Lead Medical Support Assistant

Summary

This position is a Lead Medical Support Assistant in Overton Brooks VA Medical Center. Duties may be performed in Clinic Based Outpatient Clinic (CBOC), Inpatient, Call Center, Outpatient Clinic, or Patient Aligned Care Team (PACT) model or a Specialty Care Setting involved in a PACT model. The Lead Medical Support Assistant monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow.

Duties

• Total Rewards of a Allied Health Professional Duties include but are not limited to: Monitors staffing levels and patient scheduling activity across all assigned clinics and CBOCs simultaneously, shifting MSA staff or adjusting coverage plans in real time to prevent gaps in patient access. Serves as the first point of contact for MSAs at each site when scheduling conflicts, system outages, or coverage shortages arise, determining whether the issue can be resolved locally or requires escalation to the supervisor. Coordinates with clinic staff, nursing, and providers at each site to align MSA coverage with clinic templates, provider availability, and fluctuating patient volume. Reconciles differences in local workflow practices between clinics/CBOCs to ensure consistent application of scheduling and check-in/check-out procedures VA-wide. Conducts recurring audits of appointment scheduling accuracy across all assigned sites, identifying and correcting scheduling errors before they affect patient care or compliance metrics. Reviews electronic waiting list (EWL) and recall/reminder reports for each site, ensuring Veterans are contacted and rescheduled within required timeframes. Monitors clinic utilization and no-show/cancellation trends across sites, bringing patterns to the supervisor's attention and recommending scheduling template adjustments. Ensures compliance with national scheduling directives and local SOPs at every clinic/CBOC under their oversight, adapting guidance for site-specific constraints (e.g., limited staffing at a smaller CBOC). Develops and delivers site-specific on-the-job training plans for new MSA's assigned to any of the covered clinics/CBOCs, accounting for differences in patient population, specialty workflows, and physical clinic layout. Tracks completion of mandatory training and competency requirements for MSA's across all assigned sites, following up directly with staff or supervisors when deficiencies are identified. Mentors current staff on complex scheduling scenarios, difficult customer service situations, and interpersonal conflicts that arise between MSAs, providers, or other clinical staff at each location. Provides real-time coaching during observed encounters and documents performance concerns or improvements for supervisor review. Builds and maintains MSA work schedules across multiple clinics/CBOCs, balancing coverage needs against approved leave, training requirements, and detail assignments. Adjusts staffing schedules on short notice in response to unplanned absences, ensuring no assigned clinic or CBOC is left without adequate MSA coverage. Coordinates cross-training of MSAs so staff can float between assigned clinics/CBOCs as needed, reducing single points of failure in coverage. Acts as the primary liaison between MSA staff and clinical providers, nurse managers, and administrative leadership at each assigned site to resolve day to-day operational conflicts. Communicates changes in national or local policy, scheduling procedures, or clinic operations to MSA staff at all covered locations, confirming understanding and consistent implementation. Represents the MSA perspective in clinic staff meetings or huddles at assigned sites, relaying front-line concerns to supervisors and clinical leadership. Compiles and reports recurring metrics (e.g., scheduling accuracy, EWL status, training compliance) across all assigned clinics/CBOCs to the supervisor, identifying trends that require intervention. Documents and reports recurring backlogs, staffing shortfalls, or system issues that affect multiple sites, distinguishing between site-specific problems and systemic issues warranting broader escalation. Work Schedule: 8:00am - 4:30pm Monday - Friday, subject to change based on the needs of the facility. Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. Paid Time Off: 37-5…

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. 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. 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-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: (a) 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. (b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. (c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. (d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. (e) Ability to provide staff development and training. (f) 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 GS07. Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment. Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

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/.