Summary The incumbent serves as a Lead Medical Support Assistant in the Community Care Services Section, under the office of the Chief of Staff in the Ann Arbor Medical Center. The Lead Community Care MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Responsibilities Major duties of this position include, but are not limited to: Assuring coverage of the Community Care Services Unit; Conducting ongoing reviews to ensure quality of work; ensuring accurate and timeliness of the Community Care process in accordance with Community Care Guidelines. Assigning workload to individual Community Care MSAs, providing guidance to other MSAs to include changes in the policies and procedures; Distributing and balancing workload; orientating and providing on the- job training for new and current MSAs in the Community Care Services Department in all Electronic Health Record (EHR) systems; Organizing the work structure of his/her assigned areas, Acting as liaison between MSA's and staff in order to resolve day to day conflicts, and completing other duties and special projects as assigned by the Community Care Chief or Supervisors. Monitoring vacation schedules to ensure adequate coverage in the Community Care Services Department is met. Provide supportive assistance to the Veterans to assure prompt attention to their authorizations and performs at a competent level. Responsible for delivering administrative support to the staff and supervisors associated with the Community Care process. Coordinate with the private sector to authorize and schedule care. Receive consult requests for long-term and short-term authorization of outpatient fee basis Community Care. Review medical information to determine @type of treatment necessary, extent of treatment, estimated costs of Community Care and adequacy of medical information presented. Responsible to lead one to two groups of Medical Support Assistants (MSA) at a GS-5 and/or GS-6 level and responsible to their supervisor for ensuring that the work assignments for their teams are carried out by performing a range of duties. Distribute and balance the workload among employees in accordance with established work flow or job specialization, assure timely accomplishment of assigned workload, and assure that each employee has enough work to keep busy. Estimate and report on expected time of completion of work, and maintain records of work accomplishments and time expended and prepare reports as requested; Instruct employees in specific tasks and job techniques and make available written instructions, reference materials and supplies. Assists with unusual situations which do not have clear precedents. Plan and carry out successive steps of work assignments. Independently handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences. Work Schedule: Monday - Friday, 07:30am - 4:00pm Telework: Ad Hoc Virtual: This is not a virtual position. Functional Statement #: 944080 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Requirements Conditions of Employment 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 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). 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 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: 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. No experience required. 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: In addition to the basic requirements above, applicants must meet the following experience: GS-07 Lead Medical Support Assistant: To qualify for the GS-07 level, you must have one year of experience equivalent to the GS-6 grade level. Experience at the GS-6 includes but is not limited to: providing specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates] with the patient care team to review clinic [appointment availability] (utilization) to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics. AND Demonstrated Knowledge, Skills, and Abilities: Candidates must also demonstrate all of the knowledge, skills, and abilities below: 1, 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. 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.] 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. 5. Ability to provide staff development and training. 6. 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. Preferred Experience: Community Care experience. 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-07. The actual grade at which an applicant may be selected for this vacancy is at the grade 07. Physical Requirements: The work is mostly sedentary and requires incumbent to utilize a personal computer resulting in a large amount of keyboarding/data entry. Faxing clinical documentation to the outside providers/vendors at their request during the scheduling/approving process for Fee Basis care. Additionally, lifting and carrying items such as medical records, paperwork, folders and will be required to do tasks that require some fine manipulation skills/abilities. May be required to work many hours at a computer terminal. Education Education may not be used to qualify for this grade level of this occupation. Additional Information In accordance with Office of the Chief Human Capital Officer (OCHCO) Bulletin, Annual Determination of Staffing Shortages dated 09/25/2025, Veteran's Preference will not be applied to this occupation. 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for 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.
