Lead Medical Support Assistant

Veterans Health Administration • Phoenix, AZ

1d • Onsite

About The Position

The Lead Medical Support Assistant works in Outpatient Specialty Clinics within the Health Administration Service at the Phoenix VA Medical Center, at the Phoenix 32nd Street VA Clinic in Phoenix, Arizona. The role coordinates advanced Medical Support Assistant assignments and workflow in an interdisciplinary unit, including daily workload assessments, work assignments, staffing coverage, training records, and training needs. The position supports complex and non-standard procedures, including clinical flow and access-to-care processes across multiple clinics, specialties, and/or community resources. The incumbent works independently under general assistance from a supervisor, referring only non-routine and highly technical problems to the supervisor.

The position is full-time, with a Monday–Friday schedule; tour hours are discussed during hiring. Telework is not available, and the position is not virtual. The full performance level is GS-7. The work is primarily sedentary and includes prolonged sitting, with additional physical requirements described below.

Applicants must meet the stated citizenship, English proficiency, education, and experience qualifications. A high school diploma, GED, or state/territorial proficiency certificate is required. Qualification for GS-7 also requires one year of experience equivalent to GS-6. Selected applicants must complete pre-employment requirements, including onboarding and background/security investigation, and serve a one- or two-year trial period. Relocation and recruitment incentives and permanent change of station are not authorized.

Requirements

• U.S. citizenship.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or proficiency certificate from a state or territorial education board or department.
• For GS-7 qualification, one year of experience equivalent to the GS-6 grade level.
• Ability to complete a background/security investigation and required online onboarding.
• Participation in the VA seasonal influenza vaccination program.
• Ability to meet the physical requirements, including prolonged sitting and moderate lifting, carrying, pushing, standing, reaching above shoulder, finger use, reading without strain, hearing whispered voice with or without a hearing aid, and emotional and mental stability.
• Male applicants born after December 31, 1959, must be registered with Selective Service.
• Completion of all application requirements listed in the announcement's Required Documents section.
• Ability to serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Monitor and make work assignments, provide input on performance, resolve daily workplace issues, and maintain efficient workflow.
• Conduct ongoing reviews to ensure quality of work.
• Ensure accurate and timely scheduling of appointments.
• Provide staff guidance, including communicating changes in policies and procedures.
• Distribute and balance workload among staff and ensure proper staffing coverage.
• Create and maintain employee work schedules.
• Orient employees and provide, coordinate, and assess training for new and current employees.
• Act as a liaison among Medical Support Assistant staff, patients, physicians, and interdisciplinary staff to resolve day-to-day conflicts.
• Plan and organize work, with general assistance from the supervisor, to meet local and VA-wide time frames for analyses, reports, and special assignments.
• Report backlogs, difficulties meeting deadlines, uncooperative physicians, and difficulties obtaining information from clinicians or records.
• Communicate with physicians, case managers, and other allied health professionals using sound interpersonal skills and appropriate care with sensitive information.
• Work independently and make decisions based on guidelines, precedents, and regulations, referring non-routine and highly technical problems to the supervisor.
• Assist with complex and non-standard procedures, including clinical flow and access-to-care processes across multiple clinics, specialties, and/or community resources.

Benefits

• Federal employee benefits package available to eligible employees and their families.
• Annual leave accrual, with possible credit for prior federal work or military service if requested and approved before appointment.

What This Job Offers

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