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The Lead Medical Support Assistant (Lead MSA) works for the San Francisco VA Medical Center Ambulatory Care Staff supporting Medical Practice, Specialty Care Clinics, Women's Clinic, Hem/Onc, Infectious Disease, EYE/ENT, and/or Compensation and Pension service areas.
05/05/2025 to 05/15/2025
$66,771 - $86,808 per year
GS 7
1 vacancy in the following location:
No
No
Not required
No
Permanent
Full-time
Excepted
7
No
No
CBSW-12730999-25-FB
836462100
This vacancy is open to current permanent employees of the San Francisco VA Health Care System and it's Community Based Outpatient Clinics (CBOC's) only.
The Lead MSA will serve as key manager of operations working directly for the Supervisor in the Service Area. The Lead MSA and Supervisors are essential collaborative team members who work in support of the Business Manager who carries out the directives of Group Practice Manager responsible for Ambulatory Care delivery within the SFVAMC. The Lead MSA will have general oversight of the day-to-day activities of the Ambulatory Care Advanced MSAs including contractors, ensuring that routine work is carried out timely and accurately and communicating supervisory problems to the Supervisor/Business Manager. Lead MSA will assist the Supervisor/Business Managers in disseminating new VA Directives and procedures that affect front desk and clinic operations and will provide training, as needed.
The primary function of the Lead MSA is to ensure smooth operation of all aspects related to the clinical administrative operations of the service area. The Lead MSA shall monitor productivity and align staff to work assignments, provide input on performance, resolves daily workplace issues and oversee and implement processes that support efficient and effective workflow of their assigned service care lines and the assigned Advanced MSAs. 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; providing guidance to Advanced MSAs to include changes in policies and procedures; distributing and balancing workload; creating and maintaining Advanced MSA work schedules; advising on employee training modules, orienting and providing on-the-job training for new and current Advanced MSAs; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between Advanced MSA and other SFVAMC staff in order to resolve day to day conflicts.
The Lead MSA performs duties related to the receipt, intake, and indexing of health and administrative information. The Lead MSA will interface with personal computer (PC) applications as well as numerous other programs including VISTA, CPRS applications, VETLINK, ICB, and NON VA CARE Portals. In addition the Lead MSA will serve as a key manager of the CISCO supervisor Desk Top phone system including the alignment of staff to the system, the day to day monitoring of the operational support of phone lines and the running of monthly reports to identify trends and opportunities for improvements in patient call in support. In addition, the Lead MSA shall serve as the primary TMS Administrator for the service, PIV Sponsor and Pin-code Re-set Administrator, Clinic Timekeeper and be the primary conduit to ADPAC for aligning personnel to correct computer programs and filters to ensure access points to support processes.
The Lead MSA is responsible for all scheduling workflows, to include the Electronic Wait List maintenance, Primary Care Management Module (PCMM)/ dual enrollment maintenance and reports; clinic profile management (i.e. clinic setup, grid changes, cancel/block/restore clinics and monitoring); manage procedures associated with teams based on assigned service care lines (i.e. Primary Care, Specialty Care, Women's Clinic, Hem/Onc, ID, or Mental Health); ensuring insurance capture, updating patient information (i.e. next of kin, address, phone number, etc.); encounter data validation; recall reminders; consult management; patient notification of appointments. The Lead MSA serves as administrative support champion within the service area to LVN, Nurses, Providers and Administrative staff, for external stakeholders the Lead MSA serves as communication cog to voice and receive and patient, process, and policy concerns. As the administrative support champion they will facilitate the oversight of the clinic cancellation policies in their immediate service areas.
Other duties as assigned.
Work Schedule: 7:30am- 4:00pm PST, Monday-Friday
Financial Disclosure Report: Not required
There is no education substitution at this grade level.
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.
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.
Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
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.
To apply for this position, you must provide a complete Application Package which includes:
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. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
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 05/15/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12730999.
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.
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/job/836462100. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.