Summary The position serves as a Lead Medical Support Assistant in a San Francisco VA Medical Center-affiliated Community Based Outpatient Clinic (CBOC). CBOCs provide multidisciplinary outpatient services in counties remote from the Medical Center. This requires staff to be flexible, multiskilled and creative in solving everyday challenges raised by being in a remote site. Responsibilities The Lead MSA will have general oversight of the day-to-day activities of the Advanced MSAs, ensuring that routine work is carried out timely and accurately and communicating supervisory problems to the Supervisor. The Lead MSA will assist the Supervisor in disseminating new VA Directives and procedures that affect front desk and clinic operations and will provide training, as needed. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow of their assigned service care lines and the assigned Advanced MSAs. Other 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 Advanced MSAs to include changes in policies and procedures distributing and balancing workload creating and maintaining Advanced MSA work schedules orienting and providing on-the-job training for new and current Advanced MSAs ensuring all training requirements are met organizing the work structure of his/her assigned areas acting as liaison between Advanced MSA and other CBOC staff in order to resolve day to day conflicts is responsible for all scheduling workflows, to include the Electronic Wait List maintenance, Primary Care Management Module (PCMM)/ dual enrollment maintenance and reports clinic profile management (i.e. clinic setup, grid changes changes, cancel/block/restore clinics and monitoring) manage procedures associated with teams based on assigned service care lines (i.e. Primary Care, Specialty Care or Mental Health) ensuring insurance capture, updating patient information (i.e. next of kin, address, phone number, etc.) encounter data validation recall reminders consult management patient notification of appointments shall serve as the primary TMS Administrator for the CBOC PIV Sponsor and Pin-code Re-set Administrator and Clinic Timekeeper performs duties related to the receipt, and indexing of health and administrative information will interface with personal computer (PC) applications as well as numerous other programs including Vista and CPRS applications provides administrative support to Physicians, Nurse Practitioners, Nurses, Nutritionists, Social Workers, Psychologists, Audiologists, Podiatrists, Physical Therapists, Pharmacists, Optometrists, and Dentists, Dental technicians, Dermatologists and all other administrative and clinical staff at CBOC. The outpatient program requires administrative scheduling and appointment coordination for diagnostic testing and consultative appointments for many clinical services. routinely analyzes data from reports such as 7 Day Access Performance Measure, PCMM/Dual enrollment, NEARS list, Vesting report, 90-day warning and any other reports used to prepare teams for patient appointment and communicates scheduling issues to Supervisor. The incumbent manages the Encounter Actions Required Report (EARR) for their assigned service care line and trains/mentors clinicians in accurate completion of encounters. shall manage clinic kiosks, to include approving Vet link changes such as patient demographics, adding clinics approving new users and troubleshooting gathers and analyzes information from a variety of sources and makes decisions on resource acquisition and allocation that affect the daily operation of a multidisciplinary CBOC that is remote from the medical center Other duties as assigned. Work Schedule: Monday-Friday, 7:30am-4:00pm PST / 8:00am-4:30pm PST Functional Statement #: GS-679-7 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. 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. 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. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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). Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: Lead Medical Support Assistant, GS-7 Experience: One year of experience equivalent to the [GS-6] grade level. Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate [all of] the KSAs below: 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. 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: See VA Directive and Handbook 5019. Education There is no education substitution at this grade level. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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.