Lead Medical Support Assistant, Mental Health

Lead Medical Support Assistant

Summary: This is a Lead Medical Support Assistant position and reports to the Supervisory MSA for Mental Health in Access and Scheduling Management Service (ASMS). Responsibilities include monitoring and making work assignments, providing input on performance, resolving daily workplace issues, and maintaining efficient workflow. Assures coverage of all areas of responsibility, conducts ongoing reviews to ensure quality of work, ensures accurate and timely scheduling of appointments, provides guidance to staff members to include changes in policies and procedures, distributes and balances workload, creates and maintains employee work schedules, orients and provides on-the-job training for new and current employees, ensures all training requirements are met, organizes the work structure of his/her assigned areas, and acts as liaison between MSA and staff in order to resolve day to day conflicts.

Work Schedule: Monday - Friday 6:45 am - 3:30 pm

Telework: Not Authorized

Financial Disclosure Report: Not required

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. You may be required to serve a trial period. 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:

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/22/2025. 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 and Education: Experience. One Year 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, One Year scheduling experience in specialty services-clinic preferred. 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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Grade Determinations:

Lead Medical Support Assistant, GS-7: Experience. One year of experience equivalent to the [GS-6] grade level; 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.

For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

i. 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.

ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.

iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.

iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.

v. Ability to provide staff development and training.

vi. 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.

References: VA Handbook 5005/117, Part II, Appendix G45.

The full performance level of this vacancy is GS-07.

Physical Requirements: Must pass a pre-employment TB test.

Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Additional Information:

Receiving Service Credit or 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.