The position is in Health Administration Service and serves as the Lead Medical Support Assistant in PACT, Specialty Care, Mental Health, Radiology, and/or Community Care Sections. Incumbent performs administrative support functions including scheduling appointments, inbound/outbound phone support, consult review and necessary documentation related to care coordination for treatment of patients in the medical center or outpatient clinic.
Summary
The position is in Health Administration Service and serves as the Lead Medical Support Assistant in PACT, Specialty Care, Mental Health, Radiology, and/or Community Care Sections. Incumbent performs administrative support functions including scheduling appointments, inbound/outbound phone support, consult review and necessary documentation related to care coordination for treatment of patients in the medical center or outpatient clinic.
This job is open to current permanent Department of Veteran Affairs employees. First consideration will be given to SLC VA Healthcare System employees. NOTE: The 2-page Resume requirement does not apply to this position.
The position is in Health Administration Service and serves as the Lead Medical Support Assistant in PACT, Specialty Care, Mental Health, Radiology, and/or Community Care Sections.
Incumbent performs administrative support functions including scheduling appointments, inbound/outbound phone support, consult review and necessary documentation related to care coordination for treatment of patients in the medical center or outpatient clinics.
The Lead MSA is a subject matter expert for scheduling processes/operations and assists in training as well as workload coordination and daily workflow assignments.
The Lead MSA demonstrates strong communication and customer services skills and works closely with all staff members performing the administrative duties essential to support the timely care of patients and support of the service/unit goals.
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; assist in providing workload; assist in 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 clinical staff in order to improve day to day operations.
Incumbent supports workload distribution among employees in accordance with established workflow or job specialization, assures timely accomplishment of the assigned workload as directed by the MSA Supervisor; validates assigned work and reviews completed work to ensure adherence to applicable to work sequences, procedures, directives, methods, and deadlines, and communicate accordingly to the MSA Supervisor.
Incumbent may amend or reject work not meeting established standards and provide appropriate intervention/training as directed by the MSA Supervisor.
Lead MSA checks the status and progress of work and may support adjustments in accordance with established priorities and/or obtaining assistance from the supervisor when necessary.
Lead MSA creates and maintains consult, RTC, and recall reports for assigned areas to ensure that patients are scheduled in a timely manner; assists with access measures by monitoring clinic appointment availability and ensures that all open appointment slots are filled; reviews open encounters on a daily, weekly, and monthly basis for all clinical areas; provides reports about open encounters to all supervisors and distributes encounters to staff for completion as directed.
Perform clinical cancellations in accordance with policy and ensures that insurance capture has been achieved for assigned areas.
The Lead MSA coordinates with the patient care team to review the clinic utilization by using various reports, ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.
They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. Other
Incumbent's supervisor sets priorities but coordinates directly with the Lead MSA to organize recurring activities.
The incumbent must coordinate efforts to ensure all aspects of duties are accomplished efficiently, timely, and
correctly.
Work Schedule: TBD, Monday - Friday Telework: Not Available- Ad-hoc Functional Statement #: 53191-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
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:
United States Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
Experience: None.
Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
Licensure/Certification/Registration: None.
Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
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).Grandfathering Provision: Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:
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.
Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. NOTE: This provision is not intended to regularize appointments/ placements.
Grade Determinations:Lead Medical Support Assistant, GS-07:Experience: One year of creditable experience equivalent to the next lower grade.Knowledge, Skills, and Abilities (KSAs): In addition to meeting the experience above, the candidate must demonstrate the following KSAs:
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.
Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
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.
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-07. The actual grade at which an applicant may be selected for this vacancy is GS-07.
.Physical Requirements: See VA Handbook 5019.
Education
There is no substitution of education for experience at the GS-7 grade level.
Additional information
During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
This job opportunity announcement may be used to fill additional vacancies.
This position is in the Excepted Service and does not confer competitive status.
VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.
If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
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.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
To apply for this position, you must provide a complete Application Package which includes:
Resume
SF-50/ Notification of Personnel Action
Special Note for Applications:
To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.
Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.
Resume (and/or curriculum vitae) which must include the following information for each job listed:
Contact Information: Your name and how best to contact you, including email address and phone number.
Job Title/Employer Name: For each relevant work experience, be sure to include the Job Title and Employer/Company name.
Pay Plan and Grades/Step Held: (for Federal positions)
Duties: Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to.
Good examples of specific information can be found in the Duties and Qualifications sections of the announcement.
Brief descriptions of job duties should demonstrate your ability to perform the tasks at the required level as stated in the job announcement - If you have performed any of those duties or have any of that experience, we are looking for that detail on your resume.
We make no assumptions about prior work experience based on job title.
We make no assumptions about prior work experience if you don't include the types of duties or tasks which would qualify you for the position.
Experience must be listed on the resume under the position in which the duties were performed.
For Federal applicants, this experience must be listed under the proper grade level to count towards qualifications.
Month & year start/end dates: Include both month and year for each position start and end dates (example: June 2007 to April 2008)
Full-time or part-time status: Include the average number of hours you worked per week (example: 40 hours per week; 32 hours per week, 20 hours per week, etc.).
(If applicable) SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided. Please note the following;
SF 50 showing your time-in-grade eligibility/length of experience/tenure must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of specialized experience, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of specialized experience.
Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of additional/appropriate SF-50's include:
Within grade increases at the highest grade held; or
Promotions with an effective date more than one year old; or
SF-50's at the highest grade held with an effective date more than one year old.
Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicant's responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.Accepted Document(s) for Applying:
Cover Letter
DD-214/ Statement of Service
Disability Letter (VA)
Other (1)
Resume
Separation Notice (RIF)
SF-15
SF-50/ Notification of Personnel Action
Transcript
Veterans' preference does not apply for internal or other current permanent Federal agency employees.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 09/11/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/13054445.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
VA Salt Lake City Health Care System
500 Foothill Drive
Salt Lake City, UT 84148
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position, you must provide a complete Application Package which includes:
Resume
SF-50/ Notification of Personnel Action
Special Note for Applications:
To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.
Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.
Resume (and/or curriculum vitae) which must include the following information for each job listed:
Contact Information: Your name and how best to contact you, including email address and phone number.
Job Title/Employer Name: For each relevant work experience, be sure to include the Job Title and Employer/Company name.
Pay Plan and Grades/Step Held: (for Federal positions)
Duties: Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to.
Good examples of specific information can be found in the Duties and Qualifications sections of the announcement.
Brief descriptions of job duties should demonstrate your ability to perform the tasks at the required level as stated in the job announcement - If you have performed any of those duties or have any of that experience, we are looking for that detail on your resume.
We make no assumptions about prior work experience based on job title.
We make no assumptions about prior work experience if you don't include the types of duties or tasks which would qualify you for the position.
Experience must be listed on the resume under the position in which the duties were performed.
For Federal applicants, this experience must be listed under the proper grade level to count towards qualifications.
Month & year start/end dates: Include both month and year for each position start and end dates (example: June 2007 to April 2008)
Full-time or part-time status: Include the average number of hours you worked per week (example: 40 hours per week; 32 hours per week, 20 hours per week, etc.).
(If applicable) SF-50, Notification of Personnel Action: Your most current SF-50, if you are a current or former Federal employee (VA or any other Federal Agency) must be provided. Please note the following;
SF 50 showing your time-in-grade eligibility/length of experience/tenure must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of specialized experience, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of specialized experience.
Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
Examples of additional/appropriate SF-50's include:
Within grade increases at the highest grade held; or
Promotions with an effective date more than one year old; or
SF-50's at the highest grade held with an effective date more than one year old.
Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicant's responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees).You will not be contacted for additional information. Applicants will be deemed ineligible if supporting documentation is not submitted.The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.Accepted Document(s) for Applying:
Cover Letter
DD-214/ Statement of Service
Disability Letter (VA)
Other (1)
Resume
Separation Notice (RIF)
SF-15
SF-50/ Notification of Personnel Action
Transcript
Veterans' preference does not apply for internal or other current permanent Federal agency employees.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 09/11/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/13054445.
To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
VA Salt Lake City Health Care System
500 Foothill Drive
Salt Lake City, UT 84148
US
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
