Lead Medical Support Assistant

Lead Medical Support Assistant

Department: Department of Veterans Affairs

Location(s): Anywhere in the U.S. (remote job), United States

Salary Range: $50460 - $65599 Per Year

Job Summary: This Lead Advanced Medical Support Assistant (AMSA) position is located within the VISN 1 Clinical Contact Center (CCC). Remote work is currently authorized; however, candidates may be subject to return to office in the event policy changes or the exemption is not extended. The incumbent will remain in their current duty station. This position is open to current, permanent employees of the VISN 1 Clinical Contact Center only.

Major Duties:

• The incumbent serves as Lead Advanced Medical Support Assistant (Lead MSA) in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. Lead MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The lead MSA is responsible for routing clinical questions to appropriate clinical staff. The lead MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Lead MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Lead MSA collaborates to best coordinate the care needs of the Veteran. Duties include, but are not limited to: Responsible for daily workload assessments, assigning work assignments; assuring proper staffing coverage Evaluate training records; and determine training needs of MSAs to provide support across interprofessional settings Assist the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources Work collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. Assure coverage of all areas of work, ensuring accurate and timely scheduling of appointments, providing guidance to staff members, to include changes impolicies and procedures. Distribute and balance workload to include: Create and maintain employee work schedules Orient and provide on-the-job training for new and current employees Ensure all training requirements are met Organize the work structure of assigned areas' Act as liaison between MSA and staff to resolve day-to-day conflicts Scheduling, canceling, re-scheduling patient appointments and/or consults. Enter no-show information; monitor appointment requests from multiple electronic sources. Gather and obtain medical information from patients VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional Work Schedule: Monday - Friday 7:45 a.m. - 4:15 p.m. 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) Functional Statement #: F2435 Permanent Change of Station (PCS): Not authorized Notifications: Due to a critical staffing shortage, 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference for this job announcement This position is covered by locality-based comparability pay. Current Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. Veterans' preference does not apply for other current permanent Federal agency employees. Incomplete applications will not be considered.

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: Medical Support Assistants appointed to direct patient care positions must be proficient in spoken and written English. Experience: No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration: None 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-7 Experience. One year of experience equivalent to the GS-6 grade level. Demonstrated Knowledge, Skills, and Abilities: 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 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-7. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

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 05/13/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12955427. 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: 2026-05-13