LEAD MEDICAL SUPPORT ASSISTANT

Summary

The current vacancy is located in the Health Administration Department at the Tomah VA and is responsible for the coordination of Advanced MSA assignments and workflow found in the interdisciplinary unit.

Duties

• This position serves as a Lead Medical Support Assistant (MSA) and performs clerical and administrative support in the coordination, care and treatment provided to patients throughout the Health Administration Department and associated clinics. This position is responsible for ensuring accurate and timely scheduling of VA Health Administration appointments, providing guidance and leadership to the Advanced MSAs, conducting ongoing reviews to ensure quality of work, development of training, collecting data, running reports, organizing work and setting priorities to ensure completion of duties is accomplished in a timely manner. Duties Include: -Assists supervisor with monitoring work assignments, coordinating coverage at all workstations, resolving daily workplace issues, and maintaining efficient workflow. -Coordinates department flow, workload capture, and other administrative support functions associate with the day to day department operation. -Assists the supervisor in monitoring and ensuring the integrity of various databases, to include, consult management, other reports. -Ensures front line scheduling staff understand and appropriately utilize the administrative support packages. -Schedules patient appointments, including interpreting and verifying provider order in accordance with VHA national scheduling guidelines. -Provides information and guidance to agency employees as requested. -Preforming related duties as assigned. Work Schedules: Monday through Friday, 8:00AM to 4:30PM Telework: Not eligible for Telework Virtual: This is not a virtual position. Functional Statement #: 00819F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Qualifications

The following are the basic requirements and amounts of experience and/or education required to qualify for this position. Creditable experience is defined as, experience that demonstrates the knowledge, skills, and abilities (KSA's) associated with current Medical Support Assistant responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a Medical Support Assistant. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency Experience: No experience required. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. In addition to meeting the basic requirements stated above, the following qualifications criteria must be met in order to qualify at the GS-7 grade level for this Lead MSA position. Specialized Experience: One (1) year of experience that is directly related to the duties of a Medical Support Assistant and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. This experience must be equivalent to the next lower grade level (GS-6) and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to: expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; set priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies, and regulations; communicates tactfully and effectively by phone, in person and in writing; advanced knowledge of technical health care process including scheduling patient appointments across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals as it relates to access to care; advanced knowledge of policies and procedures associated with interdisciplinary coordination care delivery and/or care in the community operational activities that affect patient flow, and patient support care to include appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.; and advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians In addition, candidates, must demonstrate the following Knowledge, Skills, and Abilities: 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, ad 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/. The full performance level of this vacancy is GS7. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. Work Environment: The work environment involves everyday risks or discomforts, which require normal safety precautions. The work requires safe work practices with office equipment, avoidance of trips and falls and observance of fire regulations. The work area is adequately lighted, heated and ventilated. The employee works in a close proximity to patients, and is therefore, exposed to communicable diseases. Some exposure to verbal abuse may be experienced in certain position.

Requirements

You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. 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 identification 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). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Education

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

How to apply

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 09/21/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/13060755. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.