Lead Medical Support Assistant - Referral Coordination Team

U.S. Department of Veterans Affairs; Minneapolis (MN); On-site; USD 52,000 - 68,000; Full time

Job summary

U.S. Department of Veterans Affairs in Minneapolis seeks a Lead Medical Support Assistant to coordinate referral workflows and schedule patient care across VA and community resources. You will supervise and guide Advanced MSA staff, manage workloads, and ensure timely access to care.

The role emphasizes collaboration with clinicians, accurate documentation in the electronic medical record, and maintaining high patient service standards in a multi-clinic setting.

Qualifications

• Citizen of the United States per basic requirements.
• High school diploma or GED required for eligibility.
• Excellent English (spoken and written) proficiency.
• Lead MSA experience at GS-7 level or equivalent preferred.

Responsibilities

• Coordinate daily workload and ensure proper staffing coverage.
• Schedule appointments and manage work lists per policy.
• Guide staff on policy changes and departmental procedures.
• Act as liaison among RCI staff, patients, and interdisciplinary teams.
• Coordinate care options across VA and community resources.

Skills

Medical terminology

Clinic workflow

Scheduling

Staff guidance

Team coordination

Interdisciplinary care

Education

High school diploma or GED

Tools

EMR systems

Job description

Summary

Incumbent serves as a Lead Medical Support Assistant (MSA) who is assigned to perform general Lead MSA duties within the Referral Coordination Team (RCT). The RCT consists of dedicated clinical staff and clinical support staff whose primary goal is to streamline the referral process to ensure that every Veteran has a complete picture of their care options so he/she can make the most informed care decisions and schedule their appointment in VA or the community.

Summary

Incumbent serves as a Lead Medical Support Assistant (MSA) who is assigned to perform general Lead MSA duties within the Referral Coordination Team (RCT). The RCT consists of dedicated clinical staff and clinical support staff whose primary goal is to streamline the referral process to ensure that every Veteran has a complete picture of their care options so he/she can make the most informed care decisions and schedule their appointment in VA or the community.

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-7 Experience One year of experience equivalent to the GS-6 grade level - Examples of experience may include: 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 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
• Demonstrated Knowledge - Skills - and Abilities: Candidates must demonstrate all of the KSAs below: 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
• Skill in communicating with individuals to obtain the desired effect (and coordinating with a variety of interdisciplinary care team staff)
• 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
• 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
• 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: 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 - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional Duties may include but not be limited to: The RCI Lead MSA at this level provides advanced administrative care coordination and works independently - and closely with lower graded administrative staff answering questions and assisting with Referral Coordination Initiative outpatient services and community care healthcare services while being in direct contact with the RCI MSA supervisor
• The RCI Lead MSA is responsible for daily workload assessments - assigning work - and assuring proper staffing coverage
• Performs assigned duties in a manner that promotes quality health care - outstanding customer service - and the maintenance of an environment committed to serving the veteran
• Reports any backlogs and any difficulties in meeting deadlines
• Schedules appointments and manages work lists as outlined in VHA policy
• The RCI Lead MSA assists the unit with complex and non-standard procedures - including clinical flow processes related to care access across multiple clinics - specialties - and/or community resources
• Contact the patient and discusses options for internal/direct VA care vs
• Community Care (when eligible) when the Clinical RCT determines it is appropriate - based on clinical complexity requested
• Documents the discussion in the electronic medical record
• Assignments at this level include but are not limited to: providing guidance to staff members - to include changes in policies and procedures - creating and maintaining employee work schedules
• and acting as a liaison among RCI staff - patients and other interdisciplinary staff to resolve day to day conflicts
• Communicates with in-network community-based medical offices/facilities to schedule appointments and communicates with the patient and team as necessary
• Demonstrates understanding of the purpose of the Standard Episode of Care (SEOC) and applies appropriate SEOC when the admin triage tool indicates a basic level of care coordination
• For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time
• The RCI Lead MSA acts as supervisor in the absence of the RCI MSA Supervisor
• Work Schedule: Monday through Friday 7:30am-4:00pm 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: Ad-Hoc may be available Virtual: This is not a virtual position
• Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized