Lead Medical Support Assistant

Lead Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): El Paso, Texas

Salary Range: $50460 - $65599 Per Year

Job Summary: The incumbent serves as the Lead Medical Support within the Behavioral Health Service at El Paso VA Health Care System. The incumbent performs a variety of administrative functions associated with the scheduling of patient care. The incumbents working knowledge of various policies and procedures relating to the business rules regarding Scheduling, Clinical Access, and the proper flow of work within the team contributes significantly to the daily business activities.

Major Duties:

• VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional The Lead AMSA performs a variety of administrative functions associated with the scheduling of patient care. As such, the incumbent must have a knowledge of VA policies, regulations, guidelines, and processes as they relate to the scheduling of patient appointments, Electronic Wait Lists, and pre- appointment clinical requirements (i.e., labs, EKS, X-rays) to ensure readiness for the patient visit, and will monitor the Access/waitlist and the EAR. Incumbents must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes in delivering the healthcare benefits package. The incumbent will also order supplies for clinics for Central Stores utilizing Material Management's automated order processing system. This incumbent must have the ability to learn the technical competency in the use of Vista, VSE, CPRS, ICB Scanners, Vet-Link Kiosks, and Appointment Management systems. The employee works closely with the staff in the inpatient and outpatient clinic areas to ensure the direct activities related to the day to-day care of patients are maintained. The incumbent must provide excellent customer service and have an advanced understanding of medical terminology, medical administrative practices, patient consult processes, patient scheduling procedures, medical record systems, the Privacy Act, HIPPA rules, and the Freedom Act as they relate to the handling of confidential and sensitive patient information. Incumbent must be a proficient computer operator who can learn, understand, and monitor department-specific software programs, as well as knowledgeable in Microsoft Office programs such as Word Excel, PowerPoint, and Outlook; must be proficient in gathering, analyzing, and reporting data as it relates to inpatient units and outpatient clinic operations. Incumbents must possess knowledge of clinic processes and services to interact with various clinic staff members. The incumbent oversees the status of work for all AMSAs working in the various clinical services and makes day-to-day adjustments by established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs that cannot be disposed of promptly. Able to resolve simple informational complaints of employees, referring others to supervisor for resolution. The incumbent will conduct ongoing audits to ensure the quality of work for accurate and timely scheduling of appointments. Provides information and makes recommendations to supervisor on staff duty performance and behavior. Identifies education and training needs of staff and evaluates scheduling practices. Makes recommendations for reassignments, recognition for outstanding performance, and other personnel needs. It was orienting and provided on-the-job training for new and current employees. Work Schedule: Monday - Friday, 0800 am - 1645 pm. Recruitment Incentive (Sign-on Bonus): Not Authorized. Permanent Change of Station (Relocation Assistance): Not Authorized. Pay: Competitive salary and regular salary increase. 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) 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. Virtual: This is not a virtual position. Functional Statement #: 52527-F Permanent Change of Station (PCS): Not Authorized

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. 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. Physical Requirements. See VA Directive and Handbook 5019. 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. 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: Lead Medical Support Assistant, GS-07: One year of experience equivalent to the GS-6 grade level. GS-6 experience includes: 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. Recommends 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. Coordinates 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 makes adjustments as necessary. Develop and/or maintain 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; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates 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; identifies incomplete encounters and communicates findings to providers; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; 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; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community). 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. 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. Preferred Experience: Minimal 2 years experience in scheduling patients for various follow up medical appointments. Must be capable of functioning independently. Possesses interpersonal skills to motivate and provide direction to diverse staff and solve complex administrative problems. Demonstrated experience with utilizing VA databases to run reports and incorporate reports into daily operations. Ability to take initiative with development and implementation of strategic plans. 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: Physical aspects associated with work required of this assignment are typical for the occupation and would generally not require a pre-placement examination.

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 01/22/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12863747. 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. To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete

Application Deadline: 2026-01-22