Lead Medical Support Assistant

Quick Facts

• Lead Medical Support Assistant (Full time, 08:00–16:30)

Description

The Lead Medical Support Assistant ensures team work assignments are carried out and supports community-based patient scheduling and administrative workflow to help achieve care access goals. The role monitors and assigns daily work, resolves workplace issues, and manages accurate, timely appointment scheduling based on provider orders and VHA scheduling guidelines. It also uses patient systems and office automation for documentation, follow-up, and administrative coordination, while supporting patient and staff communication and training.

Responsibilities

• Monitor workflow, assign work, resolve daily issues, and maintain efficient team coverage
• Conduct ongoing quality reviews; ensure accurate and timely scheduling and appointment readiness
• Create and maintain employee work schedules; orient and provide on-the-job training
• Maintain training compliance and determine training needs for MSAs
• Perform analysis and estimate/report time to completion; maintain records of work accomplishments and time expended
• Complete timekeeping and backup timekeeping; run exception reports per guidelines
• Spot-check work and ensure compliance with supervisor instructions, procedures, and deadlines; amend or reject non-compliant work
• Schedule, cancel, and reschedule appointments/consults; interpret and verify provider orders
• Enter no-show information; prepare for clinic visits; ensure encounter completion for workload credit
• Review patient records and physician orders; select, complete, and route requests for patient activities/treatment procedures
• Verify and update demographics and perform basic eligibility checks
• Counsel patients, families, and agency employees on benefit entitlements
• Receive and relay phone/intercom/electronic messages; direct patients; answer routine inquiries
• Coordinate follow-up care (consults, tests, etc.) and participate in huddles/meetings
• Use computers for record keeping, correspondence, and tracking; create/copy/edit/store/retrieve/print narrative and tabular materials
• Prepare documents with proper formatting, create form letters, and perform grammar checks
• Maintain time and attendance records; manage supply and budget tracking; receive/distribute mail

Requirements

• U.S. citizenship
• Proficiency in written and spoken English
• Subject to background/security investigation
• Complete required steps, including an online assessment
• Selective Service registration (if applicable)
• Required online onboarding and acceptable identification documents
• Seasonal influenza vaccination program participation
• High school diploma (or equivalent)
• One year of experience equivalent to the next lower grade (GS-6)
• Demonstrated ability to work in an interdisciplinary coordinated care delivery model and apply administrative judgment across clinical flow processes

Benefits

• Competitive salary with regular salary increases
• Paid Time Off: 37–50 days annual paid time per year (annual leave, sick leave, and Federal holidays)
• Parental leave: up to 12 weeks paid after 12 months of employment
• Child care subsidy: eligible full-time employees may receive assistance after 60 days of employment
• Retirement: traditional federal pension (with vesting) and federal 401(k) with up to 5% contributions by VA
• Comprehensive federal employee benefits (eligibility depends on position type)