Summary The Lead Medical Support Assistant (Lead MSA) will be assigned under the Department of Surgery at the San Francisco Veterans Affairs Health Care System. The Lead MSA will act as the facilitator and administrative coordinator for the Eye Clinic under Surgical Service and will work closely with the other surgical MSA, Section Chief, chief/senior residents, and other surgical staff to maintain smooth workflow by addressing deficiencies as needed. Responsibilities The Lead MSA may also act as a "float" to provide temporary coverage in short-staffed areas of Surgical Service. He/she is responsible for planning and directing the MSA's activities in the Eye Clinic as they relate to improved performance, patient care, or clinical/administrative coverage. He/she will act as a mentor/educator and may lead training sessions as necessary for improved employee performance within their assigned sub-specialty or to cover MSA duties from a different sub-specialty. The Lead MSA will be the liaison between Eye Clinic staff and Surgical leadership to help problem solve any scheduling, administrative, or systems issues that arise; he/she will work closely with the Supervisory MSA's and Administrative Officer of Surgical Service and with various departments outside of surgery to troubleshoot/resolve pertinent issues and improve patient care. The Lead MSA is at the forefront of MSA efficiency and coordination. He/she will assist and mentor the Eye Clinic MSA in performing these essential functions of their scope of duties effectively to promote efficient workflow: Assists with the coordination of patients and follows them through their first clinic appointment to their post-operative appointments, making sure that any patient issues or problems are identified and resolved at the surgical subspecialty level, although a multidisciplinary approach may be needed. Provides knowledge of all VAMC programs, policies, directives, resources, and processing requirements for surgery, thereby offering continuity of patient care to the respective specialty. Serves as a multi-skilled person dedicated to patient care management of their assigned specialty by promoting patient flow and administrative efficiency in both the inpatient and outpatient setting. Takes calls from outside medical providers concerning referrals and transfers that would otherwise create complex coordination of encounters for patient and professional health providers. The Lead MSA ensures consults are received and addressed in a timely manner and to prioritize making clinic appointments based on the severity of the case and the order of patient acknowledged. Example: routine consults are scheduled within a month of receiving unless patient circumstances prevent a visit. Works with the surgical teams to arrange transportation, accommodations, and medical notices to the patient's employers, accomplished by completing and filling disability and leave of absence paperwork for California State and Medicare. Composes personalized letters requested by patients and obtains appropriate physician verification and signatures of highest importance that are urgent or stat consults. These are usually placed through email or phone by outside medical providers. The MSA will have the ability to communicate effectively and articulate complex materials. He/she sustains high responsibilities by orchestrating emergent patient intake or a clinic visit with a 7-10 day time frame. Other duties as assigned. Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor. Telework: Not eligible for telework 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-07 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.