Lead Medical Support Assistant

About the role

This position is a Lead Medical Support Assistant in Overton Brooks VA Medical Center. Duties may be performed in Clinic Based Outpatient Clinic (CBOC), Inpatient, Call Center, Outpatient Clinic, or Patient Aligned Care Team (PACT) model or a Specialty Care Setting involved in a PACT model.

The Lead Medical Support Assistant monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow.

What you will do

• Monitors staffing levels and patient scheduling activity across all assigned clinics and CBOCs simultaneously, shifting MSA staff or adjusting coverage plans in real time to prevent gaps in patient access.
• Serves as the first point of contact for MSAs at each site when scheduling conflicts, system outages, or coverage shortages arise, determining whether the issue can be resolved locally or requires escalation to the supervisor.
• Coordinates with clinic staff, nursing, and providers at each site to align MSA coverage with clinic templates, provider availability, and fluctuating patient volume.
• Reconciles differences in local workflow practices between clinics/CBOCs to ensure consistent application of scheduling and check-in/check-out procedures VA-wide.
• Conducts recurring audits of appointment scheduling accuracy across all assigned sites, identifying and correcting scheduling errors before they affect patient care or compliance metrics.
• Reviews electronic waiting list (EWL) and recall/reminder reports for each site, ensuring Veterans are contacted and rescheduled within required timeframes.
• Monitors clinic utilization and no-show/cancellation trends across sites, bringing patterns to the supervisor's attention and recommending scheduling template adjustments.
• Ensures compliance with national scheduling directives and local SOPs at every clinic/CBOC under their oversight, adapting guidance for site-specific constraints (e.g., limited staffing at a smaller CBOC).
• Develops and delivers site-specific on-the-job training plans for new MSA's assigned to any of the covered clinics/CBOCs, accounting for differences in patient population, specialty workflows, and physical clinic layout.
• Tracks completion of mandatory training and competency requirements for MSA's across all assigned sites, following up directly with staff or supervisors when deficiencies are identified.
• Mentors current staff on complex scheduling scenarios, difficult customer service situations, and interpersonal conflicts that arise between MSAs, providers, or other clinical staff at each location.
• Provides real-time coaching during observed encounters and documents performance concerns or improvements for supervisor review.
• Builds and maintains MSA work schedules across multiple clinics/CBOCs, balancing coverage needs against approved leave, training requirements, and detail assignments.
• Adjusts staffing schedules on short notice in response to unplanned absences, ensuring no assigned clinic or CBOC is left without adequate MSA coverage.
• Coordinates cross-training of MSAs so staff can float between assigned clinics/CBOCs as needed, reducing single points of failure in coverage.
• Acts as the primary liaison between MSA staff and clinical providers, nurse managers, and administrative leadership at each assigned site to resolve day to-day operational conflicts.
• Communicates changes in national or local policy, scheduling procedures, or clinic operations to MSA staff at all covered locations, confirming understanding and consistent implementation.
• Represents the MSA perspective in clinic staff meetings or huddles at assigned sites, relaying front-line concerns to supervisors and clinical leadership.
• Compiles and reports recurring metrics (e.g., scheduling accuracy, EWL status, training compliance) across all assigned clinics/CBOCs to the supervisor, identifying trends that require intervention.
• Documents and reports recurring backlogs, staffing shortfalls, or system issues that affect multiple sites, distinguishing between site-specific problems and systemic issues warranting broader escalation.
• Work Schedule: 8:00am - 4:30pm Monday - Friday, subject to change based on the needs of the facility.
• Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases.
• 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) 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 Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Available Virtual: This is not a virtual position.
• Functional Statement #: 00275F 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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical evaluation.
• 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: ***

How you will be evaluated

Area of consideration - Eligible applications will be reviewed and referred in the following order: 1st Area of Consideration - current permanent Overton Brooks VA Medical Center employees including satellites; 2nd Area of Consideration - current permanent VA Nationwide employees 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

• To apply for this position, you must provide a complete Application Package which includes: Long-form resume/Curriculum vitae (CV) SF-50/ Notification of Personnel Action Resume Requirement: Your resume must include the following information: Job title, description of duties, beginning and ending date (month/year) of employment, and average hours worked per week.
• SF-50, Notification of Personnel Action: Most recent SF-50 if you are a current or former Federal employee Examples of 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.
• 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 Long-form resume/Curriculum vitae (CV) Performance Appraisal Professional Certification SF-50/ Notification of Personnel Action Transcript

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.