Lead Medical Support Asistant

Veterans Health Administration • Norton, VA

1d • Onsite

About The Position

The Lead Medical Support Assistant (Lead MSA) works at the Norton Outpatient Clinic as part of an interprofessional healthcare team, supporting multiple ancillary and interprofessional clinics. The Lead MSA determines the needs of Veterans and caregivers, helps achieve first-contact resolution through Veteran-centered service, and routes clinical questions to appropriate clinical staff. The role coordinates MSA assignments and workflow within an interprofessional coordinated-care delivery model.

The Lead MSA assures coverage across work areas, supports accurate and timely appointment scheduling, guides staff on policies and procedures, balances workloads, creates employee schedules, and provides orientation and on-the-job training. The position also ensures training requirements are met, organizes assigned work areas, and serves as a liaison to resolve day-to-day conflicts between MSA staff and other staff.

The position is based at the Norton Outpatient Clinic. Telework and virtual work are not available. The schedule is Monday through Friday, 7:45 a.m. to 4:30 p.m. Work is generally sedentary, with occasional walking, standing, bending, and carrying light items. The environment may be stressful during peak clinic hours or days with high clinic volume.

Requirements

• U.S. citizenship, subject to the stated exception where qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
• Proficiency in spoken and written English.
• One year of experience equivalent to the GS-6 grade level for the GS-7 Lead MSA qualification.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, and/or community settings.
• Skill communicating with individuals to achieve desired effects 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 or responsibilities to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities, adjusting work flow to meet team and patient needs and following up on pending issues.
• Ability to operate a computer terminal and manage multiple activities at one time.
• Pass a pre-employment physical examination and background/security investigation.
• Meet applicable onboarding, identification, application, and seasonal influenza vaccination requirements.
• Serve a one- or two-year trial period, as specified for the appointment.
• Provide detailed resume documentation of experience, including job titles, duties, month and year start/end dates, and hours worked per week.

Responsibilities

• Coordinate MSA assignments and workflow within an interprofessional coordinated-care delivery model.
• Assure coverage of all areas of work.
• Ensure appointments are scheduled accurately and promptly.
• Provide staff guidance, including communicating changes in policies and procedures.
• Distribute and balance workload.
• Create and maintain employee work schedules.
• Orient and provide on-the-job training for new and current employees.
• Ensure all training requirements are met.
• Organize the work structure of assigned areas.
• Act as a liaison between MSA and other staff to resolve day-to-day conflicts.
• Determine Veteran and caregiver needs, support first-contact resolution, and route clinical questions to appropriate clinical staff.
• Monitor and make work assignments, provide input on performance, resolve daily workplace issues, and maintain efficient workflow.

Benefits

• 37–50 days of annual paid time off per year, consisting of 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with birth, adoption, or foster-care placement.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family-income and other eligibility limits.
• Traditional federal pension with five-year vesting.
• 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 may be carried into retirement.
• Potential credit toward annual leave accrual based on prior work or military service, subject to approval.

What This Job Offers

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