Veterans Affairs, Veterans Health Administration Lead Medical Support Assistant in Austin, Texas

  • Duties



The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinic) and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by AMSA/MSA staff for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; 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 onthe-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 liaison between AMSA/MSA and staff in order to resolve day to day conflicts.

The incumbent assists staff with a variety of clerical duties in one or more outpatient clinics that provide a variety of medical services. The incumbent must have knowledge of clinic procedures and regulations; basic medical terminology, skill in operating computer systems and applications, such as VistA, CPRS, and Microsoft applications to accurately enter or extract information.

Work Schedule: Monday - Friday, 8:00 am to 4:30 pm Financial Disclosure Report: Not required

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The Lead MSA may be asked to participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur.

The Lead MSA may also be asked to assist in the Beneficiary Travel Program and Health Benefits Unit and other duties within the clinic, as appropriate.

The Lead MSA position encompasses the following functions: pre-registration and registration, collects release of health information forms, orders supplies, picks up and distribute mail for the clinic, process physician orders to include appointment scheduling and proper management of patients on the Electronic Wait List (EWL) and overseas this task for all assigned clinic(s), collects and collates data, prepares reports, trains MAS staff, and other duties as assigned.

Incumbent is a working Lead MSA who performs all other duties with the staff he/she leads. The Lead MSA provides guidance for the AMSA/MSA in their particular clinic. The lead position is responsible to the Supervisory MSA for ensuring that work assignments of both him/her and MAS employees within the clinic are carried out by performing a range of duties such as:

  • Distribute and balance workload amongst employees including him/her in accordance with established workflows and schedules.
  • Ensure timely accomplishment of the assigned workload and assure that each employee has enough to keep them busy.
  • Keep in touch with the status and progress of work and make day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise such as backlogs which cannot be disposed of promptly. Work should be monitored so that backlogs do not occur.
  • Give on-the-job training to employees in accordance with established policies and practices.
  • Instruct employees on changes in work procedures. Provide written instruction/documentation of change.
  • Maintain current informational knowledge base and answer questions of other employees on procedures, policies, directives, etc. and obtain information or decisions from the supervisor on problems that arise.
  • Check on work in progress, review completed work of employees in the area to ensure correct procedures have been accomplished.
  • Refer to supervisor questions or matters not covered by standards and problems that make it difficult for employees to meet performance standards and competencies.
  • Help resolve simple informal complaints of employees and refer others to supervisor.
Travel Required

Occasional travel - You may be expected to travel for this position.

Supervisory status


Promotion Potential


  • #### Job family (Series)

0679 Medical Support Assistance

  • Requirements


Conditions of Employment
  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to a background/security investigation
  • Must be proficient in written and spoken English
  • Must successfully pass the onboarding process

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. * English Language Proficiency: Must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. * Experience: Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or * Education: One year above high school; or * Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. * Pre-employment Physical: Must pass a pre-placement/employment physical examination.

Specialized Experience: One year of specialized experience at the next lower grade level GS-06.

Qualifying experience includes experiences gained in working in an administrative health care setting, to include, but may not be limited to: coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: 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 the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring preappointment requirements to assure readiness for patientvisit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider.

Candidates must demonstrate the KSAs below: * Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. * Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. * Advanced knowledge of the technical health care process as it relates to access to care. * Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. * Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process. * Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Grade Determinations: One year of specialized experience equivalent to the next lower grade level GS-06.

References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant Qualification Standards, GS-0679.

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

Physical Requirements:The work is primarily sedentary and walking. The work requires the ability to handle multiple demands simultaneously in dealing with a wide variety of clients on a daily basis. Tasks will require prolonged use of computers. There are lengthy periods of sitting, interrupted by intervals of walking and climbing stairs about the medical center to make the many personal contacts required of this position.


Education is NOTa substitute for the GS-07 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:

Additional information

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

Selected applicants will be required to complete an online onboarding process.

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.

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

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.

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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, résumé, 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.

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Background checks and security clearance
Security clearance

Public Trust - Background Investigation

  • Required Documents


Required Documents

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

  • VA Form 10-2850c: Application for Associated Health Occupations
  • Resume
  • SF-50

VA Form 10-2850c Application for Associated Health Occupations can be found at:;=&Action;=Search.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to 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, documentation to support Veterans Preference or ICTAP/CTAP documentation (for displaced Federal employees).

  • Cover Letter
  • VA Form 10-2850c: Application for Associated Health Occupations
  • Resume
  • SF-50
  • Transcript

Veterans' Preference: Veteran's preference does NOT apply for current permanent Federal agency employees, as long as they are listed as part of the area of consideration.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

  • Benefits



A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

  • How to Apply


How to Apply

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 03/30/2018 to receive consideration.

  1. 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.
  2. 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 verify your application is complete, log into your USA JOBS account,, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

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Agency contact information
Rachel Oujezdsky

254-778-4811 X40781




VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX US

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Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

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  • Fair & Transparent
Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

  • Equal Employment Opportunity (EEO) for federal employees & job applicants

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Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application and hiring process should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations or how to contact an agency.

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Legal and regulatory guidance
  • Financial suitability
  • Social security number request
  • Privacy Act
  • Signature and false statements
  • Selective Service
  • New employee probationary period

This job originated on For the full announcement and to apply, visit Only resumes submitted according to the instructions on the job announcement listed at will be considered.

Open & closing dates: 03/09/2018 to 03/30/2018

Salary: $41,845 to $54,397 per year

Pay scale & grade: GS 7

Work schedule: Full-Time

Appointment type: Permanent