LEAD MEDICAL SUPPORT ASSISTANT

Summary

The Lead Medical Support Assistant position is located at the VAMC in West Haven Connecticut. S/He uses initiative in completing recurring assignments independently and without specific instructions, but refers deviations, problems and unfamiliar situations to the supervisor for assistance. The employee works with the staff in the in/outpatient clinic areas to ensure the activities related to the day to day care of patients is maintained.

Duties

The incumbent serves as a Lead Medical Support Assistant (MSA) within the Enrollment and Eligibility section at VA Connecticut Healthcare System. As Lead, the incumbent coordinates and oversees daily administrative functions related to the enrollment and eligibility determination of Veterans in VA health care. The work may be performed at the main facility, Community-Based Outpatient Clinics (CBOC), or other clinics where eligibility and enrollment processes take place. The Lead MSA assigns and monitors the daily work of MSAs, provides input regarding performance, resolves workflow issues, and ensures efficiency within the Enrollment and Eligibility team as well as proficiency with the Veteran Enrollment System (VES) and VISTA. Duties include but not limited to: The Lead MSA reviews and ensures all necessary documentation is properly integrated into the Computerized Patient Record System (CPRS) using VES, collaborating with the appropriate departments for timely scanning and processing. The incumbent manages high-call volumes, screens or receives calls with courtesy and professionalism, assesses the nature of requests and provides accurate information per privacy rules and clinic protocols The Lead MSA also encourages veteran registration with and utilization of MyHealtheVet (MHV) and helps facilitate patient understanding of the enrollment and eligibility process. Must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes involved in the delivery of the healthcare benefits package. Assists with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report; supports clinics regarding utilization and clinic profile management i.e. set-up of clinic grids, cancel and restore clinics. Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. Schedule appointments and manage the Electronic Waiting List promptly and accurately with patient input, minimizing unnecessary visits. Promotes Veteran registration for and utilization of HealtheVet (MHV). Stocks basic office supplies for the executive suite. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately. As Health Benefits Advisor, the Lead MSA assists veterans in determining eligibility, especially for specialized programs such as Dental. incumbent registers and enrolls new or transferring veterans using VES, performs verification using Hospital Inquiry (HINQ) or Veterans Information Solution (VIS), and ensures eligibility is accurately determined and recorded Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Reviews active and pending consults, wait lists, recalls, and audio care communications daily for accuracy and resolution Assures that all appropriate VA forms are used correctly, and regulations followed. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: 40 Hours a Week, Full-Time,8:00 AM - 4:30 PM,EST. Telework: Per Supervisor Discretion. Virtual: This is not a virtual position. Functional Statement #: F01391 Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Notifications: This position is in the Excepted Service. No EDRP. OPM LPS 2026-New York-Newark, NY-NJ-CT-PA Veterans' Preference does not apply for internal or other current permanent Federal agency employees. This Position is not covered by a Bargaining Unit. Interchange Agreements with Other Merit System: Employees who occupy medical or medical-related positions and were appointed under 38 U.S.C. 4701(1) or (3) [formerly 38 U.S.C. 4104 (1) and (3)] must be serving in a full-time position without time limit and have served continuously for at least one year in the other merit system to be eligible to convert to the Title 5 System. Some exceptions to this rule may apply if you have previously acquired tenure under a Title 5 appointment.

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: Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). *Experience. No experience required. *Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None. 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 Determination: Experience: One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignment: Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignments at this level include, but are not limited to: evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. 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 listed below: 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. Abi