Lead Medical Support Assistant

Veterans Health Administration • Temple, TX

18h • Onsite

About The Position

Serves as a Lead Medical Support Assistant, providing guidance, workload coordination, and training for staff in Community Care. Reviews assignments, ensures timely consult and authorization processing, resolves workflow issues, and supports interdisciplinary teams. Acts as a key resource on Community Care programs and systems to ensure efficient, patient-centered service delivery.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Must complete all required steps in the process, including an online assessment.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements.
• Must pass pre-employment medical evaluation.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• Must serve a 1 or 2-year trial period.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial- level Board or Department of Education.
• Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• One year of creditable experience equivalent to the next lower grade (GS-06).
• 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.
• Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
• 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.
• 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.
• The work is sedentary.
• Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work.
• Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site.
• Incumbent may carry and lift light items weighing less than 15 pounds.

Nice To Haves

• Experience independently managing a wide range of administrative duties, including setting priorities, coordinating care, and organizing workflow.
• Ability to communicate tactfully and effectively, both orally and in writing, including preparing reports, presenting data, and evaluating team-level process efficiency.
• Proficiency with electronic medical records, scheduling systems, and computerized databases to enter, retrieve, and update sensitive information; Excel experience preferred.
• Skill in using reference tools, sound decision-making, and teamwork to collaborate and resolve problems within a complex healthcare environment.
• Ability to identify and address customer concerns, resolve issues accurately and promptly, and follow up to ensure customer satisfaction.

Responsibilities

• Managing and balancing workload for Community Care operations, including consults, authorizations, and scheduling.
• Providing technical guidance, staff training, orientation, and developing SOPs and training materials.
• Monitoring workflow, resolving issues, and ensuring compliance with VA policies and performance standards.
• Serving as a subject-matter expert on Community Care programs, systems, and consult management processes.
• Conducting audits, quality reviews, and performance improvement activities to support program effectiveness.
• Coordinating with interdisciplinary teams to support timely, patient-centered care and accurate documentation.
• Running reports, analyzing data, and supporting process improvement and operational efficiency initiatives.
• 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.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

What This Job Offers

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