Lead Medical Support Assistant - Ward

Summary

This Lead Medical Support Assistant (LMSA) position is in the Medical Administration Service of the Gulf Coast Veterans Health Care System located in Biloxi, Mississippi.

This job is open to

Clarification from the agency

This vacancy is ONLY open to current permanent Gulf Coast Veterans Health Care System employees including satellites.

Duties

The Lead Medical Support Assistant (LMSA) in the Medical Administration Service (MAS) can provide support in Primary Care Clinic(s), Specialty Care Clinic(s), Inpatient Ward, Call Center, Behavioral Health Clinic(s) and any other Specialize Clinic or Care teams/units.

The primary duties of the Lead Medical Support Assistant (LMSA) may include but are not limited to:

Verifying demographic information

Scheduling, canceling, re-scheduling Veteran's appointments and/or consults

Collecting insurance information

Managing consults and Return to Clinic (RTC) orders

Participating in the daily PACT Team huddles and weekly team meetings

Assisting the Supervisory MSA with training and monitoring the MSAs performance

Running and managing reports

Observing staff to ensure adherence to policies, procedures and scripts

Coordinating the Advanced MSA assignments and workflow

Providing daily workload assessments

Assigning work, and assuring proper staffing coverage

Evaluating training records

Determining training needs of MSAs to provide support across interdisciplinary settings

Assisting 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.

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

Acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts

Serving as Acting Supervisor in the absence of the Supervisory, Medical Support Assistant

Monitoring the work of new and experienced MSA staff

Conferring with the Supervisory, Medical Support Assistant in developing action plans to improve

performance, processes and procedures

Interpreting and verifying provider directed orders in accordance with VHA national scheduling

Guidelines

Entering no-show information

Monitoring the electronic wait list

Preparing for clinic visits

Monitoring both inpatient and outpatient appointments for areas of responsibility

Ensuring encounter forms are completed in order to obtain appropriate workload credit

Verifying and updating demographics and insurance information

Processing all emergency and non-emergency transfers to other VA facilities or private hospitals

Performing basic eligibility, co-pays and preauthorization requirements for specific coverage.

Collecting, scanning and updating health insurance information

Registering Veterans for and utilization of My HealtheVet (MHV)

Work Schedule: Typically 4:00pm - 12:30am, Monday - Friday. Various schedules that may include off-tours, weekends and holidays will be discussed during the interview process and are subject to change based on Agency needs. May be required to work rotating weekends and holidays. Schedule determined by supervisor.

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

Pay: Competitive salary and regular salary increases

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: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 520-00964-F

Permanent Change of Station (PCS): Not Authorized

Requirements

Conditions of Employment

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.

You may be required to serve a probationary period.

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 . 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.

May be required to complete pre-employment physical evaluation.

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

Qualifications

Basic Requirements

United States Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

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; OR,

(2) Education. One year above high school; OR,

(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. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.

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. To qualify for the GS-07 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit.

Lead Medical Support Assistant, GS-07

(a) Experience. One year of experience equivalent to the GS-06 grade level which includes:

Collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community OR

Providing staff development and training, delegating responsibilities/assigning workload to other staff members, following up on issues, and reviewing and monitoring data to ensure reports are complete and accurate. (b) 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 are 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.

(c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL the following KSAs in your resume:

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.

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.

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

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.

**Resume must include hours per week for work experience credit.**

References: For more information on this qualification standard, please visit .

The full performance level of this vacancy is GS-07.

Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.

Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

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: .

Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.

Additional information

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 at .

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

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 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.

Required Documents

To apply for this position, you must provide a complete Application Package which includes:

Resume

SF-50/ Notification of Personnel Action

Resume Requirement: Your resume must include the following information for each job listed:

Job title Duties (be as detailed as possible)

Month & year start/end dates (e.g. June 2007 to April 2008)

Full-time or part-time status (include hours worked per week)

Series and Grade, if applicable, for all Federal positions you have held

Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail.

SF-50, Notification of Personnel Action (REQUIRED for ALL current Federal Employees):

Most recent, non-Award SF-50 to verify Tenure and Experience (Award SF-50s do not provide sufficient information).

You can find your latest SF-50 in e-OPF.

for current VA employees.

Federal Employees should use their agency specific e-OPF URL.

Federal Employees received an SF-50 on 01/12/2025.

Failure to provide the REQUIRED SF-50(s) will result in disqualification.

Performance Appraisal: Most recent copy is REQUIRED for ALL current Federal Employees to verify Promotion Eligibility

You can find your most recent Performance Appraisal in e-OPF.

for current VA employees.

Federal Employees should use their agency specific e-OPF URL.

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

Other (1)

Performance Appraisal

Resume

SF-50/ Notification of Personnel Action

Transcript

Veterans' Preference: Does not apply to Internal announcements.