LEAD MEDICAL SUPPORT ASSISTANT

LEAD MEDICAL SUPPORT ASSISTANT

Department: Department of Veterans Affairs

Location(s): San Antonio, Texas

Salary Range: $55397 - $72021 Per Year

Job Summary: The Lead Medical Support Assistant is a highly specialized position and performs multiple duties. They may serve as an Advanced Medical Support Assistant in all Offices of Community Care. They interface and collaborate with larger health care system providers including VA Community providers, hospitals, diagnostic & treating facilities, & community-based programs. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

Major Duties:

• VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional Major Duties: Reviews, manages, and balances workload (consults, notifications, authorizations, uploads, etc.). Makes workload assignments. Reviews and manages the phones/ACD lines. Resolves workplace issues and maintains efficient workflow. Provides staff orientation and on-the-job training, developing SOPs. Reviews the quality of work performed. Serves as a knowledge reference. Identifies and participates in performance improvement/systems redesign projects. Responsible for reviewing the workflow of the OCC service. This includes all Community Care medical care functions. The LMSA works collaboratively in an interdisciplinary coordinated care delivery model in Community care. The Lead MSA 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. 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. As a frontline contact with patients and staff, they set the tone for perception concerning quality of healthcare services at the VA. He/she must determine the nature of requests and provide the information desired using privacy rules and established clinical processes. 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. Schedules appointments in accordance with current established VA/VHA Directives, Handbooks, policies and procedures. Processes patient care requests in conformance with the Choice Act and other Non-VA Medical care processes. Serve as the primary trainer of new staff and be responsible for the development of training aids and materials used in the orientation process. All appointments will be made with the patient's input and in accordance with VA guidelines and business rules. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or Community medical care providers whenever possible. Responsible for notifying the supervisor or other appropriate clinical staff if scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies and procedures. Scheduling instruction conflicts which cannot be appropriately resolved individually must be elevated to the AMSA's supervisor. The LMSA explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. Contributes to the revenue collection process by identifying patients with third party insurance. Required to train other AMSA levels on the Insurance Capture Buffer (ICB) process. Major Duties section continues in Qualifications section below: Work Schedule: 7:30 AM - 4:00 PM, Monday - Friday Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): 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: Not Available Virtual: This is not a virtual position. Functional Statement #: 54954-F Permanent Change of Station (PCS): Not Authorized

Qualifications: Major Duties continued from Duties section: Ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by submitting requests to scan documents into the records. Participates in the staff huddles and other team meetings to manage and plan patient care, setting priorities and deadlines, adjusting workflow 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 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education: 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). Grade Determinations: GS-07: Lead Medical Support Assistant Experience: One year of experience equivalent to the [GS-6] grade level. Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below: 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. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 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 and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. 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: 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. The actual grade at which an applicant may be selected for 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 12/17/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12847242. 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: 2025-12-17