Lead Medical Support Assistant (Primary Care Mental Health Integration)

Hampton, Virginia
Oct 13, 2021
Oct 15, 2021
Full Time


This position is assigned to the Mental Health and Behavioral Sciences (MHBS) service line at the Hampton VA Medical Center.

Learn more about this agency


This position is aligned with the Primary Care Mental Health Integration (PCMHI) Program. Primary Care-Mental Health Integration (PCMHI) is a model that integrates mental health services into primary care, the entry point to care for many Veterans. PCMHI is a critical component for early identification of and treatment of mental health concerns for suicide prevention. Properly implemented, PCMHI provides: enhanced identification of depression, psychiatric disorders, and substance misuse in primary care; reduced wait times and same-day access to mental health services; and increased rates of mental health treatment engagement and improved clinical outcomes for Veterans. Schedule, cancel, and re-schedule patient's appointments, schedule consults, enter no-show information, track, and monitor completion of encounter forms, update demographics and insurance information, and consult management.

Duties include but are not limited to:
  • Schedules, cancels, and re-schedules patient's appointments; schedules consults and, enters no-show information; tracks and monitors completion of encounter forms; updates demographics and insurance information; and consult management.
  • Assures coverage of all areas of responsibility, conducts ongoing reviews to ensure quality of work, ensures accurate and timely scheduling of appointments, provides guidance to staff members to include changes in policies and procedures, distributes and balances workload, creates and maintains employee work schedules, orients and provides on the job training for new and current employees, ensures all training requirements are met, organizes the work structure of assigned areas, and acts as liaison between MSAs and staff in order to resolve day to day conflicts.
  • Responsible for collecting, compiling and/or tracking statistical information in support of program operations and the service line.
  • Utilizes knowledge of the program and expert computer skills to provide data/reports related to the administrative, clinical, and technical aspects of program initiatives.
  • Serves as a point of contact for patients, medical center staff and various others who may contact the program office. The incumbent must be able to professionally manage the initial telephone encounters from the medical center and external sources.
  • Manages the patient flow through the program initiative, with a goal of meeting patient care needs. Responsibility includes coordination of services for all potential program referrals and keeping program staff apprised of patient census and any changes/problems that might be encountered.
  • Manages clinic stop/encounter/report paperwork, as well as assist with maintaining policies/procedures/operation manuals to meet Joint Commission Accreditation and other Veterans Health Administration (VHA) Quality Assurance (QA) standards. A higher level of duties will consist of setting up a clinic which will require the clinic build key (SDB), data entry, and data analysis.
  • Provides general clerical public contact support services such as answer the telephone, refer visitors, or provide information about the office, its functions, and standard operating procedures, as well as similar information.
  • Acts as consultant to program team members regarding all administrative matters.
  • Participates in performance improvement activities related to the program quality improvement process and offers performance improvement advice to program staff.
  • Serves as the point of contact for operation of the program equipment to assist in troubleshooting problems for patients, answering questions for patients, staff, and customers, and supporting the program staff.
  • Prepares correspondence and reports as needed.
Work Schedule: 8:00am-4:30pm (Monday thru Friday)
Telework: AdHoc at discretion of Management.
Virtual: This is not a virtual position.
Position Title/Functional Statement #:Lead Medical Support Assistant (Primary Care Mental Health Integration)/PD000000
Relocation/Recruitment Incentives: Not Authorized.
Permanent Change of Station (PCS): Not Authorized.
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
  • 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
  • Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP)


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.
  • 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 - Equivalent combination of experience and education.
  • 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 3j.
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).

Grade Determinations: For Lead Medical Support Assistant, GS-7: One year of experience at or equivalent to the next lower grade level GS-6. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs:
  • 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, 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: For additional information, please refer to VA Handbook 5005, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. This can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-7.

Physical Requirements: The physical demands of the work are generally minor. The work is primarily sedentary in nature and usually occurs within climate controlled clinical and administrative settings. Use of fingers may be required to operate computers. There may be occasional light lifting/carrying (15 pounds or less) requirements to relocate boxed materials from one area to another, equipment and room set-up, and ambulation related to physical inspections of the facilities.


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 or need to fax a document you do not have in electronic form, 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
Not Required

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:

  • Resume

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.

  • Cover Letter
  • Other (1)
  • Performance Appraisal
  • Resume
  • SF-50/ Notification of Personnel Action
  • Transcript

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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