The Lead Medical Support Assistant provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model for the Central Arkansas Veterans Healthcare System's Clinical Contact Center (CCC). The Lead MSA works at the Central Arkansas Veterans Healthcare System, in North Little Rock, Arkansas.
The Lead Medical Support Assistant provides support across multiple ancillaries and interprofessional clinics and determines the needs of the Veteran/caregiver.
Duties include but are not limited to: Coordinates the Medical Support Assistant (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.
Works collaboratively with CAVHS/VISN programs, services, and interprofessional 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. Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow.
Assures coverage of all areas of work, ensuring accurate and timely scheduling of appointments, providing guidance to staff members, including changes in implications and procedures; distributing and balancing workload: Creates and maintains employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; Organizes the work structure of assigned areas and acting as a liaison between MSA and staff to resolve day-to-day conflicts.
Schedules, cancels, reschedules patient appointments and/or consults; enters no-show information; monitors appointment requests from multiple electronic sources; gathers and obtains medical information from patients; processes medication refill requests; reviews electronic health records, obtains medical records, faxing.
Participates in huddles with other MSAs and/or CAVHS/VISN CCC staff to determine the daily needs of the VISN CCC, monitors outpatient appointments in areas of responsibility; and verifies and updates demographics when contacted by patients. Work Schedule: Rotating shifts, weekends and holidays. Schedule will be discussed during the interview. Schedule subject to change based on the needs of the facility. Telework: Not Available Virtual: This is not a virtual position.
Functional Statement #: 598-01754-F 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/.
Elizabeth.Geppner@va.gov · 720-968-1840
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $50460 – $65599/yr.
Applications close on 2026-11-09.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-29 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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