Lead Medical Support Assistant

Lead Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Bath, New York

Salary Range: $51727 - $67247 Per Year

Job Summary: The Lead MSA serves as the foreman and primary trainer of MSAs assigned to the Finger Lakes VA HCS Community Care Department. The Lead MSA will be responsible for the development and execution of training strategies and plans for all MSAs assigned to department. This will include the initial training of newly hired MSAs, as well as individual developmental, improvement, and sustainment training for currently assigned MSAs.

Major Duties:

• VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional Major duties include but are not limited to: Perform a variety of administrative functions related to patient care in the community, ensuring efficient coordination and delivery of services. Serve as the primary trainer for all Medical Support Assistants (MSAs) assigned to the Community Care department, providing in-service and new employee training. Coordinate timely patient care by managing referrals, scheduling, and communication with providers, adhering to VA policies and regulations. Make work assignments by defining objectives, establishing priorities, and setting deadlines; independently handle scheduling problems and deviations. Plan and execute daily office operations independently, utilizing initiative to resolve issues and improve workflow. Assist with complex or unusual situations that lack clear precedents, applying knowledge of community care operations and policies. Ensure all duties are completed accurately, efficiently, and in compliance with VA requirements, guidelines, and regulations. Maintain advanced knowledge of VA programs such as Community Care, PC3, Veterans Choice, Choice-First, and the Mission Act. Demonstrate proficiency with electronic medical record systems (VistA, CPRS, REFDOCS, Appointment Management), Provider Profile Management System (PPMS), Health Share Referral Manager (HSRM), and Fee Basis Claims System (FBCS). Exhibit excellent customer service skills and uphold confidentiality and security of sensitive patient information in accordance with HIPAA, Privacy Act, and FOIA regulations. Ensure staff achievement of performance measures through effective training, coaching, and performance management. Possess thorough understanding of clinic processes, services, and effective interaction with clinicians and providers to facilitate community-based patient care. Stay current with changing regulations, directives, software updates, and policies affecting healthcare delivery and administrative functions. Demonstrate advanced expertise in outpatient and inpatient scheduling, consult management, and authorization processes, including contracting dialysis care and determining patient eligibility. Other duties as assigned. Work Schedule: Monday - Friday, 7:30am - 4:00pm Telework: Ad-hoc Remote: Not Available Functional Statement #: 21N76-O Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Qualifications: 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. 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). Grade Determinations: One year of experience equivalent to the GS-06 grade level. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non - VA medical inpatient or outpatient setting. Experience to the next lower grade includes but not limited to: Scheduling, canceling, re-scheduling medical patient appointments and or consults, entering no show information. Monitoring appointment requests from multiple electronic sources. Participating in huddles with other MSA's and or clinic staff to determine the daily needs of the clinic. Verifying and updating demographics and insurance information when patients check in for appointments. In addition to meeting the grade requirements you must be able to demonstrate the following KSA's 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. 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 administrative which requires standing, walking, sitting, stooping, bending, lifting light objects, answering telephone.

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 05/07/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12949367. 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: 2026-05-07