Lead Medical Support Assistant

Lead Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Chicago, Illinois, Danville, Illinois, Hines, Illinois, North Chicago, Illinois, Iron Mountain, Michigan, Madison, Wisconsin, Milwaukee, Wisconsin, Tomah, Wisconsin

Salary Range: $52248 - $67926 Per Year

Job Summary: The Lead Medical Support Assistant (Lead MSA) within the VISN Clinical Contact Center (CCC) serves as part of an interprofessional healthcare team. The Lead MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/Caregiver.

Major Duties:

• VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs The Lead MSA is responsible for routing clinical questions to appropriate clinical staff. The lead MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Lead MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Lead MSA collaborates to best coordinate the care needs of the Veteran. Major duties: Responsible for the coordination of 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. Assuring coverage of all areas of work, ensuring accurate and timely scheduling of appointments. Providing guidance to staff members, to include changes impolicies and procedures. Creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees. Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources. Gathering and obtaining medical information from patients. Processing medication refill requests. Participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC. Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Work Schedule: Monday - Friday 7:30am - 4:00pm or Monday, Tuesday, Wednesday and Friday 7:30am - 6:00pm Compressed/Flexible: Available Permanent Change of Station (Relocation Assistance): Not Authorized. Telework: Available Virtual: This is a virtual position. Functional Statement #: 02717F Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized

Qualifications: Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. BASIC REQUIREMENTS CITIZENSHIP: Must be a United States Citizen. ENGLISH: Must be proficient in basic written and spoken English. EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-7 LEVEL TO QUALIFY FOR THIS POSITION. GS-7 LEVEL GRADE REQUIREMENTS: SPECIALIZED EXPERIENCE: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-6, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes but is not limited to: Providing specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommending changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinating with the patient care team to review clinic appointment availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and making adjustments as necessary. Maintaining effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities. Preparing correspondence to notify patients of normal lab results. Managing a system for follow-up care such as consults, tests, etc.). Processing incoming patient secure messaging through MyHealthyVet and coordinating with care team as appropriate. Participating in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team. Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Identifying incomplete encounters and communicates findings to providers. Assisting the team to reinforce the plan of care and self-help solutions. Entering appropriate information into the electronic record. Monitoring pre-appointment information and/or requirements to assure readiness for patient visit/procedure. Managing patient systems to verify and validate accuracy and resolve issues. Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Informing team members about shared patients. AND KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs: KSA - 1. Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. KSA - 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. KSA - 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. KSA - 4. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. KSA - 5. Ability to provide staff development and training. KSA - 6. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. REFERENCE: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-7. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 12/05/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12841626. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

Application Deadline: 2025-12-05