LEAD MEDICAL SUPPORT ASSISTANT @ Veterans Health Administration

Job Summary

Northern Indiana VA Health Care System is seeking an enthusiastic applicant to fill the roles of a Lead Medical Support Assistant at the Marion facility within the Mental Health Service Line. The Lead Medical Support Assistant (MSA) position serves as the Lead Clerk for all MSA staff and is a foundational role within the Mental Health Service Line to include all interdisciplinary clinics and that support the initiative.

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

• To qualify for appointment to this position, all applicants must possess the following: 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.
• One year of creditable experience equivalent to the next lower grade (GS6) 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.
• Grandfathering Provision.
• 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).
• Experience.
• (1) Creditable Experience. To be creditable, the experience must have required the use of knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid or non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
• (2) Part-Time Experience. Part-time experience is creditable according to its relationship to a full-time workweek. For example, an individual employed 20 hours per week, or on a half-time basis, would receive credit for 1 fulltime workweek for each 2 weeks of service.
• (3) Quality of Experience.

Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower 3 grade level of the position being filled.

• For all assignments above the full performance level (FPL), the higher-level duties must consist of significant scope, administrative independence, complexity, 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.
• NOTE: Must be demonstrated on resume at time of applicant Grade Determinations: Lead Medical Support Assistant, GS-7 In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: You must possess one (1) full year of experience equivalent to the GS-6 grade level.
• This experience may include but is not limited to: assuring coverage of all areas of responsibility; answering questions for lower graded staff relating to health care services in an inpatient or outpatient setting, monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as a liaison between MSA and staff to resolve day to day conflicts.
• AND Demonstrate Knowledge, Skills, and Abilities (KSAs).
• In addition to meeting the experience above, the candidate must demonstrate the following KSAs: 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.
• 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.
• NOTE: The Specialized Experience and KSAs outlined above must be clearly demonstrated within your resume.

Please do not copy or paste the Specialized Experience or KSAs verbatim into your resume. Provide specific examples and details that illustrate how you meet these requirements. Failure to do so may result in your application not being referred to the hiring manager for consideration. Documentation Requirements for Proof of High School Completion or Higher: If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official). 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-0679-07.

Physical

Requirements

Most of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced MSA Is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the Intensity-of a patient/customer complaint or concern. See VA Directive and Handbook 5019.

Major Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Lead Medical Support Assistant (MSA) serves as the lead clerk for all MSA and Advanced MSA (AMSA) staff within the Mental Health Service Line, including interdisciplinary clinics and Community-Based Outpatient Clinics (CBOCs) supporting mental health services and related initiatives. Patient care is delivered through a team-based model consisting of AMSAs, nursing staff, psychiatrists, psychologists, peer support specialists, and other interdisciplinary providers. These teams address the mental health needs of assigned patient panels and collaborate with pharmacists, social workers, dietitians, Primary Care Mental Health Integration (PCMHI) teams, and other healthcare professionals to provide comprehensive care. Collaboration also occurs with VA and non-VA specialists, hospitals, diagnostic and treatment facilities, and community-based programs. The Lead MSA coordinates MSA and AMSA assignments and workflow within interdisciplinary units. Responsibilities include conducting daily workload assessments; assigning duties; ensuring adequate staffing coverage; reviewing training records; identifying training needs; and coordinating staff support across multiple interdisciplinary settings. The Lead MSA assists staff with complex and nonstandard procedures, including clinical-flow processes related to access to care across multiple clinics, specialties, and community resources. Duties include ensuring accurate and timely appointment scheduling; providing guidance regarding policies, procedures, and process changes; developing and maintaining employee work schedules; and serving as a liaison among MSA and AMSA staff, patients, and interdisciplinary team members to resolve daily operational issues and conflicts. The Lead MSA also provides guidance and support for clinic operations, promotes effective communication and workflow, and helps ensure continuity of service across mental health and interdisciplinary programs. Assignments above the full-performance level must involve significant scope, administrative independence, complexity, and variety consistent with the applicable grade-level standard and must be performed by the incumbent at least 25 percent of the time.

Work Schedule: Monday through Friday 8:00am - 4:30pm. Schedule subject to change based on the needs of the Agency Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 91752-0 Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized.

Requirements

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 identification 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.