Lead Medical Support Assistant

Quick Facts

• Role: Lead Medical Support Assistant (GS-07)
• Schedule: Monday–Friday, 8:00am–4:30pm (as determined by supervisor)
• Telework: Not available

Description

The Lead Medical Support Assistant provides specialized, expert administrative patient support within an interprofessional coordinated care delivery model. The work focuses on using clinical flow processes to support access to care across multiple clinics, specialties, and community resources. The lead role also supports daily workflow management, staffing coverage, and training needs for other medical support assistants.

Responsibilities

• Schedule, cancel, and reschedule appointments/consults; handle appointment cancellation information
• Verify and update demographics and perform basic eligibility checks
• Initiate medication refill processes
• Review health records
• Participate in weekly huddles and training; create/update/present agendas; take and distribute meeting minutes
• Answer and direct multi-line phone systems; take complete, accurate telephone messages
• Enter complete, accurate information into electronic records (CPRS/VISTA) and other clinical information systems
• Transfer triage patients to nurse triage; notify nursing/physician staff for urgent matters
• Acknowledge, respond to, and complete routed view alerts within 48 business hours
• Type routine correspondence, progress reports, memorandums, and statistical reports using Vista, MS Word, and Excel
• Maintain up-to-date status on required TMS training and related scheduling requirements
• Apply knowledge of beneficiary enrollment and means testing
• Provide on-the-job training and feedback to new employees
• Select, complete, and route requests for patient activities and treatment procedures; schedule appointments for other medical services
• Accept feedback (positive/negative) to grow expertise
• Manage daily workload: assign work, ensure staffing coverage, evaluate training records, and determine training needs
• Assist with complex and non-standard access-to-care clinical flow processes across multiple clinics/specialties/community resources
• Provide access to care using phone and other modalities (secure messaging, chat, text messaging, video)
• Resolve daily workplace issues, facilitate problem-solving, and report performance/attendance/behavior concerns to the supervisor

Requirements

• U.S. citizenship
• High school diploma, GED equivalent, or proficiency certificate
• Proficient in written and spoken English
• Subject to background/security investigation
• Complete all application steps, including an online assessment
• Selective Service Registration required for males born after 12/31/1959
• Complete online onboarding and pre-employment requirements (I-9)
• REAL ID compliant driver’s license/state ID required for employment (effective May 7, 2025)
• Participation in the seasonal influenza vaccination program is required
• GS-07 creditable experience: one year equivalent to the next lower grade in MSA-related administrative patient support work
• Demonstrated KSAs: advanced medical terminology and access-to-care clinical flow processes; interdisciplinary communication; advanced patient systems use; organizing/prioritizing/delegating; staff development/training; staffing and workflow priority management with follow-up on pending issues

Benefits

A career with the U.S. government includes a comprehensive benefits package. Eligibility depends on the position type (full-time/part-time/intermittent).