Lead Medical Support Assistant

Veterans Health Administration • Shreveport, LA

2d • Onsite

About The Position

This is a Lead Medical Support Assistant position at the Overton Brooks VA Medical Center. Duties may be performed in a Clinic Based Outpatient Clinic (CBOC), inpatient, call center, outpatient clinic, Patient Aligned Care Team (PACT) model, or specialty care setting involved in a PACT model. The Lead Medical Support Assistant monitors and assigns work, provides input on performance, resolves daily workplace issues, and maintains efficient workflow across assigned clinics and CBOCs.

The role coordinates staffing and clinic coverage across multiple sites, supports accurate scheduling and patient access, ensures consistent adherence to scheduling directives and local procedures, and tracks operational metrics. It also develops site-specific training, mentors and coaches staff, coordinates cross-training, and serves as a liaison between MSA staff, providers, nursing, and administrative leadership.

The regular schedule is 8:00 a.m. to 4:30 p.m., Monday through Friday, subject to change based on facility needs. Telework is available; this is not a virtual position. Work is performed in an office or clinic setting. The position may require handling several tasks simultaneously in stressful situations and may involve standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. Personal protective equipment and annual TB screening or testing may be required.

The position requires U.S. citizenship, written and spoken English proficiency, a high school diploma or equivalent, and one year of creditable experience equivalent to the next lower grade for the GS-07 grade determination. The role requires advanced knowledge of medical terminology and clinical flow, communication and coordination skills, use of advanced patient systems, organization and prioritization, staff development and training ability, and the ability to manage staffing and workflow across multiple clinics. No licensure or certification is required. The position is in the Excepted Service and includes a one- or two-year trial period.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• For the Lead Medical Support Assistant GS-07 grade determination: one year of creditable experience equivalent to the next lower grade.
• Advanced knowledge of medical terminology and clinical flow processes relating to access to care across multiple clinics, specialties, or community settings.
• Skill communicating to achieve desired effects 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 or responsibilities to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities, adjust work flow to meet team and patient needs, follow up on pending issues, and understand the impact of incomplete work across multiple clinics.
• Proficiency in written and spoken English.
• Must pass a pre-employment physical evaluation and required background/security investigation.
• Must participate in the seasonal influenza vaccination program and may be required to wear personal protective equipment and undergo annual TB screening or testing.
• Must complete the online onboarding process and application requirements; acceptable identification is required for pre-employment requirements.
• Must serve a one- or two-year trial period, subject to the stated evaluation and certification conditions.

Responsibilities

• Monitor staffing levels and patient scheduling activity across assigned clinics and CBOCs, adjusting coverage in real time to prevent gaps in patient access.
• Serve as the first point of contact for MSAs facing scheduling conflicts, system outages, or coverage shortages, resolving issues locally or escalating them as appropriate.
• Coordinate with clinic staff, nursing, and providers to align MSA coverage with clinic templates, provider availability, and patient volume.
• Reconcile workflow differences between clinics and CBOCs to support consistent scheduling and check-in/check-out procedures.
• Audit appointment scheduling accuracy across assigned sites and correct errors before they affect patient care or compliance metrics.
• Review electronic waiting list and recall/reminder reports to ensure Veterans are contacted and rescheduled within required timeframes.
• Monitor clinic utilization, no-show, and cancellation trends; bring patterns to the supervisor and recommend scheduling template adjustments.
• Ensure compliance with national scheduling directives and local SOPs across assigned clinics and CBOCs, accounting for site-specific constraints.
• Develop and deliver site-specific on-the-job training plans for new MSAs.
• Track mandatory training and competency requirements and follow up on identified deficiencies.
• Mentor staff on complex scheduling, customer service situations, and interpersonal conflicts; provide real-time coaching and document performance concerns or improvements for supervisor review.
• Build and maintain MSA work schedules, balancing coverage needs with approved leave, training, and detail assignments.
• Adjust staffing schedules in response to unplanned absences to maintain adequate coverage at assigned sites.
• Coordinate MSA cross-training so staff can work across assigned clinics and CBOCs as needed.
• Act as the primary liaison between MSA staff and clinical providers, nurse managers, and administrative leadership to resolve operational conflicts.
• Communicate policy, scheduling procedure, and clinic-operation changes to MSA staff, confirming understanding and consistent implementation.
• Represent the MSA perspective in clinic meetings or huddles and relay front-line concerns to supervisors and clinical leadership.
• Compile and report operational metrics, including scheduling accuracy, EWL status, and training compliance, and identify trends requiring intervention.
• Document and report recurring backlogs, staffing shortfalls, or system issues, distinguishing site-specific problems from broader systemic issues.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, consisting of 13–26 days of annual leave, 13 days of sick leave, and 11 paid Federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family income and other eligibility criteria.
• Traditional federal pension with five-year vesting and federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs may be carried into retirement.

What This Job Offers

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