The Lead Medical Support Assistant (MSA) position serves as the liaison for all Advanced MSAs who are assigned to perform general MSA duties as a member of a Referral Coordination Team (RCT). The incumbent will support and provide day to day guidance for scheduling of VA or community care appointments based on Veteran eligibility and preference in a timely manner, and also serve in an assistive leadership role within the RCT service.
Total Rewards of a Allied Health Professional The Lead Medical Support Assistant (MSA) is responsible for ensuring that all administrative and scheduling processes comply with national VHA directives, local policies, and Joint Commission standards. This position requires knowledge of VA scheduling procedures, community care regulations, consult management, and patient flow optimization.
The incumbent plays a vital role in managing workflow, resolving complex administrative challenges, and fostering an environment of continuous improvement and sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
A caring, compassionate, and sensitive manner is essential when explaining procedures to veterans and family members both in person and on the phone.
The incumbent completes coordination of care encompassing both traditional VA outpatient and key community care scheduling activities to facilitate timely appointment scheduling and an enhanced Veteran experience that support patient flow, patient support functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, and provider availability. Plans work to be accomplished by AMSAs in the RCT.
Sets and adjusts short-term priorities and prepares schedules for completion of work Assign work to AMSAs based on priorities, consideration of the difficulty and requirements of the assignments and the capabilities of employees Provides input to the Administrative Supervisor on the performance of AMSA Maintains access to and proficiency in complex scheduling clinic appointments and procedures Gives instruction to AMSAs on work and administrative matters Identify developmental and training needs of employees; providing or arranging for needed development and training Recommend ways to improve production or increase the quality of the work directed Independently utilize reference sources in decision-making and empowering the team to collaborate and resolve problems within a complex systems environment Provide administrative support for medical staff, ensure that clinics effectively support the needs of the service, and work closely with providers offering feedback and solutions to clinic access and address patient issues Coverage for AMSA staff who are absent Work Schedule: Monday-Friday, hours set by the needs of the service; days Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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: Ad-hoc only Virtual: This is not a virtual position. Functional Statement #: 63362F Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized
IMPORTANT: Education may not be substituted for experience for this position.
Robyn.Eubanks@va.gov · 843-789-6749
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $52719 – $68536/yr.
This position is eligible for telework.
Applications close on 2026-10-06.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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