Lead Medical Support Assistant

The Lead Advanced Medical Support Assistant (AMSA) performs a variety of administrative functions associated with the scheduling of patient care. As such, the incumbent must have knowledge of VA policies, regulations, guidelines, and processes as they relate to the scheduling of patient appointments and pre-appointment clinical requirements (i.e., labs, EKS, measures) to ensure readiness for the patient visit and will monitor the Access/waitlist. Incumbent must keep abreast of rapidly changing regulations, directives, software updates, programs, and processes in delivering the healthcare benefits package.

The incumbent must have the ability to learn technical competency in the use of VistA, ISS, CPRS, ICB, CTM, CTB, and appointment management systems. Must provide excellent customer service and have an advanced understanding of medical terminology, medical administrative practices, patient consult processes, patient scheduling procedures, medical record systems, the Privacy Act, HIPPA rules and the Freedom Act as they relate to the handling of confidential and sensitive patient information. The incumbent must be a proficient computer operator who can learn, understand, and monitor department-specific software programs, as well as knowledgeable in Microsoft Office programs; must be proficient in gathering, analyzing, and reporting data as it relates to clinic operations and staff monitoring.

The incumbent oversees the status of work for AMSAs and makes day-to-day adjustments by established priorities, obtaining assistance from the supervisor on problems that may arise. Possess the ability to resolve simple informational complaints of employees, referring others to supervisor for resolution. The incumbent will conduct ongoing audits to ensure the quality of work for accurate and timely scheduling of appointments.

Recognize and refer to the supervisor's substandard performance or behavior as needed. Provides information and makes recommendations to supervisor on staff duty performance and recommendations for reassignments, recognition for outstanding performance, and other personnel needs. The incumbent orients and provides on-the-job training for new and current employees.

Assignments at this level include, but are not limited to the following: Responsible for implementing and maintaining Advanced Clinic Access principles. Stays abreast of clinic wait time issues, both length of time to appointment and actual time spent waiting for the provider. Functions as customer service leader in the clinic.

Trains staff on customer service principles. Assesses patient satisfaction on a periodic basis. Provides orientation to new medical support assistant staff concerning administrative functioning of the clinic.

Trouble shoots information technology issues to include use of CPRS and VISTA Imaging and hardware issues. Manages clinic supplies and equipment by interfacing with SPD and Biomedical Engineering. Maintains physical plant of the clinic by ensuring cleanliness and functionality of surroundings.

Provide ongoing training and assistance to new and incumbent personnel regarding office polies and procedures. Generate required reports. Monitors no-shows to clinic and assists in appropriate disposition of such patients.

Monitors clinic functions for quality improvement opportunities. Anticipates needed changes based on data and recommends appropriate action or suggests appropriate alternatives. Daily monitoring of workload capture and view alerts (VA Alerts).

Oversight to assists providers in completing encounters and clinical reminders. Daily monitoring of incoming consults to ensure timely and appropriate scheduling. Assists providers in the discharge of patients back to Primary Care ass appropriate.

Prepare action plans and provide recommendation for corrective action. Anticipates staff shortages and adjusts clinic schedule accordingly. Work Schedule: Monday - Friday, 08:00am - 04:30pm Telework: Ad-hoc Telework available Virtual: This is not a virtual position.

Functional Statement #: 55506-F

You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation.

Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you may be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

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/.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave.

Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below.

The complete application package must be submitted by 11:59 PM (ET) on 04/13/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12915741. To begin, click Apply Online to create a USAJOBS account or log in to your existing account.

Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.

Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To apply for this position, you must provide a complete Application Package which includes: Resume SF-50/ Notification of Personnel Action Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.

Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field. The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

Cover Letter DD-214/ Statement of Service Disability Letter (Schedule A) Disability Letter (VA) License Other (1) PCS Orders Performance Appraisal Professional Certification Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript