Lead Medical Support Assistant

Summary

The Lead Medical Support Assistant serves in the VA Outpatient Scheduling Services Department at the NWI Healthcare System, CBOC, in Lincoln, Nebraska. The Lead MSA is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations.

Duties

• VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional The LMSA is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives as well as VHA public image. The LMSA plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. The work also impacts processes, action plans, monitoring and reporting. A large part of the duties of a Clinical Support Section employee is acting as clinical and scheduling clinic support, requiring excellent customer service skills. The performance of daily rounds to assigned clinic areas is required. The incumbent also will assist with clinic coverage as staffing levels change for various reasons on a highly independent scale under the direction of their supervisor. Major duties include (but not limited to): Works collaboratively in an interdisciplinary care delivery model and performs scheduling duties, customer service. Reviews multiple workload reports and other duties assigned for the proper and timely treatment of patients. Maintains and builds appointment schedules/grids for the organization as assigned. Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs within NWI. Must also be able to build, change tour/clinic set up and cancel clinics as needed in a timely fashion while following the scheduling directive and protocols. Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow of the work to meet team and patient needs. Participates and leads in required meetings/huddles where patient care planning and management occur. Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. Generates patient workload reports for validation. Resolve difficult problems and diffuses potential dissatisfaction with VA services. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Other duties as assigned. Work Schedule: Monday-Friday, 40 hours per week, 7:30 am to 4:00 pm Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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) Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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) Tel…

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 11/12/2026. Medical Support Assistant Basic Requirements: Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance to 38 U.S.C. § 7407(a). Experience and Education: Experience: None. OR 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 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: 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 reentry to the occupation. NOTE: This provision is not intended to regularize appointments/ placements. 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. Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Grade Determinations: Creditable Experience: To be creditable, the experience must have demonstrated the knowledge, skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. In addition to meeting the Basic Requirements, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. Experience. One year of experience equivalent to the GS-6 grade level. 1. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdiscip…

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official). 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/.