Lead Medical Support Assistant

Summary

Coordinates and monitors administrative support activities, assigns and balances workload, tracks performance and workflow, resolves daily operational issues, and ensures timely, accurate scheduling and customer service. Provides staff guidance, training, orientation, and policy updates; maintains tracking systems, supports age-appropriate patient services, protects sensitive information, and promotes compliance with safety, privacy, and organizational requirements.

Duties

Include, but are not limited to: Monitors daily administrative operations and ensures efficient workflow across assigned areas. Assigns and balances staff workload to maintain adequate coverage and meet operational needs. Ensures accurate and timely scheduling of patient appointments. Conducts ongoing reviews of work quality, timeliness, and compliance with established procedures. Develops and monitors tracking systems for registration, insurance, means testing, consults, follow-up care, and related activities. Resolves routine workplace issues, customer concerns, and day-to-day operational conflicts. Provides guidance to staff on policies, procedures, workflow changes, and administrative requirements. Trains and orients new and current employees, including on-the-job training and required competencies. Creates and maintains employee work schedules and organizes the structure of assigned work areas. Serves as a liaison between administrative staff and other personnel to support communication, coordination, and problem resolution. Work Schedule: Monday-Friday, 7:00am to 3:30pm or 7:30am to 4:00pm Telework: Available Virtual: This is not a virtual position. Functional Statement #: 56530-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Qualifications

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. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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). Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply: 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. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. Grade Determinations: Experience. One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate 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. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 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. 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. Preferred Experience: Radiology scheduling experience Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. This vacancy is a GS-07 in the GS-0679, Medical Support Assistant series and is above the full performance level. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

Education

Important: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: If your school has changed names, or is no longer in existence, you must provide this information in your application. 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/.