Clarification from the agency

Open to current permanent Wilkes Barre VA employees NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLsTotal Rewards of a Allied Health ProfessionalThe Lead Medical Support Assistant (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, maintains efficient workflow and creates a positive work environment. Duties include but are not limited to:

• 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;
• 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;
• Ensures accurate and timely scheduling of appointments;
• Acting as a liaison among Advanced MSA staff, MSA staff, patients and other interdisciplinary staff to resolve day to day conflicts;
• Provides comprehensive, detailed, on the job training to all new clinic personnel in the clinic unit area;
• Monitors and typically schedules, cancels, and re-schedules patients' appointments and/or consults, enters no-show information, performs audits, monitors both inpatient and outpatient appointments for areas of responsibility, ensures AMSA staff follow guidelines in the Field Guidebook and local policies.

Work Schedule: 8:00am - 4:30pm Monday to Friday
Telework: Not available
Virtual: This is not a virtual position.
Position Title/Functional Statement #:LEAD MEDICAL SUPPORT ASSISTANT/PD07668F
Relocation/Recruitment Incentives: Not authorized
Financial Disclosure Report: Not required
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)

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. To qualify for appointment to this position, all applicantsmust possess the following:a. Citizenship. Be a citizen of the United States (U.S.). Non-citizens may beappointed when it is not possible to recruit qualified citizens according to 38U.S.C. § 7407(a).b. Experience. None.c. Education. High school diploma, General Education Development equivalencycertificate, or proficiency certificate from a State or territorial-level Board orDepartment of Education.d. Licensure/Certification/Registration. None.e. Grandfathering Provision. Employees in VHA in this occupation, under apermanent, appropriate, and legal placement on the effective date of thequalification standard, are considered to have met all qualification requirementsfor the grade and/or assignment held, including positive education andregistration/certification where applicable. For employees who do not meet allthe basic or assignment-specific requirements in this standard but met thequalifications applicable to the position at the time they were appointed, thefollowing provisions apply:(1) Employees who are appointed on a temporary basis prior to the effectivedate of the qualification standard may not have their temporaryappointment extended or be reappointed on a temporary or permanentbasis until they fully meet the basic requirements of the standard.(2) Employees retained in this occupation under this provision whosubsequently leave the occupation lose protected status and must meetthe full VA qualification standard requirements in effect at the time of reentryto the occupation.

• Grade Determinations - Lead Medical Support Assistant (GS-7):
• Experience. One year of experience equivalent to the GS-6 grade level. Examples of specialized experience include: Recommends changes to existing clinic procedures based on current administrative guidelines; expertise in utilizing numerous advanced patient systems; coordinates with the patient care team to review clinic appointment availability; develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies; processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; and informs team members about shared patients.
• Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate all of the KSAs below:
  1. 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.
  2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
  3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
  4. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
  5. Ability to provide staff development and training.
  6. 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, Medical Support Assistant Qualification Standard
• 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.

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

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.