LEAD MEDICAL SUPPORT ASSISTANT

About the role

The position is in Community Care Service. The primary duties of the Lead Medical Support Assistant (MSA) are to ensure the work assignments of the other employees of the team are carried out and to perform a variety of support functions in connection with scheduling the patient for care in the community.

The Lead MSA works closely with all staff members performing the administrative details that are essential to the orderly and efficient accomplishment of Mission Act goals.

What you will do

• Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.
• Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts.
• Perform analysis to ensure proper distribution of workload.
• Estimate and report on expected time of completion of work and maintain records of work accomplishments and time expended and prepare reports as requested.
• Perform all assigned timekeeping and backup timekeeping duties and regularly run exception reports according to established guidelines and procedures.
• Check on work-in-progress or spot check work not requiring review and review completed work to see that supervisor's instructions on work sequences, procedures, methods, and deadlines have been met.
• Amend or reject work not meeting established standards.
• The Lead MSA performs a full range of duties.
• The Lead MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monito preparing for clinic visits; ensuring encounter completion to obtain appropriate workload credit, verifying and updating demographics and performing basic eligibility.
• The Lead MSA reviews patients' records and physicians' orders on a variety of records; and selects, completes, and routes requests for patient activities and treatment procedures.
• The Lead MSA counsels patients, their families, and agency employees on entitlement of benefits.
• The Lead MSA is accountable for adherence to all organizational and departmental policies and directives.
• The Lead MSA uses computers to perform a wide variety of record keeping, correspondence, and tracking operations to include inputting, deleting, retrieving, manipulating, and correcting information in databases or automated records.
• The Lead MSA operates a computer keyboard and printer to perform office automation duties, using a variety of software packages.
• The MSA creates, copies, edits, stores, retrieves, and prints a variety of narrative and tabular material.
• The MSA is able to prepare documents using the proper format, create form letters, and perform grammar checks.
• The Lead MSA receives and relays incoming and outgoing telephone, intercom, and electronic messages; receives and directs patients; answers routines inquiries providing information about the office, its functions, and standard operating procedures; and makes appropriate referral of questions concerning patients' conditions.
• Keeps time and attendance records, orders, and keepings records of supplies, assists with tracking budgetary items, and receives and distributes mail to the medical staff and patients.
• Schedules appointments and/or coordinates staff meetings, reminds supervisor/staff members of the subject matter prior to the meeting, and makes administrative arrangements as required.
• Work Schedule: Full time; 08:00- 16:30 Compressed/Flexible: Telework: Ad Hoc Pay: Competitive salary and regular salary increases.
• When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
• Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
• Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
• Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
• Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Virtual: This is not a virtual position.
• Functional Statement #: 55147A 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.
• To be considered for this position, you must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the 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 identification 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 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.

Education

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: ***

IMPORTANT: If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official transcript with your application.

If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)

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.

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 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

• 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. DD-214/ Statement of Service Resume SF-50/ Notification of Personnel Action Transcript Resume (and/or curriculum vitae) which must include the following information for each job listed: Contact Information: Your name and how best to contact you, including email address and phone number.
• Job Title/Employer Name: For each relevant work experience, be sure to include the Job Title and Employer/Company name.
• Pay Plan and Grades/Step Held: (for Federal positions) Duties: Please be as detailed as possible.
• We recommend that you include information directly related to the position you are applying to.
• Good examples of specific information can be found in the Duties and Qualifications sections of the announcement.
• Brief descriptions of job duties should demonstrate your ability to perform the tasks at the required level as stated in the job announcement - If you have performed any of those duties or have any of that experience, we are looking for that detail on your resume.
• We make no assumptions about prior work experience based on job title.
• We make no assumptions about prior work experience if you don't include the types of duties or tasks which would qualify you for the position.
• Experience must be listed on the resume under the position in which the duties were performed.
• For Federal applicants, this experience must be listed under the proper grade level to count towards qualifications.
• Month & year start/end dates: Include both month and year for each position start and end dates (example: June 2007 to April 2008) Full-time or part-time status: Include the average number of hours you worked per week (example: 40 hours per week; 32 hours per week, 20 hours per week, etc.).
• (If applicable) SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided.
• Please note the following; SF 50 showing your time-in-grade eligibility/length of experience/tenure must be submitted with your application materials.
• If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of specialized experience, as required by the announcement.
• In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of specialized experience.
• Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
• Examples of additional/appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.
• Please review the above list(s) to ensure you have included all necessary documents required for your application.
• Not every applicant will require the same documents, therefore it is the applicant's responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information.
• Applicants will be deemed ineligible if supporting documentation is not submitted.
• 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. NOTE: Waiver of Veterans Preference for Occupational Series GS-0679 Although hybrid title 38 occupations follow title 5 Veterans' preference rules, as required by the Merit Systems Protection Board (Graves v.
• 7412 waives the requirement to apply Veterans' preference to external applicants for appointments made during the fiscal year to hybrid title 38 occupations among those reported to have the largest staffing shortages.
• Veterans Preference has been waived for the GS-0679 Occupational Series through September 30, 2026,Ref: OFFICE OF THE CHIEF HUMAN CAPITAL OFFICER (OCHCO) BULLETIN.
• Annual Determination of Staffing Shortages: Dated September 30, 2027.
• Veterans' preference does not apply for internal or other current permanent Federal agency employees.

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

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.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis.

If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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.