Lead Medical Support Assistant

Lead Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Charlotte, North Carolina

Salary Range: $58810 - $76454 Per Year

Job Summary: This position serves as a Lead Medical Support Assistant in the Imaging Service Line at the Charlotte VA Healthcare Center, and is under the supervision of the Imaging Service. The incumbent has one year of experience equivalent to the next lower grade level. The Lead MSA is responsible for daily workload assessments, assigning work, and ensuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary setting.

Major Duties:

• VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional DUTIES INCLUDE BUT ARE NOT LIMITED TOO: The employee has full administrative and professional responsibility for planning and directing MSA activities. Acts as a liaison among Advanced MSA staff, patients, and other clinic staff to resolve day-to-day conflicts. Evaluates new products, equipment, and systems in order to make recommendations for improved operations. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Meets, communicates and interacts with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to complete job. Operates computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. Updates Veteran insurance information, as appropriate, into the insurance capture system as required by policy. Serve as key contact for physicians, Veterans, family members and other staff members who are trying to obtain images, reports, and other related information regarding imaging procedures, images, and reports. Personally, greets Veterans, families, and other staff members requesting assistance. Provides instruction concerning the geographical layout of the medical center and specific clinical/treatment areas. Resolves simple complaints of patients and refers others to the supervisor. Answer general questions pertaining to Imaging Service such as, but not limited to policies, appointment cancellation, hours and availability of services. Maintain a calm and courteous demeanor with all interactions. Receive telephone calls and returns telephone calls from internal and external customers in a courteous and timely manner. Provides the appropriate response to inquiries and responds to requests for appointments in a courteous and timely manner. Determines the source of the telephone call and handles appropriately in accordance to Service and Medical Center policies. Schedules for Computerized Tomography (CT), Ultrasound (US), Mammography, Nuclear Medicine (NM), Magnetic Resonance Imaging (MRI), fluoroscopy exams, biopsies, special procedures and any other imaging procedures performed in accordance with Service procedures and policies. Instructs patients on standard preparation procedures required prior to testing (i.e. liquid intake, medications, dietary instructions, lab tests, etc.). Schedule all appointments in the Vista/VSE and Radiology scheduling packages; avoiding conflicts with other scheduled appointments within the Service, and other Medical Center services. Ensure that ALL patient appointments are entered into the appointment packages with a complete order in a timely manner. Reschedules customers when the service experiences unexpected equipment malfunctions, inclement weather, and/or any other disruptions to daily operations. Applies established guidelines concerning the release of information of patient's condition, patient's appointment, and patient's exams. Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and Social Security Number or DOB. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Uploads outside images to the appropriate patient and imaging order in a timely manner. Places notes in CPRS as per radiology processes. Returns or discards CDs as requested by patient or physician. Provides training and guidance to new MSAs in the service. Look for ways to improve the scheduling processes. Offer ideas to implement new methods and procedures to avoid various problems that are integral to the scheduling/reception areas. Provides input on AMSA performance. The incumbent directs the efforts of MSAs in preparing and delivering clerical/administrative reports, memoranda, minutes, and correspondence for the Imaging department as required by management. Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. 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. 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 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. Certification: None required. 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: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates. Lead Medical Support Assistant, GS-7 Experience: One year of experience equivalent to the GS-6 grade level. 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: 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. Preferred Experience: Experience working in Radiology/Imaging Service or other specialty clinic with high-volume, modality- based scheduling (CT, MRI,UL, NM, Mammography, IR). Demonstrates knowledge of VHA scheduling directives (including VHA Directive 1234), consult management, recall reminder processes, hold order management, and timeliness standards. Experience monitoring work queues, resolving scheduling discrepancies preventing inappropriate community care referrals due to scheduling barriers. Experience providing day-to-day guidance and training to MSA, reviewing scheduling accuracy, and ensuring compliance with national scheduling and access standards. Ability to collaborate with modality supervisors, radiologists, and the Supervisory MSA to support operational efficiency and patient access goals at the Charlotte site. Note: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates and hour worked per week. 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-7. Physical Requirements: See VA Directive and Handbook 5019

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 03/11/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12901125. 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: 2026-03-11