Lead Medical Support Assistant

Full Job Description

The Lead Medical Support Assistant serves in the VA Outpatient Scheduling Services Department at the NWI Healthcare System, Omaha, Nebraska.

The Lead MSA provides administrative aspect of patient care including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic/insurance data, patient processing and customer service.

The incumbent may be required to work staggered shifts and/or weekend clinics in support of initiatives.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11:59 PM (ET) on 02/12/2026.

Medical Support Assistant Basic Requirements: 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.).

Experience and Education: 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 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. Grandfathering Provision.

All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.

Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Foreign Education. To be creditable, education completed outside the U.S.

must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S.

programs. Physical Requirements. See VA Directive and Handbook 5019. 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.

Grade Determinations: Knowledge of MSA Practices: To be creditable, the experience must have demonstrated the knowledge, skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting.

Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.

Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level.

For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek.

For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

In addition to meeting the Basic Requirements, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.

Experience. One year of experience equivalent to the GS-6 grade level. 1. Ability to collaborate with and communicate with a wide range of medical clinicians across multiple disciplines (e.g.

medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.

2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. 3.

Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers.

This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 4.

Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.

5.

Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care [administrative functions] to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.

6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. AND Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all the KSAs below: 1.

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. 2.

Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 3.

Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4.

Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 5. Ability to provide staff development and training. 6.

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: FORMER VA HANDBOOK REFERENCE: Part II Appendix G45; EFFECTIVE DATE: 8/1/2019; Medical Support Assistant QUALIFICATION STANDARD; GS-7 The full performance level of this vacancy is GS-7 Physical Requirements: The position requires no special physical demands, but will require some physical effort such as standing, walking, bending, and sitting.

You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Major Duties:

VA Careers - Lead Medical Support Assistant: https://www.youtube-nocookie.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional The incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met.

These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives as well as VHA public image.

The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues.

The incumbent's work also impacts processes, action plans, monitoring and reporting.

A large part of the duties of a Clinical Support Section employee is acting as clinical and scheduling clinic support, requiring excellent customer service skills.

The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations.

The work is mostly sedentary and is performed in various outpatient clinics or office settings responsible for treating patients with a wide variety of medical problems.

The performance of daily rounds to assigned clinic areas is required.

The incumbent also will assist with clinic coverage as staffing levels change for various reasons on a highly independent scale under the direction of their supervisor.

Major duties include (but not limited to): Works collaboratively in an interdisciplinary care delivery model and performs scheduling duties, customer service.

Reviews multiple workload reports and other duties assigned for the proper and timely treatment of patients. Maintains and builds appointment schedules/grids for the organization as assigned.

Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs within NWI.

Must also be able to build, change tour/clinic set up and cancel clinics as needed in a timely fashion while following the scheduling directive and protocols.

Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.

Manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow of the work to meet team and patient needs.

Participates and leads in required meetings/huddles where patient care planning and management occur.

Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care.

Generates patient workload reports for validation. Resolve difficult problems and diffuses potential dissatisfaction with VA services.

Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Other duties as assigned.

Work Schedule: 40 hours per week, 7:00 am to 4:30 pm Recruitment Incentive (Sign-on Bonus): Not Authorized. Permanent Change of Station (Relocation Assistance): Not Authorized.

Pay: Competitive salary and regular salary increases.

When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

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) Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.

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. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized Student Loan Repayment Program (SLRP): Authorized.

Repayment is limited to $40,000 annually, up to $100,000 in lifetime awards.

Participants must sign a three-year service agreement and maintain an acceptable level of performance to remain eligible for this program. Contact VHAV23SLRP@va.gov for more information.