Lead Medical Support Assistant

Veterans Health Administration • Grants Pass, OR

10d • Onsite

About The Position

The Lead Medical Support Assistant (MSA) coordinates Advanced MSA assignments and workflow in an interdisciplinary unit. The role assesses daily workloads, assigns work, ensures appropriate staffing coverage, evaluates training records, and determines staff training needs to support interdisciplinary settings.

The Lead assists with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and community resources. The position ensures accurate and timely appointment scheduling; guides staff on policies and procedures; creates and maintains employee work schedules; and serves as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day issues.

The employee plans and organizes work with general assistance from a supervisor to meet local and VA-wide timelines for analyses, reports, and special assignments. Routine work is performed independently using applicable guidelines, precedents, and regulations, with non-routine and highly technical problems referred to the supervisor. The employee reports backlogs, deadline difficulties, uncooperative physicians, or challenges obtaining information from clinicians or records, and maintains the confidentiality of information accessed in carrying out duties.

The position routinely communicates with physicians, case managers, and other allied health professionals, using sound interpersonal skills and discretion with sensitive information. The employee is expected to provide courteous, tactful, and respectful customer service; communicate consistent information in accordance with established policies and procedures; and handle customer conflicts and problems constructively.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. Relocation, recruitment incentives, and permanent change of station benefits are not authorized. The full performance level is GS-7.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, General Education Development equivalency certificate, or state/territorial proficiency certificate, unless qualifying under the stated VHA grandfathering provision.
• One year of creditable experience equivalent to GS-6.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, and/or community settings.
• Skill in communicating to obtain desired outcomes and coordinating with interdisciplinary care team staff.
• Ability to use numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks and responsibilities to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities, adjust work to meet team and patient needs, follow up on pending issues, and understand the impact of incomplete work across multiple clinics.
• Completion of all application steps, including the required online assessment and application materials.
• Subject to background and security investigation.
• Must complete the online onboarding process and provide acceptable identification for pre-employment requirements.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Must serve a one- or two-year trial period, with continued employment subject to written certification that it advances the public interest.

Responsibilities

• Coordinate Advanced MSA assignments and workflow in an interdisciplinary unit.
• Assess daily workloads, assign work, and ensure appropriate staffing coverage.
• Evaluate staff training records and determine training needs.
• Assist with complex and non-standard procedures, including clinical flow and access-to-care processes across clinics, specialties, and community resources.
• Ensure accurate and timely appointment scheduling.
• Provide staff guidance, including communicating changes in policies and procedures.
• Create and maintain employee work schedules.
• Act as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day issues.
• Plan and organize analyses, reports, and special assignments to meet local and VA-wide timelines.
• Report backlogs, deadline difficulties, uncooperative physicians, and difficulties obtaining information from clinicians or records.
• Maintain the confidentiality of information obtained while performing duties.
• Communicate with physicians, case managers, and other allied health professionals.
• Provide courteous, tactful, respectful, and consistent customer service in accordance with established policies and procedures.
• Handle customer conflicts and problems constructively.
• Organize work, set priorities, and delegate tasks and responsibilities to meet deadlines.
• Manage staffing requirements and workflow priorities, adjusting work to meet team and patient needs and following up on pending issues.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific eligibility depends on position type.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to approval before appointment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED