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Veterans Affairs, Veterans Health Administration LEAD MEDICAL SUPPORT ASSISTANT in El Paso, Texas


The Lead Medical Support Assistant perform duties as part of a multi-disciplinary team that consists of physicians, Registered Nurses, Licensed Vocational Nurses, other administrative staff members and multiple non-VA medical care providers. Makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assures coverage of all areas of responsibility. Conducts ongoing reviews to ensure quality of work. Provides guidance to staff members.


Administratively coordinates Community Care through a variety of health care delivery systems including the Choice Act, Patient Centered Community Care, Department of Defense (DoD) and traditional Non-VA medical care. Independently manages position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Determines the nature of requests and provide the information desired using privacy rules and established clinic processes. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Schedules appointments in accordance with current established VA/VHA. Directives, Handbooks, policies and procedures. Processes patient care requests in conformance with the Choice Act and other Non-VA Medical care processes. Serves as the primary trainer of new staff and responsible for the development of training aids and materials used in the orientation process. All appointments will be made with the patient's input and in accordance with VA guidelines and business rules. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or Community medical care providers whenever possible. Maintains responsibility for notifying the supervisor or other appropriate clinical staff if scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies and .procedures. Scheduling instruction conflicts which cannot be appropriately resolved individually must be elevated to the AMSA's supervisor. Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Collects, scans, and updates health insurance information serving a major role in. the revenue process. Contributes to the revenue collection process by identifying patients with third party insurance. The incumbent may also be required to train other AMSA levels on the Insurance Capture Buffer (ICB) process. Ensures all necessary health/administrative information are integrated into Computerized Patient Record System(CPRS) by submitting request to scan documents into the records. Fully participates in the staff huddles and other team meetings to manage and plan patient care; setting priorities and-deadlines, adjusting work flow and sequencing of the work to meet team and patient and unit needs. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: Monday - Friday 8:00 a.m. - 4:45 p.m.

Financial Disclosure Report: Not required


Conditions of Employment


To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/11/2021. Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). Experience and Education. (1) Experience. Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; (2) Education. One year above high school; (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Grade Determination: Specialized Experience, GS-07, Lead Medical Support Assistant. One (1) year of specialized experience equivalent to the GS-6 grade level. Specialized experience includes but not limited to: Answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. Monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Conducts ongoing reviews to ensure quality of work; ensures accurate and timely scheduling of appointments; provides guidance to staff members, distributes and balances workload. Preferred Experience: Customer Service Experience Medical Terminology/Experience Supervisory/Lead Experience Trustworthiness Reliability Demonstrated Knowledge, Skills, and Abilities (KSA's). 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.

  1. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.

  2. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.

  3. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.

  4. Ability to provide staff development and training.

  5. 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. References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards, GS-0679. The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is a GS-07. Physical Requirements: -The work is sedentary. Some work may require walking in offices, hospitals, warehouses and similar areas for meetings and to conduct work. Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite. Incumbent may carry and lift light items weighing less than 15 pounds.


There is no educational requirement at this grade level. IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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: 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: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Additional Information

This job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. 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. 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. If you are unable to apply online view the following link for information regarding an Alternate Application.