The incumbent serves as Lead Medical Support Assistant (Lead MSA) in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. Lead MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The lead MSAis responsible for routing clinical questions to appropriate clinical staff.
The lead MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo This vacancy announcement is open to current permanent employees of the Clinical Contact Center Service Line (Station 483, Legacy VISN 6, VHA). The Lead MSA is responsible for routing clinical questions to appropriate clinical staff. The lead MSA 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. Major duties: 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.
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. Creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees. 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. Participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC. 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.
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. Work Schedule: Monday - Friday 8:00 A.M - 4:30 P.M. Eastern Time Compressed/Flexible: Compressed Telework: Remote Virtual: This is a virtual position.
Functional Statement #: 99707-FS Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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/.
eva.jones@va.gov · 7046389000 X14075
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 2026-11-02.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-28 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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