Lead Medical Support Assistant

Veterans Health Administration • Milwaukee, WI

2d • Onsite

About The Position

This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Health Administration Department. The Lead Medical Support Assistant plans and organizes work with general assistance from the supervisor to meet local and VA-wide time frames for analysis requirements, reports, and special assignments, referring only non-routine and high technical problems to the supervisor. The role involves reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or challenges in securing information from clinicians or the record. Maintaining the confidentiality of information obtained is crucial. The position requires routine communication with physicians, case managers, and other allied health professionals using strong interpersonal skills, with constant awareness of sensitive information. The Lead Medical Support Assistant works independently, making decisions based on guidelines, precedents, and regulations, requiring minimal supervision. All other duties as assigned.

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.
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical evaluation.
• 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.
• Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.
• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English: Must be proficient in basic written and spoken English.
• High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• One (1) year of experience that is directly related to the duties of an MSA. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities.

Nice To Haves

• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Responsibilities

• Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to the supervisor.
• Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record.
• Responsible for maintaining the confidentiality of information obtained to carry out required duties.
• Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of sensitive information.
• Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required.
• Advising clinical staff on current administrative processes.
• Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit.
• Scheduling, canceling, re-scheduling patient appointments and/or consults in a computerized scheduling system to include interpreting and verifying provider orders.
• Entering no-show information.
• Monitoring appointment requests from multiple electronic sources.
• Participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility.
• Verifying and updating demographics and insurance information when patients check-in for appointments.
• Coordinating administrative functions relating to emergency and non-emergency transfers to other facilities.
• 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, ensuring compliance with established policies and regulations.
• Ability to provide staff development and training.
• Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
• Ability to review and monitor data to ensure all reports are complete and accurate.

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.
• Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee.
• Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.
• Such credit must be requested and approved prior to the appointment date and is not guaranteed.

What This Job Offers

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