Summary
The Wilmington VA Medical Center is recruiting for a Lead Medical Support Assistant (MSA). The Lead Medical Support Assistant will function in Health Administration Service. This is the Lead of the Medical Support Assistant position. The incumbent serves as a Medical Support Assistant in Wilmington. Duties may be performed in Clinic Based Outpatient Clinic Inpatient, Outpatient Clinic, RTC/Recall Team, Patient Aligned Care Team model or a Specialty Care Setting involved in a PACT model.
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Duties
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VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs
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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.
- Creating and maintaining employee work schedules.
- Orienting and providing on-the-job training for new and current employees.
- Ensuring all training requirements are met.
- Acting as a liaison between MAS and other staff in order to resolve day to day conflicts.
Work Schedule: Monday - Friday, 7:30 a.m. - 4:00 p.m.
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)
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 #: 460-05902-F
Permanent Change of Station (PCS): Not Authorized.
Requirements
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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.
- 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.
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:
- United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
- Experience: None.
- 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.
- English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
Grade Determinations:
Lead Medical Support Assistant, GS-07
Experience: One year of creditable experience equivalent to the next lower grade (GS-6).
The Lead MSA is responsible for answering questions for lower graded staff relating to health care services in an inpatient or outpatient setting. 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 on-the-job training for new and current employees.
- Ensuring all training requirements are met.
- Organizing the work structure of his/her assigned areas.
- Acting as a liaison between MSA and staff to resolve day to day conflicts.
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.
Assignment: For all Lead assignments the Lead MSA must spend at least 25% or more of their time performing lead duties. 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.
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-7.
Physical Requirements: Work is primarily sedentary, although some slight physical effort may be required. The ability to deal effectively with organizational change, role ambiguity and the stresses of juggling many priorities and rapidly responding to unanticipated critical situations is essential.
Education
Documentation Requirements for Proof of High School Completion or higherIf using post-high school education to substitute for experience at the GS-4 or GS-5, you must submit a copy of your unofficial or official transcript with your application.If selected, to meet the basic requirement of high school education or equivalent and prior to a firm 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).
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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
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 Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
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Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
Benefits
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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. Opens in a new windowLearn more about federal benefits.
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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.
