistA, version changes and enhancements related to accomplishment of the mission of the Unit.
• This includes proper training of employees to ensure adequate knowledge in the daily use of these working tools.
• Ensure timely accomplishment of the assigned workload and assure that each employee has enough work to keep busy.
• Keep in touch with the status and progress of work and make day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs, which cannot be disposed of promptly.
• Give on-the-job training to new employees in accordance with established procedures and practices.
• Instruct employees on changes in work procedures.
• Provide written instructions/documentation of changes.
• Maintain current informational knowledge base and answer questions of other employees on procedures, policies, directives, etc. and obtain needed information or decisions from supervisor on problems that arise.
• Check on work in progress, review completed work of newly trained employees to ensure correct procedures have been accomplished.
• Refer to supervisor questions or matters not covered by standards and problems that make it difficult for employees to meet performance standards and competencies.
• SUPERVISORY CONTROLS The incumbent is responsible to the Supervisor and/or Business Office Manager and will perform duties with minimal supervision.
• Situations arising are often not specifically resolved by application of a written guideline.
• For this reason, the incumbent must be a capable individual with the ability to apply a great deal of mature judgment, initiative and discretion at any given time.
• CUSTOMER SERVICE Must be able to meet the needs of the customers while supporting VA missions.
• Must consistently communicate and treat customers Veterans, their representatives, visitors, and all VA staff in a courteous, tactful, and respectful manner.
• Must provide the Veteran with consistent information per established policies and procedures.
• Handles conflict and problems in dealing with the customer constructively and appropriately.
• Work Schedule: Monday - Friday 8:00am-4:30pm Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Requirements

• 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.
• 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 (***).
• 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).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• As a condition of employment for accepting this position, you may 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.
• Resumes MUST include the knowledge, skills, abilities, and competencies of the position to which you are applying and MUST BE INCLUDED ON YOUR RESUME.
• VA is unable to make assumptions about qualifications if not clearly listed.
• Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement.

Education

Education does not apply must have the Specialized Experience for this position.

Must have one of the following: 1.

High school diploma or transcript (including homeschooling) 2. General Education Development (GED) certificate 3. Proficiency certificate issued by a State or Territorial Board or Department of Education 4.

Post-high school education 5. You do not have one of the education levels listed above, but you were in the Medical Support 6.

Assistant occupation (GS-0679) on a permanent appointment with the Department of Veterans Affairs as of February 5, 2026, meeting all qualification requirements as part of the grandfathering provision 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: *** 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: ***

How you will be evaluated

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.

Documents you must provide

• Long-form resume/Curriculum vitae (CV) 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 (VA) Long-form resume/Curriculum vitae (CV) Other (1) SF-50/ Notification of Personnel Action Transcript

Benefits

Receiving Service Credit for 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.

What to expect next

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 information

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.