Richmond, Virginia
Dec 06, 2022
Dec 08, 2022
Full Time

  • Assist staff with a variety of clerical duties in one or more outpatient clinics that provide a variety of medical services.
  • Serve as the Lead MSA for all MSA staff within their assigned departments.
  • Provide lead medical administrative support of the HAS program areas and is an integral member of the administrative team to effectively carry out day-to-day administrative operations of the assigned work areas.
  • Provide lead medical administrative support of the HAS program areas and is an integral member of the administrative team to effectively carry out day-to-day administrative operations of the assigned work areas.
  • Responsible for assuring accurate appointment management, auditing, corrective actions and the coordination of all administrative information between the professional staff and the patient.
  • Manage position responsibilities independently with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
  • Train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.
  • Provides administrative coordination of patient care, appointments, and logistical factors associated with direct patient care related to the coordination of care with other VA and Non-VA facilities.
  • Assists with the development, administration and evaluation of training MSAs throughout the Medical Center and associated CBOC's which includes: programs related to eligibility/enrollment criteria and procedures, access to care, Beneficiary Travel, Scheduling, Ward administration, admissions, special programs, medical records scanning and release of information (ROI), insurance collection, decedent affairs, as well as training on new directives and process that interrelate within HAS's sections and/or other services.
  • Performs staff support work in short and long-range planning efforts. and complies with directives and national guidelines in preparing weekly, monthly, quarterly, and annual reports.
  • Ensures timely accomplishment of assigned tasks and ensures that each employee has enough work to keep busy.
  • During periods of absence of personnel due to scheduled or unscheduled leave, vacancies or peak workload, the incumbent will be responsible for on-site assistance and for distributing the workload to other team members to ensure smooth workflow.
  • Other duties as assigned.
Work Schedule: Monday-Friday 7:30 AM -4:00pm, 8:00am-4:30pm. Hours may vary per operational needs to include nights, weekends, and/or holidays
Telework: To be discussed during the interview process
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required


Conditions of Employment

  • You must be a U.S. Citizen to apply for this job.
  • Selective Service Registration is required for males born after 12/31/1959.
  • Must be proficient in written and spoken English.
  • You may be required to serve a probationary period.
  • Subject to background/security investigation.
  • Selected applicants will be required to complete an online onboarding process.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
  • Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.


Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).

English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Experience and Education:
(1) Experience. Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR,
(2) Education. One year above high school; OR,
(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Grade Determinations: Lead Medical Support Assistant, GS-7

Experience: One year of experience equivalent to the GS-6 grade level.

Assignment. The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.


Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. 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.
ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
v. Ability to provide staff development and training.
vi. Ability to manage staffing requirements, manage workflow priorities, and 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.

References: VA HANDBOOK 5005/117 August 1, 2019 PART II APPENDIX G45

The full performance level of this vacancy is GS-7

Physical Requirements: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting. The position may require some bending and carrying of items. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment.


IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html .

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .