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Lead Medical Support Assistant

Department of Veterans Affairs
Veterans Health Administration
Veterans Health Administration
This job announcement has closed

Summary

The incumbent serves as a Lead Medical Support Assistant in an outpatient clinic setting. Duty location will be at the Fredericksburg Health Care Center, Fredericksburg VA. The incumbent performs duties related to receipt, intake and compiling of health and administrative information. The incumbent will interface with several personal computer (PC) applications as well as numerous VHA applications (such as Microsoft programs, VISTa, Electronic Health Record, and scheduling systems).




Overview

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Reviewing applications
Open & closing dates
06/18/2025 to 06/25/2025
This job will close when we have received 30 applications which may be sooner than the closing date. Learn more
Salary
$57,164 to - $74,318 per year
Pay scale & grade
GS 7
Location
1 vacancy in the following location:
Fredericksburg, VA
1 vacancy
Remote job
No
Telework eligible
Yes—Ad-Hoc only
Travel Required
Not required
Relocation expenses reimbursed
No
Appointment type
Permanent
Work schedule
Full-time
Service
Excepted
Promotion potential
None
Supervisory status
No
Security clearance
Other
Drug test
No
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
Announcement number
CBTA-12743391-25-NM
Control number
839025500

This job is open to

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Clarification from the agency

Open, to current, permanent employees of the Department of Veterans Affair. First Area of consideration (AOC) is employees of Central Virginia Health Care System. Second AOC is employees of Veterans Health Administration (VHA). Third AOC is all others.

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Duties

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The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, BHIP or other specialty care setting that is complex in nature and requires coordination of care such as but not limited to oncology, SCI, MST).

Major duties include, but are not limited to:

  • Incumbent uses scheduling software in accordance with VHA directives and established business rules to schedule appointments for Veterans, which include all of the following, but not limited to: Clinic visits (New, Established, Consultations, Procedures) which will include scheduling software components such as queues, orders, and referrals.
  • Advises clinical staff on current administrative processes.
  • Incumbent is responsible for answering phones, greeting patients, checking patients in for appointments, relaying messages to appropriate staff, scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines.
  • Assignments at this level include but are not limited to scheduling, canceling, re-scheduling appointments and /or referrals; entering no-show information; monitoring appointment requests from multiple sources; participating in huddles with other MSAs and /or clinic staff to determine the daily needs of clinics.
  • Incumbent uses approved Electronic Health Record (EHR) in conjunction with approved scheduling software to view, process and schedule orders, Radiology Orders and referrals by interpreting and verifying provider and patient requests, which may also include but not limited to, receiving, and entering documentation into EHR in accordance with VHA policies and directives.
  • Provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. This includes specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
  • Recommends changes to existing clinic procedures based on current administrative guidelines.
  • Coordinates with the patient care team to review clinic appointment availability and utilization to ensure that schedules are closely monitored o effectively support the needs of the clinics.
Performs other duties as assigned.



Total Rewards of a Allied Health Professional



Work Schedule: Monday-Friday, 8:00-4:30 pm
Permanent Change of Station (Relocation Assistance): Not Authorized
Telework: AD-HOC only
Virtual: This is not a virtual position.
Functional Statement #: N/A
Permanent Change of Station (PCS): Not Authorized

Requirements

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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.
  • You may be required to serve a probationary period.
  • 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.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:

United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

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.

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.

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).

Grade Determinations:

Lead Medical Support Assistant, GS-7

Experience. One year of experience equivalent to the GS-6 grade level.

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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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.
ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
v. Ability to provide staff development and training.
vi. 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: Work is primarily sedentary; however, the incumbent will have episodes of standing, twisting, bending, sitting, and carrying of supplies in support of the clinical areas assigned.

Education

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. 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. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

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.

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.

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.

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