Lead Medical Support Assistant

Lead Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Sioux Falls, South Dakota

Salary Range: $53753 - $69881 Per Year

Job Summary: The Lead Medical Support Assistant must demonstrate the ability to effectively plan, organize and execute a wide range of responsibilities and interactions with staff and patients in a variety of outpatient settings. This position provides medical administrative support to one or more outpatient clinics and is an integral member of the clinic team to effectively carry out day to day administrative operations of the clinic.

Major Duties:

• Total Rewards of a Allied Health Professional Major Duties include, but are not limited to the following: Responsible for daily workload assessments, assigning work and assuring proper staffing coverage; evaluating training records, conducting appointment audits, and determining training needs of MSAs to provide support across interdisciplinary settings. Assists the unit or clinic 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: conducting phone audits, distributing and balancing the workload among employees, in accordance with established work flow or job specialization, assuring timely accomplishment of the assigned workload. Provides on the job training for employees in accordance with established procedures and practices. 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. Works collaboratively in an interdisciplinary care delivery model and performs receptionist, customer service, and administrative duties for the proper and timely treatment of patients. Demonstrates substantial skill in planning, organizing, problem solving, and decision-making. Maintain appointment schedules for one or more outpatient clinics, while demonstrating a high level of oral and written communication skills. Utilizes a variety of patient data systems and is responsible for performing scheduling functions. Receives phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Schedule the patient's future appointment/recall with primary physician. Request medical records from community healthcare facilities, schedules consultation appointments, special procedures, and/or testing labs, radiology, CPAP, PFT's, pulmonary, and other clinics to coordinate care. Contacts new patients to remind them of their scheduled appointments, calls patients who have not responded to recall reminders and, if necessary, enters note into CPRS and removes them from recall. Calls patients who are high risk for no show off the missed opportunities (MO) report and reminds them of appointments and reschedules if requested. Interprets and communicates requirements of VHA Scheduling Directives and policies, such as scheduling appointments, VistA Scheduling Enhancement (VSE), Consult Tracking Manager (CTM), Consult Toolbox (CTB), Virtual Care Manager (VCM), Patient Check In (PCI/CSV), VEText, Audiocare, Telehealth Management Platform (TMP), Integrated Scheduling Solution (ISS), Scheduling Manager, Insurance Capture Buffer (ICB), and Secure Messaging with the assistance of a more senior AMSA or Supervisor. All appointments will be made with the patient's input, either in person, over the phone, or through written communication. Patients may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic. Notify the supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of return to clinic and recall delinquency list. Work Schedule: Monday - Friday; Days 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: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized

Qualifications: All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to clearly demonstrate your experience in your application package may result in disqualification. All applicants are encouraged to submit responses to each Knowledge, Skill, and Ability (KSA) on a separate document. 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. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Certification: None Required 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. Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. 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-7 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. Experience: One year of experience equivalent to the GS-6 grade level, which includes, but not limited to: Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. AND 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/. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or 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 03/23/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12907553. 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: 2026-03-23