Lead Medical Support Assistant

Veterans Health Administration • Worcester, MA

12d • Hybrid

About The Position

The Lead Medical Support Assistant (MSA) performs administrative functions related to scheduling patient care for clinical programs at a VA Medical Center. This is a work-leader position coordinating Advanced MSA assignments and workflow in an interdisciplinary unit. The Lead MSA assesses daily workloads, assigns work, ensures staffing coverage, evaluates training records, identifies training needs, and supports staff across interdisciplinary settings. The role assists with complex and nonstandard procedures, including clinical flow and access-to-care processes across multiple clinics, specialties, and community resources.

The position ensures appointments are scheduled accurately and promptly; provides staff guidance on policy and procedural changes; creates and maintains employee work schedules; and serves as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts. It provides training and orientation, audits scheduling quality, monitors clinic access and insurance data capture, and supports clinic profile management and reports. The Lead MSA also handles patient and staff communications, maintains patient demographics, supports Veteran registration and use of HealtheVet, and follows VA policies, privacy requirements, and patient-safety standards.

The incumbent works closely with a supervisor, operates independently within provided guidance, and reports backlogs or issues that cannot be resolved through established procedures. Most work is performed seated in an office, with some standing, walking, bending, and carrying training materials. Work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Ad-hoc telework may be available under agency policy; the position is not virtual. Relocation and recruitment incentives and permanent change of station are not authorized.

Requirements

• High school diploma, GED, or a state or territorial education authority proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade for the Lead MSA GS-0679-07 grade determination.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, and/or community settings.
• Skill communicating to achieve desired outcomes and coordinating with interdisciplinary care-team staff.
• Ability to use multiple advanced patient systems in an interdisciplinary setting supporting multiple clinics.
• 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 and adjust work to meet team and patient needs, including following up on pending issues and understanding the impact of incomplete work across multiple clinics.
• U.S. citizenship, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited under VA policy.
• Must pass a pre-employment physical examination and background/security investigation; seasonal influenza vaccination is required for VA health care personnel.
• Must complete required onboarding and application documentation and serve a one- or two-year trial period.
• Must protect sensitive information and comply with applicable HIPAA, federal, and VHA privacy and computer-security requirements.
• Must be able to work primarily seated, with some standing, walking, bending, and carrying items such as training manuals.

Responsibilities

• Coordinate Advanced MSA assignments and workflow in an interdisciplinary unit.
• Assess daily workload, assign work, ensure staffing coverage, and adjust workflow according to priorities and patient and team needs.
• Evaluate employee training records and determine training needs; orient and provide on-the-job training to new and current employees.
• Assist with complex and nonstandard procedures, including clinical flow and access-to-care processes across clinics, specialties, and community resources.
• Ensure accurate and timely appointment scheduling, including clinic visits, consultations, and entries into the Electronic Wait List.
• Provide guidance to staff on changes in policies and procedures, and create and maintain employee work schedules.
• Act as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
• Provide educational sessions on clerical processes and ensure new employees understand the processes, functions, and goals.
• Apply VA policies and processes for appointment scheduling, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements.
• Monitor clinic access to care and insurance collection and data capture at appointments.
• Keep abreast of changing regulations, directives, software patches, programs, and processes related to healthcare benefits delivery.
• Assist with EARR and delinquent recall report cleanup; support clinic utilization and clinic profile management, including clinic grid setup and clinic cancellations and restorations.
• Screen and receive phone calls courteously, identify callers’ needs, and provide information under privacy rules and established clinic processes.
• Prepare correspondence and memoranda as needed; promote Veteran registration for and utilization of HealtheVet.
• Stock basic office supplies for the executive suite.
• Schedule Veterans seeking emergent or urgent care accurately, contact Veterans to pre-register them, and update patient demographic information.
• Communicate appropriately with adult and geriatric patients, taking their cognitive, emotional, and developmental needs into account.
• Ensure correct use of VA forms and compliance with applicable regulations and patient identification standards.
• Oversee the status of work for lower-grade MSA positions and make day-to-day adjustments based on established priorities.
• Resolve simple workplace issues and informational employee complaints; refer other issues to the supervisor.
• Conduct ongoing audits to ensure accurate and timely appointment scheduling; refer substandard performance or behavior to the supervisor as needed.
• Recommend reassignments, recognition for outstanding performance, and other personnel needs.
• Use VISTA or DHCP scheduling options and VS GUI when available, following established business rules and mandatory outpatient scheduling training requirements.
• Communicate with clinical staff, report backlogs and other operational difficulties, and refer non-routine or high-technical problems to the supervisor.
• Protect sensitive electronic information and follow applicable privacy, security, and access-code requirements.
• Provide feedback on standard operating procedures and train relief staff on clinic procedures as needed.
• Follow environmental policies and procedures, including pollution prevention, waste minimization, and resource conservation.

Benefits

• Federal employee benefits package available to the employee and family, subject to position eligibility.
• Potential credit toward annual leave accrual for prior federal service or military service, subject to request and approval.

What This Job Offers

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