Lead Medical Support Assistant

Veterans Health Administration • Saint Cloud, MN

5d • Onsite

About The Position

This position is located within the Surgical & Specialty Care ICC at the St. Cloud VA Health Care System. This position will provide advanced administrative support to clinical staff members and Veterans, in addition to overseeing the daily clerical functions of the scheduling of all Surgical & Specialty Care areas.

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 forms of identification will be required to complete pre-employment requirements.
• Participation in the seasonal influenza vaccination program is a requirement.
• Must complete all application requirements detailed in the "Required Documents" section of this announcement.
• Will be required to 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 demonstrate skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations.
• Candidates must demonstrate ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
• Candidates must demonstrate ability to provide staff development and training.
• Candidates must demonstrate ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner.
• Candidates must demonstrate ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
• Candidates must demonstrate ability to review and monitor data to ensure all reports are complete and accurate.

Nice To Haves

• Experience in scheduling and knowledge of Medical Terminology.

Responsibilities

• Manages appointment scheduling, cancellations, re-scheduling, and no-show documentation following VA policies.
• Acts as liaison among Veterans, clinical staff, and external agencies, ensuring effective communication.
• Handles front desk duties, answers calls, and responds to inquiries via multiple communication systems.
• Maintains and secures medical records, verifies demographic and insurance data, and facilitates transfer of records.
• Supports clinical flow by coordinating pre-appointment requirements and monitoring clinic schedules.
• Trains new staff, assesses workload, and recommends process improvements.
• Coordinates emergency and non-emergency transfers, ensuring timely and accurate documentation.
• Uses various software systems including VISTA, CPRS and secure messaging platforms.
• Prepares reports, agendas, and minutes for team meetings, supporting Veteran care planning.
• Ensures compliance with HIPAA, VA policies, and safety protocols.
• Monitors clinic utilization, appointment accuracy, and resource use.
• Assists with outreach, community resources, and clinic operational adjustments.
• Manages workload, assigns tasks, and ensures deadlines are met.
• Acts as a mentor and trainer for MSA staff, providing guidance on communication and clerical procedures.
• Answers questions for lower graded staff relating to health care services in an inpatient or outpatient setting.
• Monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.
• Assures coverage of all areas of responsibility.
• Conducts ongoing reviews to ensure quality of work.
• Ensures accurate and timely scheduling of appointments.
• Provides guidance to staff members, to include changes in policies and procedures.
• Distributes and balances workload.
• Creates and maintains employee work schedules.
• Orients and provides on-the-job training for new and current employees.
• Ensures all training requirements are met.
• Organizes the work structure of his/her assigned areas.
• Acts as a liaison between MSA and 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