Lead Medical Support Assistant

Veterans Health Administration; Toledo (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Veterans Health Administration seeks a Lead Medical Support Assistant to coordinate Advanced MSA assignments and workflow at the Toledo, Ohio Community Based Outpatient Clinic (CBOC). The role requires coordinating across interdisciplinary teams and ensuring smooth patient flow and access to care.

Qualified candidates will have a high school diploma and demonstrated ability to work with diverse medical staff, maintain clear communication, and manage complex scheduling and administrative tasks in

Qualifications

• Lead MSA must coordinate advanced MSA assignments and workflow.
• Knowledge of interdisciplinary care delivery and patient flow processes.
• Strong communication with a wide range of clinical staff and external customers.

Responsibilities

• Coordinate scheduling across interdisciplinary clinics to ensure access to care.
• Assist in managing MSA workflow within the clinic.
• Communicate effectively with patients, staff, and providers to resolve issues.

Skills

Medical terminology

Interdisciplinary collaboration

Patient scheduling

Communication skills

Education

High school diploma

Job description

VA Ann Arbor Healthcare System (VAAAHS) is seeking a Lead Medical Support Assistant to work at their Toledo, Ohio Community Based Outpatient Clinic (CBOC). The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit.

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. None Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.(A Transcript or proof of High School Diploma/Equivalent is required if basing any or all qualifications on 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).

Grandfathering Provision: All Medical Support Assistants (MSAs) employed in Veterans Health Administration (VHA) in this occupation on the effective date of this qualification standard (February 20, 2026) are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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: In addition to the basic requirements above, applicants must meet the following experience: Lead Medical Support Assistant, GS-07 Experience: One year of experience equivalent to the GS-6 grade level that equips the candidate with the following: Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.

Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below: 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 resources. 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. 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to me