The Lead Medical Support Assistant (MSA) in Central Virginia VA Health Care System (CVHCS), Richmond, VA, Primary Care as part of an interprofessional healthcare team. Lead Medical Support Assistant provides support across multiple ancillaries and interprofessional clinics and determines the needs of the Veteran/caregiver. The Lead Medical Support Assistant (MSA) plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Lead Medical Support Assistant (MSA) is responsible for leading a team of Advanced Medical Support Assistants (AMSAs) performing a variety of specialized and complex administrative duties associated with the care and treatment provided to patients in both inpatient and outpatient settings. The incumbent utilizes advanced administrative skills, technical knowledge, and understanding of clinical workflow to coordinate, monitor, and provide guidance in all aspects of appointment scheduling, consult management, and customer service within Primary Care Service Line. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo 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. Work Schedule: 8:00am-4:30pm Monday thru Friday Telework: Ad-Hoc only Virtual: This is not a virtual position. Functional Statement #: 00000 Relocation/Recruitment Incentives: Not authorized. 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. 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.

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