Lead Medical Support Assistant

The VA Northeast Ohio Healthcare System is recruiting for a Lead Medical Support Assistant. The Lead Medical Support Assistant will function in the Patient Transfer Center within Patient Care Administrative Service (PCAS). Duties include, but are not limited to, the following: Providing daily administrative support across interdisciplinary settings. Assisting with complex and non-standard procedures. Ensuring accurate and timely scheduling of appointments. Providing guidance to staff members to include changes in policies and procedures. Orienting and providing on the job training for new and current employees. Ensuring all training requirements are met. Organizing the work structure of assigned areas. Acting as a frontline contact with patients and staff. Assuring coverage of all areas of responsibility. Work Schedule: 7:00 am to 3:30 pm, Monday through Friday. Rotating weekends and holidays. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Lead Medical Support Assistant; 91465A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized In order to qualify for this position, you must meet the requirements below within 30 calendar days of the closing date listed on the announcement. 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. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. English Language Proficiency: Candidates must be proficient in spoke and written English in accordance with 38 USC § 7403(f). 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). Grade Determinations: Specialized Experience: Lead Medical Support Assistant, GS-07. You must possess one year of specialized experience equivalent to the GS-06 level in the Federal service to qualify for GS-07 level. Specialized experience is defined as experience that equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the Lead Medical Support Assistant. Examples of specialized experience include: Coordinates with the patient care team to review clinic appointment availability; schedules, cancels, re-schedules patient's appointments and/or consults; participating in team huddles and team meetings to manage and plan patient care; and communicates and treats customers (i.e., patients, visitors, volunteers, and all VA Healthcare System staff) in a courteous, tactful, and respectful manner. Demonstrated Knowledge, Skills, and Abilities (KSA's). Candidates 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 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-07. Physical Requirements: The work is mostly sedentary. It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects. The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting. 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 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. 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/.