Lead Medical Support Assistant

Veterans Health Administration • Marion, IN

19d • Onsite

About The Position

Northern Indiana VA Health Care System is seeking a Lead Medical Support Assistant (MSA) for the Marion facility within the Mental Health Service Line. The position serves as lead clerk for MSA and Advanced MSA (AMSA) staff across mental health interdisciplinary clinics and Community-Based Outpatient Clinics supporting mental health services and related initiatives. Patient care is delivered through team-based collaboration among AMSAs, nursing staff, psychiatrists, psychologists, peer support specialists, pharmacists, social workers, dietitians, Primary Care Mental Health Integration teams, and other VA and non-VA healthcare professionals and community programs.

The Lead MSA coordinates staff assignments and workflow across interdisciplinary units, assesses daily workload, assigns duties, ensures adequate staffing coverage, reviews training records, identifies training needs, and coordinates staff support. The role assists staff with complex and nonstandard procedures, including clinical-flow processes for access to care across multiple clinics, specialties, and community resources. It ensures appointments are scheduled accurately and on time, provides guidance on policies and process changes, develops employee schedules, and serves as a liaison among staff, patients, and interdisciplinary team members to resolve operational issues and conflicts. The position also supports clinic operations, communication, workflow, and continuity of service.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., subject to change based on agency needs. Telework and virtual work are not available. Most work is performed seated in an office setting, with some standing, walking, bending, and carrying items such as training manuals. The role involves extended periods at a computer, typing, face-to-face contact with Veterans, telephone work, and possible increased stress when responding to patient or customer concerns.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or proficiency certificate from a State or territorial education authority.
• One year of creditable experience equivalent to the next lower grade, GS-6, in MSA responsibilities or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting.
• Proficiency in written and spoken English.
• Advanced knowledge of medical terminology and clinical-flow processes related to access to care across multiple clinics, specialties, or community settings.
• Skill communicating to achieve desired outcomes and coordinating with interdisciplinary care-team staff.
• Ability to use multiple 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.
• Male applicants born after December 31, 1959, must meet Selective Service registration requirements.
• Must complete the required application steps and online assessment; selected applicants must complete online onboarding and a background/security investigation.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Selected applicants must serve a one- or two-year trial period.
• Must provide acceptable identification for pre-employment requirements; from May 7, 2025, non-REAL-ID-compliant state identification cannot be used for employment identification.
• Must provide documentation verifying high school completion or equivalent if not covered by the grandfathering provision.
• Higher-level duties for assignments above the full-performance level must meet the stated scope and complexity criteria and be performed at least 25% of the time.

Responsibilities

• Coordinate MSA and AMSA assignments and workflow within interdisciplinary units.
• Conduct daily workload assessments, assign duties, and ensure adequate staffing coverage.
• Review training records, identify training needs, and coordinate staff support across interdisciplinary settings.
• Assist staff with complex and nonstandard procedures, including clinical-flow processes for access to care across clinics, specialties, and community resources.
• Ensure accurate and timely appointment scheduling.
• Guide staff regarding policies, procedures, and process changes.
• Develop and maintain employee work schedules.
• Serve as a liaison among MSA and AMSA staff, patients, and interdisciplinary team members to resolve daily operational issues and conflicts.
• Provide guidance and support for clinic operations and promote effective communication and workflow.
• Help ensure continuity of service across mental health and interdisciplinary programs.
• Answer questions for lower-graded staff, monitor and make work assignments, provide input on performance, resolve workplace issues, and maintain efficient workflow.
• Conduct ongoing reviews to ensure quality of work; distribute and balance workload; orient and train employees; and ensure training requirements are met.

Benefits

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

What This Job Offers

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