Lead Medical Support Assistant

U.S. Department of Veterans Affairs; Houston (TX); On-site; USD 49,000 - 75,000; Full time

Job summary

Join a leading healthcare provider as a Lead Medical Support Assistant in Houston, responsible for overseeing staff and ensuring patient care coordination. This role plays a crucial part in managing clinic operations, from scheduling to administrative support, in a busy medical center. Qualified candidates will possess strong leadership skills and relevant experience in healthcare settings.

Benefits

37-50 days of paid time off per year

Traditional federal pension

Federal health, vision, and dental insurance

Parental leave after 12 months

Child care subsidy for eligible employees

Qualifications

• Six months of experience in clerical, office, or customer service.
• Proficient in spoken and written English.
• Ability to manage workflow and prioritize tasks.

Responsibilities

• Lead the Advanced Medical Support Assistants and Medical Support Assistants.
• Handles scheduling and patient communication in outpatient clinics.
• Coordinates administrative functions associated with patient care.

Skills

Customer service

Leadership

Clerical skills

Medical terminology

Education

High school diploma or equivalent

One year above high school

Job description

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U.S. Department of Veterans Affairs provided pay range

This range is provided by U.S. Department of Veterans Affairs. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$49,960.00/yr - $74,906.00/yr

Summary

This Lead Medical Support Assistant (LMSA) position is in the Health Administration Service of the Michael E. DeBakey VA Medical Center located in Houston, TX.

Position(s) are physically located at the Michael E. DeBakey VA Medical Center Primary Care or Emergency Departments in Houston, TX, and the Beaumont Outpatient Clinic in Beaumont, TX.

• See IMPORTANT NOTES in the Additional Information section for THREE (3) clarification items to include all locations currently hiring.**
  
  

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Duties

Total Rewards of a Allied Health Professional

The Lead Medical Support Assistant is responsible for leadership of the Advanced Medical Support Assistants (AMSA) and Medical Support Assistants (MSA) and works collaboratively in an interdisciplinary coordinated care delivery model and performs clerical duties, customer service and other duties as assigned for the proper and timely treatment of patients. Duties may include but are not limited to:

• Evaluates personnel and work areas to establish adequate coverage
• Acts as contact person between the Health Administration Service, Supervisory Medical Support Assistant and VA staff
• Keeps supervisor advised regarding performance of MSAs
• Responsible for coordination of administrative functions associated with the care and treatment of patients in the outpatient clinics
• Interprets and verifies provider orders in accordance with VHA National Scheduling Directive guidelines
• Monitors and typically schedules, cancels, and reschedules patients' appointments and/or consults
• Enters no-show information
• Monitors the electronic wait list
• Prepares for clinic visits
• Monitors appointments for areas of responsibility
• Ensures that encounter forms are completed in order to obtain appropriate workload credit
• Verifies and updates demographics and insurance information
• Processes all emergency and non-emergency transfers to other VA facilities or to private hospitals
• Refers any questions concerning eligibility or beneficiary travel to the appropriate sections
• Supports the administrative operations of the Healthcare System
  
  

Work Schedule: Various schedules available such as: Mon - Fri 8:00am - 4:30pm, Mon - Fri 8:00am - 4:30pm, rotating Saturdays, and Mon - Fri 3:30pm - Midnight, rotating weekends. Schedule will be discussed during the interview. Schedule subject to change based on the needs of the service.

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 #: 580-00024-F

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Requirements

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.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• May be required to complete pre-employment physical.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
  
  

Qualifications

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 Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Certification. None required.
• 
  
  Physical Requirements: See VA Directive and Handbook 5019.
• English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.
  

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. To qualify for the GS-07 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit.

Lead Medical Support Assistant, GS-07 OR (b) 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; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

• Experience. One year of experience equivalent to the GS-06 grade level which includes:
• Collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community
• Providing staff development and training, delegating responsibilities/assigning workload to other staff members, following up on issues, and reviewing and monitoring data to ensure reports are complete and accurate.
• Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL the following KSAs in your resume:
• 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.
  
  

Preferred Experience:

• Experience with leadership in guiding teams towards goals.
• Advanced MSA experience with knowledge of frontline staff management.
• Experience with project planning and execution skills with recommendations and guidelines.
• Proficiency in information gathering and problem-solving.
• Experience with independently managing work assignments.
• Experience in directing and implementing procedures for quality improvement.
• Demonstrated skills in problem resolution in prior roles.
• Prior experience in eligibility, inpatient and emergency room operations.
  
  

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-07.



Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.

Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

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.

Additional information

IMPORTANT NOTES:

• Position(s) are physically located at the Michael E. DeBakey VA Medical Center in Houston, Texas, and Beaumont VA Outpatient Clinic in Beaumont, Texas.
• Select ALL locations you are willing to consider as this announcement will be used to fill vacancies at all listed locations as they become available. Once selected for a specific location as indicated in your application, changes in assigned location after selection will NOT be considered.
• SALARY CLARIFICATION: Beaumont is on the Rest of US pay scale, starting at $49,960/year. All other locations are on the Houston pay scale, starting at $57,617/year.
  
  

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

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.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

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• Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Health Care Provider

• Industries

  Hospitals and Health Care

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