Lead Medical Support Assistant

Baltimore, Maryland
Feb 28, 2021
Mar 08, 2021
Full Time


The Lead Medical Support Assistant (MSA) is assigned to the Medical Care Clinic Center (MCCC) at the VA Maryland Health Care System (VAMHCS), located at the Baltimore Veteran Affairs. At this Grade level must be able to work independently and is considered the chief source of patient information and lays an important role in accomplishing the administrative work within the outpatient clinics.
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Duties of the Lead Medical Support Assistant (MSA) include are not limited to:
  • Scheduling appointments in accordance with VHA Directive, monitors pre-appointments requirements to ensure readiness for the patient visit; perform administrative follow-up actions.
  • Ensures clinic assigned staff are appropriately utilizing recall list (Delinquent), return to clinic orders, insurance capture buffer reports, and view electronic health record alerts for accurate disposition daily.
  • Extracts medical information from electronic records when requested by Providers while maintaining HIPPA standards.
  • Verifies and updates patient demographics to include capturing insurance data.
  • Ensures patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations through AudioCare, Ve Text, etc.).
  • Monitors and makes daily work assignments and maintains efficient workflow in the clinics.
  • Ensures AMSAs are well informed of management goals and directives, ensures employees are informed of new procedures, instructions and techniques required to function in performing duties in assigned area.
  • Completes daily rounds to ensure adequate administrative support coverage in all areas distributing and balancing workload in clinic areas.
  • Ensures accurate daily posting of employee's time.
  • Other duties as assigned.
Work Schedule: Monday thru Friday 8:00am to 4:30 pm
Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status

Promotion Potential


Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to a background/security investigation
  • Must be proficient in written and spoken English
  • Selected applicants will be required to complete an online onboarding process


Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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: Must be proficient in spoken and written English in accordance to VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.
  • Experience and Education: 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
  • Education: One year above high school; OR
  • Experience Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
Certification: None required.

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).

Preferred Experience:

Grade Determinations: GS-7 Lead Medical Support Assistant.
  • Experience: One year of experience equivalent to the GS-6 grade level. Examples of specialized experience include; providing expert administrative patient support, using numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; coordinating with patient care team to review clinic appointment availability to ensure the clinic schedules are closely monitored; communicating with non-VA medical facilities; preparing correspondence to notify patients of normal lab results; managing system for follow-up care such as consults test; etc....
  • Demonstrate Knowledge, Skill, and Abilities (KSAs). Candidate must demonstrates all of the KSAs below- Please make sure to address each KSAs in your resume.
  • Advanced knowledge in medical terminology and a wide range of clinical flow process 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 effects [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, 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 Part II, Appendix G45, Medical Support Assistant Qualification.
    The full performance level of this vacancy is GS-7.
    Physical Requirements: The work of the position is primarily sedentary and requires no special physical demands. It may involve some walking, standing, bending, or carrying of light items. Concentration and sustained performance under prolonged stress is required because of the time factors involved with completion of work. Work involves extended periods of keyboarding.


    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

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

    It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

    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.

    Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

    If you are unable to apply online view the following link for information regarding an Alternate Application .

    How You Will Be Evaluated

    You will be evaluated for this job based on how well you meet the qualifications above.

    IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

    Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

    Background checks and security clearance

    Security clearance

    Drug test required

    Position sensitivity and risk
    Non-sensitive (NS)/Low Risk

    Trust determination process

    Required Documents

    To apply for this position, you must provide a complete Application Package which includes:

    • VA 10-2850c
    • Resume
    • SF-50/ Notification of Personnel Action

    VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search . Required.

    The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

    • VA 10-2850c
    • Resume
    • SF-50/ Notification of Personnel Action

    Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx .

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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