Lead Medical Support Assistant

Lead Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Bonham, Texas, Duncanville, Texas, Fort Worth, Texas, Garland, Texas

Salary Range: $41519 - $79595 Per Year

Job Summary: The position is in the Department of Veterans Affairs, Veteran Health Administration (VHA), VA North Texas Health Care System (VANTXHCS), Community Care Service (CCS). The Incumbent serves as a Lead Medical Support Assistant (LMSA) in CCS and will be involved in administrative aspects of patient access, consults and scheduling for the service. Their work has a direct effect on patient care, the patient flow, and processes within CCS. Note: training will be performed in Duncanville, TX only.

Major Duties:

• VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional Duties are but not limited to: A. Coordinates each request for Community Care (CC) to ensure all required and necessary administrative actions are completed. Reviews, manages, and balances workload in a call center setting (consults, notifications, authorizations, uploads, etc.). Makes workload assignments. Reviews and manages the phones/ACD lines. Resolves workplace issues and maintains efficient workflow. Provides staff on-the-job training. Reviews the quality of work performed. Serves as a knowledge reference. Identifies and participates in performance improvement/systems redesign projects B. The LMSA works collaboratively in an interdisciplinary coordinated care delivery model in Community care. The LMSA administratively coordinates Community Care through a variety of health care delivery systems including the Choice Act, Patient Centered Community Care, Department of Defense (DoD) and traditional Non-VA medical care. The incumbent is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The incumbent fully participates in the staff huddles and other team meetings to manage and plan patient care; setting priorities and deadlines, adjusting work flow and sequencing of the work to meet team and patient and unit needs. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. C. Authorizes each episode of CC using a variety of software packages. Ensures authorization is transmitted to the identified CC provider. Develops complete packet of information for each CC consult for tracking purposes. D. Serves as a subject matter expert related to the CC program. Provides information and education to CC staff regarding the CC Program. Provides extensive information and education to VA clinical and non-clinical staff to promote understanding and compliance with program requirements and time frames. Examples include required supporting documentation for each type of request (i.e., current/previous MRI or imaging studies for mammogram or neurosurgery requests, current lab values for CT scans, biopsy results for radiation oncology requests, etc.). Participates in informational presentations to CC vendors to outline program requirements, veteran eligibility for service, expected timelines for services and receipt of results, and problem resolution Work Schedule: 8am- 4:30pm Monday- Friday Recruitment Incentive (Sign-on Bonus): Not Authorized 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. Occasional Travel between VISN 17 CBOCs & main campus Virtual: This is not a virtual position. Functional Statement #: 50503F

Qualifications: Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Education: One year above high school. OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). GS-07: Lead Medical Support Assistant. One year of experience equivalent to the GS-06 grade level. Experience equivalent to the GS-06 grade level includes: Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations. Ability to provide staff development and training. Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work. Ability to review and monitor data to ensure all reports are complete and accurate. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.] [iii.] Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. v. Ability to provide staff development and training. vi. 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. Assignment: 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.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Preferred Experience: 1 year experience handling high call volume in a call center. Previous experience resolving moderate issues concerning: Patients, Co-worker. Previous experience working in a team and independently to meet measures. Experience in understanding and implementing: procedure, policies and standards. Experience working closely with management to meet deadlines. 1 year experience with consult management. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-07. Physical Requirements: "The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds."

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 12/11/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12843986. 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: 2025-12-11