Lead Medical Support Assistant

Quick Facts

• Role: Lead Medical Support Assistant (VA inpatient clinic; lead administrative patient support)

• Schedule: 10:00am–6:30pm, Monday–Friday

Description

Lead a team of Medical Support Assistants at a VA inpatient clinic by assessing workload, supporting staff, and ensuring timely completion of assigned work. Use advanced knowledge of VA regulations, veteran benefits, and patient access-to-care workflows to provide accurate information to veterans, representatives, and staff, and to resolve customer concerns. Coordinate appointment availability/utilization, support interdisciplinary care operations, train employees, and adjust day-to-day priorities as needed.

Responsibilities

• Assess workload at any given time and assist/redistribute tasks as needed

• Apply advanced knowledge of CFR, VHA directives, and VA laws related to medical benefits and travel benefits

• Use Privacy Act and FOIA knowledge to support proper handling of inquiries

• Locate, extract, and present information clearly to enable decisions

• Provide accurate information on veteran benefits (applications/admissions, inpatient/outpatient status, nursing home care, beneficiary travel)

• Determine eligibility for inpatient/outpatient care and related benefits (including death benefits and non-VA treatment)

• Review documentation for accuracy; coordinate corrective actions and monitor outcomes

• Recognize staffing/shortage-driven workload problems and recommend corrective measures

• Maintain productivity and make prompt judgments in stressful, high-workload conditions

• Assess subordinate strengths/weaknesses to support an effective, patient-oriented workflow

• Ensure staff are trained on VistA changes/enhancements; ensure daily tool proficiency

• Ensure each employee has sufficient work and keep the workload moving to established priorities

• Provide on-the-job training, instruct staff on procedural changes, and maintain a current knowledge base

• Check work in progress and review completed work for newly trained employees

• Refer non-standard issues to the supervisor

• Communicate professionally with veterans, representatives, visitors, and VA staff; handle conflicts constructively

Requirements

• U.S. citizenship

• Selective Service registration (for males born after 12/31/1959)

• Proficiency in written and spoken English

• Subject to background/security investigation

• Complete online onboarding and pre-employment requirements; follow VA identification requirements

• Participate in the seasonal influenza vaccination program

• Meet education/experience basic requirements: 6 months of qualifying experience OR high school diploma OR an experience/education combination

• For GS-7: 1 year experience equivalent to GS-6 leading/supervising MSAs or equivalent administrative patient support staff

Benefits

A comprehensive federal benefits package is available for employees and their families, depending on eligibility based on position type.