Lead Medical Support Assistant

Veterans Health Administration • Dayton, OH

20d • Onsite

About The Position

This position is in Patient Business Service, Ward Administration at the Dayton VA Medical Center. The Lead Medical Support Assistant (AMSA) coordinates Advanced MSA assignments and workflow in an interdisciplinary unit. The role includes daily workload assessments, work assignments, staffing coverage, review of training records, and identification of staff training needs. The Lead MSA assists with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and community resources. At least 25% of the incumbent’s time must be spent performing lead duties.

The position supports accurate and timely appointment scheduling, staff guidance on policies and procedures, employee work schedules, and resolution of day-to-day conflicts among staff, patients, and interdisciplinary teams. It also supports coordinated care delivery, customer service, timely patient treatment, and maintaining appointment schedules across scheduling staff.

The work is mostly sedentary and requires sustained concentration, with some walking, standing, bending, carrying light objects, stooping, reaching, lifting, pulling, and other moderate exertion. Occasional walking some distance to meetings may be required. The work schedule is Sunday through Saturday, 7:00 a.m. to 3:30 p.m., with weekend and holiday rotations. Telework is not available; this is not a virtual position.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate; supporting documentation must be submitted.
• One year of creditable experience equivalent to the next lower grade for the GS-07 Lead MSA 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 numerous 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 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.
• Proficiency in written and spoken English.
• Must pass a pre-employment physical examination and background/security investigation.
• Must participate in the VA seasonal influenza vaccination program.
• Must complete the required application steps, online assessment, and onboarding process.
• Must meet identification requirements for pre-employment processing.
• Must serve a one- or two-year trial period, as applicable.

Responsibilities

• Assess daily workload, assign work, and ensure appropriate staffing coverage.
• Evaluate training records and determine training needs for Medical Support Assistants.
• Assist with complex and non-standard procedures, including clinical flow and access-to-care processes across clinics, specialties, and community resources.
• Ensure appointments are scheduled accurately and on time.
• Provide staff guidance, including guidance on changes in policies and procedures.
• Create and maintain employee work schedules.
• Conduct ongoing reviews to ensure quality of work and assure coverage of all areas of responsibility.
• Distribute and balance workload, orient employees, and provide on-the-job training to new and current staff.
• Organize the work structure of assigned areas and ensure training requirements are met.
• Act as a liaison among AMSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
• Collaborate in an interdisciplinary coordinated care delivery model and perform related customer service and other duties supporting timely patient treatment.
• Ensure appointment schedules are maintained by scheduling staff.
• Follow up on pending issues and adjust workflow priorities to meet team and patient needs.

Benefits

• Federal employee benefits package available to the employee and family, subject to eligibility.
• Potential credit toward annual leave accrual for qualifying prior work or military service, if requested and approved before appointment.

What This Job Offers

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