Lead Medical Support Assistant

Veterans Health Administration • Dayton, OH

4d • Onsite

About The Position

This position is in Patient Business Service, Ward Administration at the Dayton VA Medical Center. The Lead Medical Support Assistant (MSA) coordinates Advanced MSA assignments and workflow in an interdisciplinary unit and spends at least 25% of their time performing lead duties. The role includes assessing daily workload, assigning work, ensuring staffing coverage, reviewing training records, and identifying staff training needs across interdisciplinary settings.

The Lead MSA assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and community resources. The position supports accurate and timely appointment scheduling, provides guidance to staff on policies and procedures, creates and maintains employee work schedules, and acts as a liaison among MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts. The Lead also supports coordinated interdisciplinary care delivery and performs customer-service and other duties needed for timely patient treatment and maintained appointment schedules.

The position is at the Dayton VA Medical Center and is not eligible for telework or virtual work. The work is mostly sedentary, typically involving sustained sitting and concentration, with some walking, standing, bending, and carrying light objects; occasional moderate exertion such as stooping, reaching, lifting, and pulling may be required.

Requirements

• U.S. citizenship, except that non-citizens may be appointed when qualified citizens cannot be recruited in accordance with VA policy.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate; supporting documentation must be submitted.
• One year of creditable experience equivalent to the next lower grade for the GS-07 grade determination.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, and/or community settings.
• Skill communicating to obtain 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, and delegate tasks and responsibilities to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities, adjust work to meet team and patient needs, and follow up on pending issues while understanding the impact of incomplete work across multiple clinics.
• Proficiency in written and spoken English.
• Must pass a pre-employment physical examination and background/security investigation; seasonal influenza vaccination is required for VA health care personnel.
• Must complete the required application steps, online assessment, and online onboarding process; required identification must be provided for pre-employment requirements.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Assess daily workload, assign work, and ensure proper staffing coverage across areas of responsibility.
• Review training records, determine training needs, orient and provide on-the-job training to new and current employees, and ensure training requirements are met.
• Assist with complex and non-standard procedures, including clinical flow processes and access to care across multiple clinics, specialties, and community resources.
• Ensure accurate and timely appointment scheduling and conduct ongoing reviews to ensure quality of work.
• Provide staff guidance, including communicating changes in policies and procedures.
• Create and maintain employee work schedules; distribute and balance workload; and organize the work structure of assigned areas.
• Act as a liaison among MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
• Collaborate in an interdisciplinary coordinated care delivery model and perform customer-service and other duties needed for timely patient treatment and maintained appointment schedules.
• Follow up on pending issues and adjust workflow priorities to meet team and patient needs.

Benefits

• Federal employee benefits package available to the employee and family, subject to eligibility.
• Selected applicants may qualify for 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: Senior
• Education Level: High school or GED