Lead Medical Support Assistant

Veterans Health Administration • Phoenix, AZ

18h • Onsite

About The Position

The Lead Medical Support Assistant will work in Outpatient Specialty Clinics within the Health Administration Service at the Phoenix VA Medical Center. The incumbent monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. This position is located at: Phoenix Midtown VA Clinic, 5040 North 15th Avenue, Phoenix, AZ, 85015.

30 Day Hiring Model
The Department of Veterans Affairs is implementing a streamlined 30-Day Hiring Model designed to accelerate hiring while maintaining the highest standards of merit-based selection. This improved process reduces traditional hiring timelines by integrating early coordination, faster assessments, and efficient pre-employment actions. Applicants can expect a more transparent, predictable, and efficient hiring journey from announcement to entry on duty.

What Applicants Can Expect
Expedited Candidate Review: Once the announcement closes, Human Resources will quickly review applications, issue certificates of eligible candidates the day after the announcement closes and refer applicants for hiring manager consideration.
Quick Interviews & References: HR may arrange interviews and will request references within 3-5 days after being referred to the hiring manager.
Streamlined Pre-Employment Requirements: Following a tentative offer, applicants should be prepared to complete required steps, such as fingerprinting and background check, credentialing, and medical examination within 3 days of the offer.
Clear and Timely Communication: Applicants will receive clear communication at key milestones, including referral, tentative offer, and onboarding instructions. After meeting pre-employment requirements, candidates will receive a final job offer and start date. Onboarding tasks may continue after starting, with HR ensuring timely completion for a smooth transition into VA service. If selected, applicants should be prepared to come onboard within 30 days of the announcement closing.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements ( https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents ).
• Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• Citizenship. Citizen of the United States.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• Experience. None.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None.
• Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
• Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
• Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
• Ability to provide staff development and training.
• Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.
• The work is primarily sedentary with prolonged periods of sitting.
• The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional and mental stability.

Nice To Haves

• One year of experience equivalent to the next lower grade level (GS-6) grade level.

Responsibilities

• Monitoring and making work assignments, providing input on performance, resolving daily workplace issues and maintaining efficient workflow.
• Conducting ongoing reviews to ensure quality of work.
• Ensuring accurate and timely scheduling of appointments.
• Providing guidance to staff members to include changes in policies and procedures.
• Distributing and balancing workload amongst staff.
• Creating and maintaining employee work schedules.
• Orienting and providing on-the-job and coordinating training for new and current employees.
• Acting as liaison between MSA and staff in order to resolve day to day conflicts.
• Planning and organizing work with general assistance from the supervisor to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers non-routine and highly technical problems to his/her supervisor.
• Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record.
• Routinely communicating with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.
• Working independently making decisions based on guidelines, precedents and regulations and performing duties in such a manner that only minimal supervision is required.
• The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit.
• The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings.
• The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
• Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
• Contact the hiring agency for more information on the specific benefits offered.

What This Job Offers

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