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.
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: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Available Virtual: This is not a virtual position. Functional Statement #: 00275F 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/.
Theresa.Morehart@va.gov · 501-522-4386
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $50460 – $65599/yr.
This position is eligible for telework.
Applications close on 2026-11-12.
There are 4 openings for this position.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-11-03 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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