The incumbent serves as Lead Advanced Medical Support Assistant (Lead MSA) in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. Key responsibilities include: - Routing clinical questions to the appropriate clinical staff. - Assessing and determining the needs of Veterans and caregivers. - Providing information regarding available programs and initiatives.
Collaborating across disciplines to support comprehensive care coordination for the Veteran
The Lead MSA is responsible for the coordination of MSA assignments and workflow found in an interprofessional coordinated care delivery model. Responsible for daily workload assessments, assigning work assignments; assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interprofessional settings.
Assists the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources. Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
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 work, ensuring accurate and timely scheduling of appointments, providing guidance to staff members, to include changes impolicies and procedures; distributing and balancing workload: 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 assigned areas' and acting as a liaison between MSA and staff to resolve day to day conflicts.
Other assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record, obtaining medical records, participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients.
Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs interprofessional team members about shared patients (i.e.)., those who receive their care at multiple VA centers or those who receive care in the community.
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.
Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicates tactfully and effectively to customers. Resolves Veteran complaints as appropriate.
Performs duties as assigned to ensure efficient and effective operations. Work Schedule: 11:30am - 8:00pm (EST) Telework: Remote 100% Virtual: Yes this is a virtual position. Functional Statement #: FS# 512-24239-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized
Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
Sonya.Friday@va.gov · 813-816-7155 X110129
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $50460 – $65599/yr.
Yes, this position is fully remote.
Applications close on 2026-10-09.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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