The Lead Medical Support Assistant (MSA) performs a variety of administrative functions associated with the scheduling of patient care for the clinical programs at VA Medical Center.
VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs GS-0679-07 Lead Medical Support Assistant This is a Work Leader position: The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit.
The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
Assignments at this level include but are not limited to ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.
SCOPE OR FUNCTION OF ASSIGNED DUTIES: The Lead MSA performs a variety of administrative functions associated with the scheduling of patient care for the clinical programs at VA Medical Center. The position: Provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that clerical processes, functions and goals are understood and met.
Utilizes knowledge of VA policies, regulations, guidelines and process as they relate to the scheduling of patient appointments, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements(i.e. labs, EKGs, x-rays) to ensure readiness for the patient visit. Monitors clinic's Access to care. Monitors ICB usage ensuring insurance is collected at time of appointments and captured appropriately by the incumbent and other scheduling staff.
Must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes involved in the delivery of the healthcare benefits package. Assists with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report; supports clinics regarding utilization and clinic profile management i.e. set-up of clinic grids, cancel and restore clinics.
Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. Prepares correspondence and memos as needed. Promotes Veteran registration for and utilization of HealtheVet (MHV). Stocks basic office supplies for the executive suite. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.
Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate VA forms are used correctly, and regulations followed.
Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. The incumbent oversees the status of work for all lower grade MSA positions working in the various clinical services makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs which cannot be disposed of promptly.
Able to resolve workplace issues, simple informational complaints of employees, referring other to supervisor for resolution. Incumbent will conduct ongoing audits to ensure quality of work for accurate and timely scheduling of appointments. Recognizes and refers substandard performance or substandard behavior to supervisor as needed. Makes recommendation for reassignments, recognition for outstanding performance and other personnel needs.
Orienting and providing on the job training for new and current employees. As a front line contact with patients and staff, in the scheduling role, the incumbent sets the tone for perception concerning quality of healthcare services at the VA and will show a high degree of tact and diplomacy when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
Will also possess telephone etiquette utilizing the standardized telephone greeting while ensuring other frontline staff is as well. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Ad-Hoc available as determined by the agency policy. Virtual: This is not a virtual position. Functional Statement #: F08580 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/.
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $59314 – $77110/yr.
This position is eligible for telework.
Applications close on 2026-11-05.
This position is open under the 'Public' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-26 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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