Lead Medical Support Assistant

Veterans Health Administration • Jackson, MS

9d • Onsite

About The Position

The Lead Medical Support Assistant (LMSA) coordinates Advanced MSA assignments and workflow in an interdisciplinary unit. The role includes assessing daily workloads, assigning work, ensuring staffing coverage, evaluating training records, and determining staff training needs. The Lead MSA performs lead duties for at least 25% of their time and assists with complex and non-standard administrative procedures and clinical flow processes related to access to care across multiple clinics, specialties, and community resources.

The position supports accurate and timely appointment scheduling, guides staff on policy and procedure changes, maintains employee work schedules, and serves as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts. It monitors staff work and collaborates with the Supervisory Medical Support Assistant on performance and process improvements to support efficient, compliant clinic operations. The role also processes emergency and non-emergency transfers to other VA facilities or private hospitals, including basic eligibility, copay, and preauthorization requirements, and supports patient identification and safety standards.

This is a federal VA position with a full performance level of GS-07. Work is performed in an office/clinic setting, with a schedule of 3:30 p.m. to midnight, Sunday through Saturday, including every other weekend and holiday. The schedule may change based on facility needs. Telework and virtual work are not available.

Requirements

• U.S. citizenship, subject to the stated exception for appointments when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or proficiency certificate from a state- or territorial-level Board or Department of Education.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to GS-06, either in advanced medical support work or in a Lead MSA role performing lead duties at least 25% of the time.
• Advanced knowledge of medical terminology and clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
• Skill in communicating with individuals 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, delegate tasks and responsibilities, and 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.
• Meet the application, online assessment, background/security investigation, onboarding, and other stated pre-employment requirements.
• Register for Selective Service if applicable to male applicants born after December 31, 1959.
• Participate in the seasonal influenza vaccination program as required for VA Health Care Personnel.
• Serve a one- or two-year trial period, subject to the stated evaluation and certification requirements.

Responsibilities

• Coordinate Advanced MSA assignments and workflow in an interdisciplinary unit.
• Assess daily workload, assign work, distribute and balance workload, and ensure staffing coverage.
• Evaluate training records, identify training needs, orient staff, and provide staff development and on-the-job training.
• Assist with complex and non-standard procedures and clinical flow processes related to access to care across multiple clinics, specialties, and community resources.
• Ensure accurate and timely scheduling of appointments and monitor clinic schedules and appointment availability.
• Provide staff guidance, including communicating changes in policies and procedures.
• Create and maintain employee work schedules and organize the work structure of assigned areas.
• Act as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
• Monitor the work of new and experienced MSA staff and collaborate with the Supervisory Medical Support Assistant on performance and process improvement plans.
• Promote efficient clinic operations in compliance with established MAS and health care system standard operating procedures.
• Process emergency and non-emergency transfers to other VA facilities or private hospitals, including basic eligibility, copay, and preauthorization requirements.
• Support patient safety by verifying patient identity using two forms of identification: name and full Social Security number.
• Interpret and communicate national and local directives, policies, and procedures.
• Organize work and complete analyses, reports, and special assignments within local and VA-wide time frames; refer non-routine and highly technical problems to a lead or supervisor.
• Coordinate with patients, interdisciplinary care teams, VA medical centers, and other agencies regarding care access and follow-up needs.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered based on higher or unique qualifications or VA special needs.
• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service experience.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension with five-year vesting and federal 401(k), with up to 5% in contributions by VA.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.

What This Job Offers

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