The VISN20 VA Health Connect Clinical Contact Center (CCC) is looking to fill two vacancies for a remote Lead Medical Support Assistant. **This is only open to VISN 20 Clinical Contact Center employees** VISN 20 includes Alaska, Idaho, Oregon and Washington VHA facilities.
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. The Lead MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver.
The Lead MSA is responsible for routing clinical questions to appropriate clinical staff and plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Lead MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Lead MSA collaborates to best coordinate the care needs of the Veteran.
Duties include but are not limited to: Assessing daily workloads Assigning work assignments Assuring proper staffing coverage Evaluating training records and determining training needs of MSAs Provides input on performance Resolves daily workplace issues Providing guidance to staff members to include changes in policies and procedures Creating and maintaining employee work schedules Scheduling, canceling, re-scheduling patient appointments and/or consults Gathering and obtaining medical information from patients Processing medication refill requests Managing patient systems to verify and validate accuracy and resolve issues 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 Screens incoming contacts and independently routes the contacts to the appropriate area for resolution Provides high-quality customer service to Veterans and their families/caregivers Resolves Veteran complaints as appropriate Work Schedule: Schedule TBD Pay: TBD based off of selected incumbent's geographical location.
Remote: This is a remote position. Financial Disclosure Report: Not required
Education: Education is not used for substitution of experience at the GS 7 level.
Stacey.Tolle@va.gov · 503-220-8262 X57333
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $64909 – $84384/yr.
Yes, this position is fully remote.
Applications close on 2026-11-12.
There are 2 openings for this position.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-11-05 · Not affiliated with or endorsed by OPM or USAJOBS.gov
Apply on official site →