Lead Medical Support Assistant

U.S. Department of Veterans Affairs

Phoenix (AZ)

On-site

USD 53,000 - 69,000

Full time

2 days ago

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Job summary

The Lead Medical Support Assistant will work in the Call Center within Health Administration Service at the Phoenix VA Clinic. The incumbent monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.

This position is located at: Phoenix VA Clinic, 400 North 32nd Street, Phoenix, AZ 85008. The role supports a streamlined 30-Day Hiring Model, expedited candidate review, interviews, pre-employment steps, and onboarding.

Qualifications

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.
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.

Responsibilities

Monitoring and making work assignments, providing input on performance, resolving daily workplace issues and maintaining efficient workflow.
Conducting ongoing reviews to ensure quality of work.
Ensuring accurate and timely scheduling of appointments.
Providing guidance to staff to include changes in policies and procedures.

Job description

Department: Department of Veterans Affairs

The Lead Medical Support Assistant will work in the Call Center within Health Administration Service at the Phoenix 32nd Street VA Clinic. The incumbent monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. This position is located at: Phoenix 32nd Street VA Clinic, 400 North 32nd Street, Phoenix, AZ 85008.

Key Responsibilities

30 Day Hiring Model The Department of Veterans Affairs is implementing a streamlined 30-Day Hiring Model designed to accelerate hiring while maintaining the highest standards of merit-based selection. This improved process reduces traditional hiring timelines by integrating early coordination, faster assessments, and efficient pre-employment actions. Applicants can expect a more transparent, predictable, and efficient hiring journey from announcement to entry on duty.

What Applicants Can Expect Expedited Candidate Review Once the announcement closes, Human Resources will quickly review applications, issue certificates of eligible candidates the day after the announcement closes and refer applicants for hiring manager consideration. Quick Interviews & References HR may arrange interviews and will request references within 3-5 days after being referred to the hiring manager.

Streamlined Pre-Employment Requirements: Following a tentative offer, applicants should be prepared to complete required steps, such as fingerprinting and background check, credentialing, and medical examination within 3 days of the offer. Clear and Timely Communication: Applicants will receive clear communication at key milestones, including referral, tentative offer, and onboarding instructions.

After meeting pre-employment requirements, candidates will receive a final job offer and start date. Onboarding tasks may continue after starting, with HR ensuring timely completion for a smooth transition into VA service. If selected, applicants should be prepared to come onboard within 30 days of the announcement closing.

Duties include, but are not limited to: Monitoring and making work assignments, providing input on performance, resolving daily workplace issues and maintaining efficient workflow. Conducting ongoing reviews to ensure quality of work. Ensuring accurate and timely scheduling of appointments. Providing guidance to staff members to include changes in policies and procedures. Distributing and balancing workload amongst staff. Creating and maintaining employee work schedules.

Orienting and providing on-the-job and coordinating training for new and current employees. Acting as liaison between MSA and staff in order to resolve day to day conflicts. Planning and organizing work with general assistance from the supervisor to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers non-routine and highly technical problems to his/her supervisor.

Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Routinely communicating with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.

Working independently making decisions based on guidelines, precedents and regulations and performing duties in such a manner that only minimal supervision is required. Work Schedule: Monday - Friday, Tour hours will be discussed during hiring process. Recruitment/Relocation Incentives (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 #: 000000 Permanent Change of Station (PCS): Not Authorized

Requirements & 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/.

Which agency is hiring for this position?

This position is with Veterans Health Administration, Department of Veterans Affairs.

What is the salary for this position?

The posted pay range is $52783 - $68620/yr.

What security clearance is required?

This position requires a Other security clearance.

What is the application deadline?

Applications close on 2026-11-20.

Who is eligible to apply?

This position is open under the 'Fed Internal Search' hiring path.