LEAD, Medical Support Assistant

Job Details

Position Overview

Duties

• Serves as the Lead AMSA for multiple Primary Care clinics, providing daily direction, guidance, training, and coordination to a team of AMSAs.
• Distributes and balances workload among employees in accordance with established work flow and skill level, assuring timely accomplishment of assigned tasks.
• Monitors status and progress of work, making day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise.
• Ensures proper procedures are utilized to efficiently complete work assignments and resolves problems affecting the workflow and quality of service provided.
• Provides on-the-job training for new and current AMSAs, including changes to procedures, software, or policies, and identifies developmental and training needs.
• Reports to supervisor on team and individual performance, progress, and training needs.
• Serves as a technical expert and point of contact for AMSAs in resolving complex issues.
• Schedules and coordinates appointments using institutional software for patients in accordance with provider preferences and medical center policies.
• Enters, monitors, and tracks consults and referrals in electronic medical records ensuring compliance with national and local mandates.
• Provides excellent customer service in person, on the phone, and via secure messaging.
• Prepares reports and tracks performance metrics as assigned by leadership.
• Assists in the development and implementation of new administrative processes for appointment management, consult tracking, and related administrative functions.
• Audits and monitors team scheduling practices to ensure compliance with business rules, established policies, and OPM guidelines.
• Identifies and recommends procedural changes to improve accuracy, efficiency, and customer experience.
• Ensures team compliance with all requirements concerning protected health information (PHI), privacy rules, and VA sensitive data.

Qualifications & Requirements

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

• 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.

Education

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.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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.
• Must pass pre-employment physical evaluation.
• 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.

• 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.

Evaluations

• Customer Service
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Reading Comprehension
• Reasoning
• Self-Management
• Teamwork

Required Documents

• Resume
• SF-50/ Notification of Personnel Action

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (Schedule A)
• Disability Letter (VA)
• License
• CV (more than 2 pages)
• Other (2)
• PCS Orders
• Performance Appraisal
• Professional Certification
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

How to Apply

1. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents.
2. Answer the questions presented in the application and attach all necessary supporting documentation.
3. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 08/24/2026.
4. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
5. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
6. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
7. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link. NOTE: Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.