Lead Medical Support Assistant

Summary

PLEASE READ THE COMPLETE ANNOUNCEMENT TO ENSURE YOU UNDERSTAND THE QUALIFICATION REQUIREMENTS AND SUBMIT A COMPLETE APPLICATION PACKET. The Miami VA Health Administration Service's Call Center is seeking an experienced and dynamic Lead MSA. Ideal applicants are those who want to contribute to the achievement of quality care standards, as well as the growth and development of a VA academic hospital program.

Duties

• Other duties and responsibilities include, but are not limited to: Monitoring and making work assignments, providing input on performance, resolving daily workplace issues and maintaining efficient workflow Assuring coverage of all areas of responsibility Conducting ongoing reviews to ensure quality of work Ensuring accurate and timely scheduling of appointments Providing guidance to staff members to include changes in policies and procedures Distributing and balancing workload Creating and maintaining employee work schedules Orienting and providing on-the-job training for new and current employees Organizing the work structure of his/her assigned areas Working collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty, C&P) and performing all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Work Schedule: Monday - Friday; 8:00 a.m. - 4:30 p.m. (Note: Work schedules are determined and approved by the supervisor. The incumbent may be required to work various shifts on a permanent or temporary basis based on facility/patient care needs). Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Permanent Change of Station (PCS): Not Authorized

Qualifications

To qualify for this position, you must meet the basic requirements as well as any additional requirements (if applicable) listed in the job announcement. Basic Requirements: United States Citizenship: Must be a US Citizen. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). The full performance level of this vacancy is GS-06. Grade Determinations: Lead Medical Support Assistant, GS-06; In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. Experience. One year of creditable experience equivalent to the Advanced Medical Support Assistant GS-06 grade level. In addition to meeting the experience above, the candidate must demonstrate the following KSAs: Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines Ability to provide staff development and training Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work Ability to review and monitor data to ensure all reports are complete and accurate. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: Must pass a pre-employment physical examination/evaluation as required by VA Handbook 5019. This examination/evaluation is administered by VA Occupational Health.

Requirements

Complete all application requirements detailed in the "Required Documents" section of this announcement. 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. Must pass pre-employment physical evaluation/examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). As a condition of employment for accepting this position, you will be required to serve a one or two-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 09/22/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/13052295. 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.