Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. This position is open to Agency or Facility employee's of the VA only, this is not open to the public.

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The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model. The incumbent performs a full range of duties and is responsible for day-to-day operation of remote services at the assigned location and between the assigned location and remote sites of care. The incumbent may receive guidance from more experienced staff members and may provide guidance to less experienced staff members but require minimal direct supervision. The Lead MSA develops and maintains effective and efficient communication with the veteran, interdisciplinary team, VA medical centers, VA employees, and other agencies. Assignments associated with this position include, but are not limited to:

• Providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among other MSA staff (and within Nurse Executive as necessary), patients, and other interdisciplinary staff to resolve day-to-day conflicts
• Serving as a central point of contact for the WH Department. As the primary point of contact throughout the medical center and Community Based Outreach Clinics (CBOCs), the incumbent fields questions and inquiries regarding the program, answers general questions and refers other questions as appropriate to the Director of Whole Health, Whole Health Clinic Director/Employee Whole Health Coordinator, and Whole Health Program Manager. Screens calls and visitors routing to appropriate Whole Health personnel and routinely answers inquiries without referral in a professional and confidential manner.
• Processing and preparing incoming and outgoing materials such as correspondence, reports, memoranda, and other forms of written communication. Composes, drafts, and edits correspondence. Reviews documents for accuracy, spelling, and format assuring final submissions are error free, meet timelines, and appear professional.
• Receiving and scheduling requests for simple and complex remote care at intra and inter-facility sites.
• Communicating effectively with clinical and administrative staff at the assigned local site and those located at remote sites of care.
• Scheduling and completing test video calls with Veterans with computer, cellphone, or tablet.
• Entering appropriate information into the electronic record, assure readiness for veteran visit (e.g., forms, visit location, detailed information,), including mailing pre-work, or other information to veterans.
• Participating in team huddles and/or team meetings to manage workflow, address safety concerns, and plan veteran care.
• Maintaining calendars, schedules appointments, coordinates meetings, and/or schedules conferences for leadership, and other team members, based on knowledge of preferences and current commitments.
• Assisting the Director of Whole Health, Whole Health Clinic Director/Employee Whole Health Coordinator, and Whole Health Program Manager with collecting data, tracking required measures of performance, and running various local, VISN, or National reports.

Work Schedule: Monday-Friday; 0730am- 1600 pm
Telework: Ad HOC
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation Incentives: Not Authorized
Financial Disclosure Report: Not required

Conditions of employment

• 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification 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).
• 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.

Qualifications

BASIC REQUIREMENTS:

Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).

Experience and Education..

• 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.

Certification. None required.

Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:

• Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.
• Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
• If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

g. 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 REQUIREMENTS:

Lead Medical Support Assistant - GS-7

Experience One year of experience equivalent to the GS-6 grade level, Examples of experience may include:

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.

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

• 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.
• Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
• Skill in communicating with individuals to obtain the desired effect (and coordinating with a variety of interdisciplinary care team staff).
• Ability to provide staff development and training.
• 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.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/

.The full performance level of this vacancy is GS-7.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

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.