Summary The Lead Medical Support Assistant (Lead MSA) monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Responsibilities Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts. Additional duties include but are not limited to: 1.) scheduling, canceling, re-scheduling patient's appointments, RTCs and/or consult management; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility in accordance with VHA national scheduling guidelines and agency metrics. 2.) Verifying and updating demographic and performing basic eligibility, co-pays and preauthorization requirements for specific coverage. 3.) Primary Timekeeper, Encounter completion, make Hoptel requests, PAR, travel, NCDSP and pacemaker implant registration. 4.) ADPAC (Automated Data Processing Application Coordinator) 5.) Coordinates and regulates telephone intake of patient-initiated inquires and coordinate internal communication for staff that is both physically and functionally dispersed 6.) Coordinates the timely and efficient flow of patients into and out of the labs. 7) Coordinates with staff for scheduling patient appointments. Develops and maintains effective and efficient communication with patient and MEDICAL staff; VA medical centers, and other agencies regarding patient appointments. Participates with other staff to manage and plan patient care, setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. 8.) Coordinates the administrative flow of patients. Receives in-patient and out-patient procedure requests (consults), and scheduling appointments accordingly needed. 9.) Consult Management of assigned clinics within their primary responsibility. This includes periodic reports primarily and other types of workload reports if needed and assigned. 10.) Enters appropriate information into electronic record (CPRS / VISTA / VSE / CERNER) and other clinical information systems as appropriate to the area assigned. 11.) Sending appointment notifications, instructions, and reminder letters to patients, checking in patients arriving for their appointments. 12.) Appropriately triages patient concerns and brings urgent matters to immediate attention of Clinical staff. 13.) Responsible for the timely and accurate capture of both clinical and administrative data record maintenance. Updates Patient Medical Records with Procedure Reports to referring physicians and closing consults in CPRS. 14.) Completion of patient encounter forms on a timely basis, and other types of workload reports or Quality Improvement data collection and analysis if needed and assigned by supervision. 15.) Performs typing work from written material using word processing software and equipment. Responds to incoming correspondence Performs general filing. Maintain office supplies as needed for reception offices assigned. Receives sorts and delivers to the appropriate individual's incoming and outgoing mail or other documents. 16.) Provide cross coverage MSA administrative duties to all other areas of Cardiology/Pulmonary and Sleep as needed. Other duties as assigned. Work Schedule: Monday-Friday 8:00am-4:30pm or as determined by supervisor. Telework: Not available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Requirements Conditions of Employment You 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. You may be required to serve a trial period. 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications Lead Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the [GS-6] grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 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 and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is mostly sedentary. It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects. The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Grade Determinations. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Education There is no education substitution at this grade level. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: 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. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.