This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Lead Medical Support Assistant

Department:Department Of Veterans Affairs

Agency:Veterans Affairs, Veterans Health Administration

Job Announcement Number:AG-T38-13-120-CSy-855169

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.


$38,790.00 to $50,431.00 / Per Year


Friday, March 08, 2013 to Friday, March 22, 2013




Full Time - Permanent


1 vacancy in the following location:
Temple, TX United StatesView Map


Current, Permanant Central Texas Veterans Health Care System and Current, Permanent VCS Employees


Vacancy Identification Number (VIN): 855169


To fulfill President Lincoln's promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – by serving and honoring the men and women who are America's Veterans. 

How would you like to become a part of a team providing compassionate care to Veterans?

As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries.

NOTE:  The Professional Standards Board (a peer-review group) will review the selected candidate’s education and experience and recommend the step at which the candidate will be placed in that specific grade.  The salary is based on the grade and step approved for the selected candidate.


VA encourages persons with disabilities to apply




  • U. S. Citizenship
  • Must pass pre-employment examination
  • English Language Proficiency required
  • Designated and-or Random Drug Testing may be required


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This is a bargaining unit position.

Tour of Duty: 8:00 a.m. – 4:30 p.m. or 7:30 a.m. – 4:00 p.m. as assigned, Monday - Friday. Tour of Duty may change as the needs of the service and facility access requirements change.



The incumbent serves as the Lead Medical Support Assistant (MSA) for the Patient Aligned Care Team, aligned under Ambulatory Care Service. The Incumbent works directly under the Supervisory Medical Support Assistant.   Incumbent must be able to perform all of the duties of each of the administrative employees within PACT. The incumbent will not have direct supervision of employees.  Incumbent monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains 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. The incumbent is responsible for ensuring all MSA desks are maintained;  orients and provides on-the-job training for new and current employees; ensures all training requirements are met. The incumbent coordinates with the patient care team to review the clinic utilization by using various reports, ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and makes any necessary adjustments.  Patient care is delivered in a team based approach known as a teamlet.  The PACT teamlet consist of a MSA, a Licensed Practical Nurse (LPN)/ Licensed Vocational Nurse (LVN), a Registered Nurse (RN), and Primary Care Provider.  Participates in team huddles and team meetings to manage and plan patient care; sets priorities and deadlines, adjusts the flow and sequence of the work to meet team and patient needs.  May work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record.  The incumbent is responsible for scheduling Shared Medical Appointments (SMAs) for the assigned teamlets panels, as instructed per PACT teamlet orders entered into Computerized Patient Record System (CPRS). The incumbent greets Veterans upon entrance to the Outpatient PACT Clinic waiting area. Gathers information from the Veteran and assists the Veteran to meet with staff that is able to assist in meeting their healthcare needs.  The incumbent will monitor patients in the waiting area and insure the safety of staff and Veterans by insuring that Veterans follow the rules and remain in the front service area until escorted inside the staff office area. The incumbent is responsible for identifying incomplete encounter information and communicating findings to providers to facilitate accurate workload credit and revenue collection. The incumbent will ensure that when patient information is received all necessary health insurance information is integrated into CPRS through scanning hardware and Vista Imaging software.  The incumbent will utilize the Automated Call Distribution (ACD) phone system in receiving Veterans calls in contacting his/her teamlet. The incumbent must possess working knowledge of clinic processes and services to function in and interact with various clinics throughout the hospital. The incumbent schedules appointment coordination for diagnostic testing and consultative appointments for many clinical services per orders placed in CPRS.  Assists with ensuring panic buttons are tested monthly, fire inspections completed timely, and environment of care findings acted upon timely.  The incumbent must be able to communicate with contractors and vendors regarding general concerns.  The incumbent promotes My HealtheVet (MHV) education, registration, and utilization. Upon Veteran’s request to change provider, the incumbent will complete Veteran’s request using the Primary Care Management Module (PCMM) program. Incumbent provides on-the-job training to new employees in accordance with established procedures and practices.  He/she  provides ongoing process improvements and shares new information/procedures with other staff.  Personal contacts are with a wide variety of individuals both external and internal to the organization. Provides direct customer service that is prompt, friendly, and cooperative.  Incumbent must actively communicate with supervisor.  Composes minutes for Clinic staff meetings.  Refers questions or matters to supervisor not covered by standards and problems that make it difficult for employees to meet performance standards and competencies.  Is responsible for ensuring clinics are blocked and restored timely, and ensuring all clinics run smoothly. Incumbent must be able to perform all of the duties in the PACT.  The incumbent monitors and reports issues relating to safety of staff and Veterans.



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BASIC REQUIREMENTS:  Must be a current, permanent employee of Central Texas Veterans Health Care System (CTVHCS) or a current, permanent Veterans Canteen Service employee at CTVHCS.  

Experience:  One year of experience equivalent to the next lower grade level (GS-6).


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 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 liaison between MSA and staff in order to resolve day to day conflicts. 


GRADE DETERMINATIONS:  Grade and Step will be determined by a Professional Standards Board.



References : VA Handbook 5005 at (also available in the local Human Resources Office) and OPM Group Coverage Qualification Standard for Professional and Scientific Positions at


PHYSICAL REQUIREMENTS:  The position is mostly done in an office setting with heating and airconditioning.  The position will require some light lifting of files, binders, and equipment.


Demonstrated Knowledge, Skills, and Abilities.  Candidates must demonstrate the KSAs below:


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

b.  Skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations.

c.  Ability to provide staff development and training.

d.  Ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner.  This includes the ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work.

e.  Ability to review and monitor data to ensure all reports are complete and accurate.

APPLICANTS PLEASE NOTE:  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.)  Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.  Applicants can verify accreditation at the following website: All education claimed by applicants will be verified by the appointing agency accordingly. 


Foreign Education: 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.

When applying for Federal Jobs, eligible Veterans should claim preference on their application or résumé. Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must complete an SF 15, Application for 10-Point Veteran Preference. Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD Form 214 or other proof prior to appointment to document entitlement to preference.  For more information on Veterans' Preference, please visit




Your application, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.   You may also be evaluated based upon the question responses you provide during a structured interview. In responding to structured interview questions you should be sure to cite specific examples of experience, explain exactly what you did, and the outcome.


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Working for the Department of Veterans Affairs offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays, life insurance, health benefits, thrift savings plan, and participation in the Federal Employees Retirement System. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help balance work and life.  For more information please visit us at


This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status. 


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.   VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service.  This credited service can be used in determining the rate at which they earn annual leave.


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YOU MUST INCLUDE VA FORM 10-2850c IN YOUR APPLICATION PACKAGE TO BE CONSIDERED FOR THIS VACANCY.   You may upload the completed form to your USAJOBS or Application Manager account if you apply online.  Then you can use the uploaded form again and again when applying for future vacancies.  Please see this guide ( for more information on uploading and re-using the form in your applications.  Other required forms and documents can also be saved in your account and used the same way.  Applicants are urged to apply online; this process is much easier and faster.

Note: To return to a previously Saved or Incomplete application, just reapply through your account in USAJOBS.  Check your account ( to see the status of your application after applying, including any messages that may have been sent to you.

If you cannot apply online:

1.    Click the following link to view and print the occupational questionnaire: TAG:Link to Full Questionnaire.

2.    Print this 1203FX form to provide your response to the occupational questionnaire:

3.    Fax the completed 1203FX form along with all supporting documents to (478)757-3144.  Your 1203FX form must be placed on top of all materials being faxed and will serve as a cover page for your fax transmission.

4.    Keep a copy of your fax receipt in case verification is needed.

To fax supporting documents you are unable to upload:

1.    Complete this cover page using the following Vacancy ID: TAG:VacancyID.  You must use this fax cover sheet in order for your documents to be matched with your online application.

2.    Fax your documents to (478)757-3144.

The complete Application Package must be submitted by 11:59 PM (EST) on TAG:Closing Date.


You must provide a complete Application Package which includes:

1.    CV or Resume.

2.    VA Form 10-2850c - Application for Associated Health Occupations (Available at (required).

3.    Occupational Questionnaire

4.    If prior military service, include all copies of your DD Forms 214 or proof of service (required).   Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must also complete and submit an SF 15, Application for 10-Point Veteran Preference (available at  

5.    If currently employed in the VA system, include latest SF-50 - Notification of Personnel Action. (required).


Cynthia Sykora
Phone: (254)297-5107
Fax: (478)757-3144
Agency Information:
VHA Central Texas HCS Temple
00000 Fax: (478)757-3144


After the vacancy announcement closes and a referral certificate is issued, an electronic notification letter -

or e-mail - will be sent to applicants who provide an e-mail address. Otherwise, you will receive a notification letter via the U.S. Postal Service within 2 to 4 weeks.


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