The Lead Medical Support Assistant (MSA) in Community Care Service (CCS) serves as a senior administrative operations specialist with responsibility for coordinating consult workflows, community care scheduling processes, and administrative support functions essential to VA's Veterans Community Care Program. Duties include, but are not limited to: Consult Lifecycle Oversight & Workflow Coordination
Duties include, but are not limited to: Oversees the end-to-end lifecycle of Community Care consults, ensuring timely progression through eligibility review, clinical review, authorization, scheduling, and completion. Monitors consult queues for delays, aging consults, misrouted consults, and barriers to timely care; initiates corrective actions or escalates as appropriate.
Coordinates with CCRNs, RCTs, providers, and other interdisciplinary staff to ensure consults meet Mission Act standards, including =7-day scheduling requirements. HSRM, SEOC, and Authorization Management Provides oversight of HealthShare Referral Manager (HSRM) administrative workflows, including referral submission, documentation uploads, authorization status monitoring, and error resolution.
Ensures SEOCs (Standardized Episodes of Care) are correctly applied within consults and authorizations, consistent with VHA and VCC guidance. Tracks authorization delays, provider acceptance issues, and incomplete referral packets; collaborates with team members to resolve barriers.
Scheduling, Access, and Community Provider Coordination Ensures accurate and timely scheduling of community care appointments in accordance with Veterans' preferences, eligibility criteria, and Mission Act access standards. Communicates with community providers to verify appointment availability, resolve scheduling conflicts, clarify authorization requirements, and support continuity of care.
Provides guidance to staff on scheduling protocols, consult management requirements, and updates to VHA Community Care policies. Leadership, Training, and Workload Management Performs daily workload assessments, assigns work, balances staff responsibilities, and ensures adequate coverage across consult management, scheduling, referral processing, and HSRM operations.
Leads training and competency development for MSAs and Advanced MSAs, including onboarding, refresher training, workflow updates, and compliance with mandatory training requirements. Reviews work for accuracy, completeness, technical soundness, and adherence to VA regulations and local SOPs; identifies training needs and performance trends.
Assists staff with complex or non-standard consult and scheduling procedures, including high-acuity cases, special authorization circumstances, and escalated issues from Veterans or providers. Operational Support & Liaison Responsibilities Acts as a liaison among AMSAs/AMSAs, CCRNs, providers, Veterans, and other interdisciplinary staff to collaboratively resolve daily operational challenges.
Independently coordinates day-to-day operations of the CCS administrative team, utilizing initiative to resolve workflow problems, address bottlenecks, and improve service delivery. Provides input to Supervisory MSA regarding workflow improvement, staff performance, process gaps, and policy/procedure updates. Supports compliance with auditing, documentation, timeliness reporting, and operational metrics required by VHA and OCC.
Other Duties as Assigned Performs additional CCS administrative functions as needed to support continuity of operations, including coverage during high workload periods or staffing shortages. Work Schedule: Monday - Friday, 08:00am - 04:45pm Telework: Ad-hoc eligible Virtual: This is not a virtual position. Functional Statement #: 50082F 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/. NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application. NOTE: If your school was accredited at the time of graduation but is no longer listed on the website, you must provide documentation of accreditation with your application packet
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 2026-11-02.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-31 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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