Lead Medical Support Assistant

Medical Support Assistant

The incumbent serves as a Medical Support Assistant for the Corporal Michael J. Crescenz VA Medical Center. Duties may be performed in Clinic Based Outpatient Clinic (CBOC), Inpatient, Outpatient Clinic, RTC/Recall Team, Patient Aligned Care Team (PACT) model or a Specialty Care Setting involved in a PACT model. Responsibilities include monitoring and making work assignments, providing input on performance, resolving daily workplace issues, and maintaining efficient workflow. Assignments include assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure quality of work, ensuring accurate and timely scheduling of appointments, providing guidance to staff members to include changes in policies and procedures, distributing and balancing 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, acting as liaison between MSA and staff in order to resolve day to day conflicts, responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record, maintaining the confidentiality of information obtained to carry out required duties, communicating with physicians, case managers, and other allied health professional staff using sound interpersonal skills, and is constantly aware of the sensitive information work independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required.

Work Schedule: Monday - Friday; 8:00 am - 4:30 pm

Telework: Not Authorized

Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

Requirements

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. 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 examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications

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.

Experience: Six months 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 OR Education: One year above high school OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English.

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:

In addition to the basic requirements listed above, the following education and experience criteria must be met when determining the grade of candidates:

Lead Medical Support Assistant, GS-6

Experience. One year of experience equivalent to the [GS-5] grade level.

Assignment. The Lead MSA is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The 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 guidance to staff members, to include changes in policies and procedures; distributing and balancing 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 a liaison between MSA and staff to resolve day to day conflicts.

Lead Medical Support Assistant, GS-7

Experience. One year of experience equivalent to the next lower grade level (GS-6). Assignment. The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings.

The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Physical Requirements: Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g. files, records, etc.)