Lead Medical Support Assistant

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The incumbent is responsible for a range of clerical and administrative duties that demonstrate the level of the MSA. MSA's perform a variety of support duties that facilitate the work of Physicians, Nurse Practitioners, Registered Nurses, Nursing Assistants and other members of the Medical Facility who provides patient care. MSA's are considered sources of information and play an important role in accomplishing the work of the unit by performing the duties below.

MSA's at this level must have the ability to work rapidly and independently. The incumbent must be dependable, use good judgement, effectively and accurately analyze and evaluate situations to ensure all Veterans receives the highest level of care. Must have good written and oral communication skills.

The incumbent must work collaboratively in an interdisciplinary coordinated care delivery model to ensure delivery of care is high quality, efficient and patient centered. The MSA is the initial source of contact to the patient by phone and or in person, acts as the liaison to the clinical staff and provides administrative assistance for the assigned clinics. The MSA is the initial contact to patients, therefore sets the tone of the perception concerning the quality of healthcare services provided.

The MSA coordinates and maintains the clinic's appointment schedules for all Providers within the Pain Management Service. The incumbent also participates and provides input in problem solving on operational issues for all clinics under Pain Service. The incumbent works closely with other departments within the facility to coordinate patient appointments to ensure all care is done and provided in a timely manner Duties include but are not limited to: Assumes responsibility for all phone calls to the pain clinic, including both patient and staff inquiries and complaints.

Triages phone calls to the appropriate Provider as warranted by the situation. Resolves all clinical and administrative issues by working with various members of the Pain Interdisciplinary team in the frame dictated by the situations (emergent and non-emergent) and communicates resolution to the relevant party. Schedules patients for clinic appointments and pain block procedures using VISTA scheduling software while adhering to the outpatient scheduling Directives.

Scheduling patients for pain block procedures using VISTA surgical package if an Operating Room (OR) is needed. Ensure that the clinics' setup is closely monitored to effectively support the needs of the clinic and make the necessary adjustments. Contact patients scheduled for clinic appointments, pain block procedures and if appointment /procedure will be cancelled or rescheduled, rescheduled appointments appropriately.

Manages clinic consult, triages them to the appropriate Provider and schedules the clinics appointments appropriately. Participating in team huddles and team meetings to manage and plan patient care, setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic medical record ( EMR); monitoring pre appointments requirements to assure readiness for visit or procedure. Accepts appointments cancellation phone messages from patients and informs the Pain Clinic Providers of the patient condition and requests to cancel.

Coordinates Hoptel arrangements for appropriate Pian Clinic patients as necessary per clinical evaluation or Providers. Manages clinic profile changes or cancellations and is responsible for rescheduling all new visits. Sets up and monitors electronic wait list (EWL) as necessary.

Managing EWL to verify, validate accuracy, resolve issues, participating in and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions. Sets up and mages clinic recall list for established patients. Familiar with relevant current procedural terminology (CPT) and international classification of disease (ICD) codes for clinic and procedures to assist in closing out encounters to ensure facility workload and billing.

Serves as preceptor to new or transferred MSA's to the Pain Management Team. Supports patient safety standards through correct identification of all patients through use of two forms of identification. The incumbent facilitates and supports data integrity initiatives at the front line.

Other related duties may be assigned. Work Schedule: Monday-Friday, 7:30am - 4:00pm PST; Schedule may change depending on the service's needs. Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 662-09743F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process.

In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 will 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.

There is no education substitution at this grade level.

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.

You will be assessed on the following Competencies for this position: 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.

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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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.

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online questionnaire and submission of the required documentation specified in the How to Apply and Required Documents section.

The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the application questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12924569. The application process is as follows: To begin, click Apply Online to create a USA JOBS account or log in to your existing account.

Follow the prompts to select your USA JOBS resume and/or other supporting documents. Answer the questions presented in the application and attach all necessary supporting documentation.

Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 04/15/2026. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email.

The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice. Access USA Hire using your unique assessment link.

Access is granted through your USAJOBS login credentials. Review all instructions prior to beginning your assessments.

You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.

NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused. Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us.

To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed. To view the announcement status or your application status: https://help.usajobs.gov/how-to.

Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.

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) Other (1) Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript Veterans' preference does not apply for internal or other current permanent Federal agency employees.