Lead Medical Support Assistant

Veterans Health Administration • Los Angeles, CA

1d • Onsite

About The Position

The Greater Los Angeles VA Health Care System is hiring a Lead Medical Support Assistant for the West Los Angeles Outpatient Clinic. The position provides advanced administrative patient support and leadership for medical support staff, helping coordinate patient access and clinic operations. The incumbent assesses workload, assists staff or redistributes assignments, monitors work progress, trains employees, and maintains current knowledge of policies, procedures, and VA systems. The role requires sound judgment and initiative, often with minimal supervision, including in stressful situations and during periods of high workload.

The Lead Medical Support Assistant provides accurate information about VA health care and benefits, including inpatient and outpatient care, nursing home care, non-VA treatment, death benefits, and beneficiary travel. The incumbent applies relevant federal regulations, VA directives, privacy requirements, and laws; reviews documentation and data for accuracy; identifies corrective actions; and refers unresolved issues to a supervisor. The position coordinates with patients, interdisciplinary care teams, VA facilities, other agencies, and Business Office sections to support timely, effective care and administrative operations.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Compressed or flexible scheduling, telework, and virtual work are not authorized. The position is assigned to the West Los Angeles Outpatient Clinic.

Requirements

• U.S. citizenship; non-citizens may be appointed only when qualified citizens cannot be recruited in accordance with VA policy.
• Proficiency in spoken and written English.
• Six months of clerical, office, customer service, or other administrative experience indicating the ability to acquire the knowledge and skills needed for the position; alternatively, a high school diploma or an equivalent combination of qualifying education and experience for entry-level requirements.
• For GS-7 qualification, one year of experience equivalent to GS-6 leading or supervising Medical Support Assistants or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, or community resources.
• Ability to use multiple advanced patient systems in support of clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, delegate tasks, and meet deadlines.
• Skill in communicating to obtain the desired effect and coordinating with interdisciplinary care team staff.
• Ability to provide staff development and training.
• Ability to manage staffing and workflow priorities, adjust work to meet team and patient needs, follow up on pending issues, and understand the impact of incomplete work across clinics.
• Knowledge of VistA and relevant version changes and enhancements, and ability to train employees in its daily use.
• Ability to exercise mature judgment, initiative, and discretion with minimal supervision, including under emotional pressure and heavy workload demands.
• Must satisfy required background and security investigation and complete the online onboarding process.
• Must participate in the seasonal influenza vaccination program as a VA health care personnel requirement.
• Must submit a legible resume that includes relevant knowledge, skills, abilities, competencies, duties, dates of employment, work status and hours, and grade/series or equivalent information.
• Must provide an acceptable form of identification for pre-employment requirements.
• A one- or two-year trial period may be required.

Responsibilities

• Assess workload and assist staff or redistribute work to meet priorities and deadlines.
• Monitor workload and work progress, make day-to-day adjustments, and seek supervisory assistance with problems such as backlogs that cannot be promptly resolved.
• Provide on-the-job training to new employees and instruct staff on changes in procedures, providing written documentation of changes.
• Maintain current knowledge of procedures, policies, directives, and VA information, and answer employees' questions or obtain needed decisions from a supervisor.
• Review work in progress and completed work of newly trained employees to ensure procedures are correctly followed.
• Assess staff strengths and weaknesses and support an effective, patient-oriented work environment.
• Provide accurate information to management, employees, and patients about VA benefits and health care services.
• Apply applicable federal regulations, VA directives, laws, Privacy Act requirements, and Freedom of Information Act requirements to resolve inquiries and issues.
• Assess documentation and data for accuracy, review findings with a supervisor, determine corrective actions, and develop monitoring processes.
• Identify potential workload problems caused by staffing shortages and suggest or implement corrective measures as appropriate.
• Coordinate with interdisciplinary care teams, patients, VA medical centers, and other agencies to support patient care and administrative workflows.
• Monitor clinic appointment availability and schedules and make adjustments as needed to support clinic and patient needs.
• Support patient systems and follow-up workflows, including secure messages, consults, tests, incomplete encounters, appointment readiness, and patient information accuracy.
• Communicate with customers in a courteous, tactful, and respectful manner; provide consistent information and handle conflicts constructively.

Benefits

• Federal employee benefits package for eligible employees and their families.
• Potential credit toward annual leave accrual based on prior federal employment or military service, subject to approval.

What This Job Offers

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