Lead Medical Support Assistant

Veterans Health Administration; Erie (Erie County); On-site; USD 42,000 - 64,000; Full time

Job summary

Veterans Health Administration seeks a Lead Medical Support Assistant to plan clerical operations, assign and evaluate work, and resolve complex issues for Veteran care across multiple clinics. The role includes coordinating advanced MSA assignments, supervising staff, and ensuring efficient access to care.

The position requires at least six months of clerical experience or one year of education beyond high school, with strong English proficiency and knowledge of medical terminology.

Qualifications

• Advanced knowledge of medical terminology and clinical flow processes.
• Ability to use patient systems across clinics and settings.
• Strong organizational and prioritization skills.

Responsibilities

• Coordinate MSA assignments and daily workflow across a unit.
• Schedule appointments accurately and ensure staffing coverage.
• Provide guidance on policies, train staff, and resolve conflicts.
• Liaise between MSAs, patients, and interdisciplinary staff.

Skills

Medical terminology

Staff leadership

Workflow management

Scheduling

Interdisciplinary coordination

Staff training

Education

One year above high school

Job description

The Lead Medical Support Assistant (MSA) is responsible for planning and directing clerical operations for the MSA staff, assigning, and evaluating work, resolving complex problems to ensure patient services are met; identifying educational/training needs, evaluates tools such as equipment and systems that will enhance the ability of the Community Care department to assist Veterans.

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.
• 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, (2) 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.
• 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.
• 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).
• 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

In addition to the basic requirements for employment listed above, the following criteria must be met when determining the grade of candidates: Lead Medical Support Assistant, GS-7 Experience: One year of experience equivalent to the GS-6 grade level.

Assignment

The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.

Assignments at this level include, but are not limited to:

• ensuring accurate and timely scheduling of appointments
• providing guidance to staff members, to include changes in policies and procedures
• creating and maintaining employee work schedules
• acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

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 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 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.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-7.