LEAD MEDICAL SUPPORT ASSISTANT

US-Department-of-Veterans-Affair; Palo Alto (CA); On-site; USD 56,000 - 76,000; Full time

Job summary

The U.S. Department of Veterans Affairs in Palo Alto seeks a Lead Medical Support Assistant (GS-7) to coordinate AMSA assignments and oversee workflow across an interdisciplinary team. The role includes workload assessments, training needs analysis, and staff guidance to ensure smooth patient access.

You will serve as a liaison among MSAs, clinicians, and patients, manage schedules, delegate tasks, and monitor performance to meet deadlines while maintaining quality patient care.

Qualifications

• High school diploma or GED or equivalent certification.
• United States Citizenship required.
• Proficiency in English, both spoken and written.
• No licensure needed for this role.

Responsibilities

• Coordinate AMSA assignments and manage interdisciplinary workflow.
• Conduct daily workload assessments and training needs analysis.
• Lead staff development and supervise MSAs to ensure coverage.
• Schedule appointments, delegate duties, and liaise with clinicians and patients.

Skills

Medical terminology

Clinical workflow

Interdisciplinary coordination

Staff development

Staff scheduling

Task delegation

Education

High school diploma / GED

Job description

The Lead Medical Support Assistant (MSA) is responsible for the coordination of Advanced Medical Support Assistant (AMSA) assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments and determining training needs of MSAs to provide support across interdisciplinary settings. The position is under Patient Administrative Support Service and is expected to work with all members of the health care team.

Basic Requirements

To qualify for appointment to this position, all applicants must possess the following:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA policy and 38 U.S.C. § 7407(a).
• Experience: None.
• 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.
• Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service, for requirements.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Grandfathering Provision: May qualify based on being covered by the grandfathering provision described in the VA qualification standard for this occupation. This provision applies to VHA employees in this occupation under a permanent, appropriate, and legal placement on May 7, 2026, subject to the criteria and limitations in Section 4.e of the standard.

Grade Determinations

In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at the grade level specified.

Lead Medical Support Assistant, GS-07

Experience: One year of creditable experience equivalent to the next lower grade level, GS-06.

Knowledge, Skills, and Abilities (KSAs)

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.
2. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
3. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
4. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
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.

Assignment

For all Lead assignments, the Lead MSA must spend at least 25% or more of their time performing lead duties. 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.

Reference

VA Medical Support Assistant Qualification Standard, GS-0679, effective May 7, 2026, Sections 4 and 6.f. For more information, visit https://department.va.gov/employees/va-qualifications-standards/

This vacancy is being filled at GS-07 only and has no further promotion potential.

Physical Requirements

• The work is performed in an outpatient treatment setting, typically in a front desk environment and/or call center setting. The environment involves everyday risks or discomforts that require normal safety precautions typical of this environment.
• Although the work is typically sedentary, some standing, stooping, reaching, and lifting of up to twenty (20) pounds is required. The duties and responsibilities of the position require some mobility between various clinic areas located in separate buildings.
• The employee is required to work with computer equipment at least 75% of the time, which impacts hand and wrist motions. Although the employee works in a health care facility where exposure to contagious diseases exists, the tasks required for this position do not put the employee at serious risk for this type of exposure.
• The work area is adequately lit, heated, and ventilated. The incumbent must remain composed when assisting Veterans, their families, and staff who may be upset, in distress, or hostile in manner.