Lead Medical Support Assistant

U.S. Department of Veterans Affairs; Saint Cloud (MN); On-site; USD 48,000 - 64,000; Full time

Job summary

U.S. Department of Veterans Affairs is seeking a Lead Medical Support Assistant at the St. Cloud VA Health Care System.

The role provides advanced administrative support to clinical staff and Veterans, overseeing daily clerical functions for scheduling across Surgical & Specialty Care areas. The Lead MSA will supervise staff, assign work, ensure deadlines, and train new personnel while maintaining HIPAA compliance and efficient workflow.

Qualifications

• Citizenship and English proficiency required.
• Lead MSA duties include scheduling, staff supervision, and policy guidance.
• Experience in healthcare or VA systems preferred.
• Follows HIPAA and safety protocols; ensures accurate records.

Responsibilities

• Manage appointment scheduling, cancellations, rescheduling and no-show documentation.
• Act as liaison among Veterans, clinical staff and external agencies.
• Handle front desk duties and respond to inquiries via multiple systems.
• Maintain and secure medical records and verify demographic data.
• Coordinate pre-appointment requirements and monitor clinic schedules.
• Train new staff and assess workload; improve processes.
• Coordinate transfers and ensure timely documentation.
• Prepare reports, agendas and minutes for team meetings.

Skills

Communication

Organization

Staff development

Staffing management

Follow-up

Data review

Education

High school diploma / GED

Tools

VISTA CPRS

Job description

Summary

This position is located within the Surgical & Specialty Care ICC at the St. Cloud VA Health Care System. This position will provide advanced administrative support to clinical staff members and Veterans - in addition to overseeing the daily clerical functions of the scheduling of all Surgical & Specialty Care areas.

Summary

This position is located within the Surgical & Specialty Care ICC at the St. Cloud VA Health Care System. This position will provide advanced administrative support to clinical staff members and Veterans - in addition to overseeing the daily clerical functions of the scheduling of all Surgical & Specialty Care areas.

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)
• 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 English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.
• 7403(f)
• 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 REQUIREMENTS: Lead Medical Support Assistant GS-6 Experience: One year of creditable experience equivalent to the next lower grade
• 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 answering questions for lower graded staff relating to health care services in an inpatient or outpatient setting
• The Lead MSA monitors and makes work assignments - provides input on performance - resolves daily workplace issues - and maintains efficient workflow
• Assignments at this level include - but are not limited to: assuring coverage of all areas of responsibility
• 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
• creating and maintaining employee work schedules
• orienting and providing on-the-job training for new and current employees
• ensuring all training requirements are met
• organizing the work structure of his/her assigned areas
• and acting as a liaison between MSA and staff to resolve day to day conflicts
• Demonstrated Knowledge - Skills - and Abilities: Candidates must demonstrate all of the KSAs below: Skill in communicating with individuals to obtain the desired effect - ensuring compliance with established policies and regulations
• Ability to organize work - set priorities - and delegate tasks/responsibilities in order to meet deadlines
• Ability to provide staff development and training
• Ability to manage staffing requirements - manage priorities - and coordinate with staff in the unit in order to complete duties in an accurate and timely manner
• This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work
• Ability to review and monitor data to ensure all reports are complete and accurate
• Preferred Experience: Experience in scheduling and knowledge of Medical Terminology
• 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-06
• Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position
• Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Functions or Scope of Assigned Duties: Manages appointment scheduling - cancellations - re-scheduling - and no-show documentation following VA policies
• Acts as liaison among Veterans - clinical staff - and external agencies - ensuring effective communication
• Handles front desk duties - answers calls - and responds to inquiries via multiple communication systems
• Maintains and secures medical records - verifies demographic and insurance data - and facilitates transfer of records
• Supports clinical flow by coordinating pre-appointment requirements and monitoring clinic schedules
• Trains new staff - assesses workload - and recommends process improvements
• Coordinates emergency and non-emergency transfers - ensuring timely and accurate documentation
• Uses various software systems including VISTA - CPRS and secure messaging platforms
• Prepares reports - agendas - and minutes for team meetings - supporting Veteran care planning
• Ensures compliance with HIPAA - VA policies - and safety protocols
• Monitors clinic utilization - appointment accuracy - and resource use
• Assists with outreach - community resources - and clinic operational adjustments
• Manages workload - assigns tasks - and ensures deadlines are met
• Acts as a mentor and trainer for MSA staff - providing guidance on communication and clerical procedures
• Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Ad-Hoc Virtual: This is not a virtual position
• Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized