The Lead Medical Support Assistant (Lead MSA) provides specialized and expert administrative patient support while working collaboratively in an inter-professional coordinated care delivery model. Work involves 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. *THIS IS NOT A REMOTE OR TELEWORK POSITION**
The Lead MSA works collaboratively with SFVA programs, services, and inter-professional 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.
The Lead MSA is responsible for answering telephones, secure messages, and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the Ambulatory Call Center, scheduling appointments, interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. Recommends changes to existing clinic procedures based on current administrative guidelines.
Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an inter-professional coordinated care delivery model. The Lead MSA at this level develop and/or maintain effective and efficient communication with the patient, inter-professional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities.
Other assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; RTCs; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record, participating in huddles with other MSAs and/or staff to determine the daily needs of the Ambulatory Care Call Center, 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 inter-professional 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 Ambulatory Care Call Center or directs the contact to the appropriate discipline within the 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. The Lead MSA 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 challenging customers who may be threatening, abusive, or distraught. Resolves Veteran complaints as appropriate. Other duties as assigned. *THIS IS NOT A REMOTE OR TELEWORK POSITION** Work Schedule: Monday- Friday, Hours will vary based on needs. Telework: Not Available Virtual: This is not a virtual position.
Functional Statement #: 662-12076F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
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/.
brenda.johnson10@va.gov · 7275986871
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $67439 – $87673/yr.
This position requires a Other security clearance.
Applications close on 2026-11-13.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-11-04 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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