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Summary The Lead Medical Support Assistant assigned to the Neurology department will report directly to the Neurology MSA Supervisor and Service Chief. They will provide administrative support to General Neurology, Sleep, Epilepsy Center (ECOE), Movement Disorders (PADRECC), and Headache Center (HCOE) within the Richmond VA Medical Center. Responsibilities The Lead AMSA performs a variety of administrative functions associated with the scheduling of patient care for the Neurology program at VA Medical Center. The incumbent oversees the status of work for all lower grade MSA positions working in the various clinical services and makes day-to-day adjustments in accordance with established priorities. Duties include but not limited to: Provides educational sessions to train new employees in clerical process in an efficient and effective manner to insure that clerical processes, functions and goals are understood and met. Monitors ICB usage ensuring insurance is collected at time of appointments and captured appropriately by the incumbent and other scheduling staff. Assist with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report; supports clinics regarding utilization and clinic profile management i.e. set-up of clinic grids, cancel and restore clinics. Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. Prepares correspondence and memos as needed. Promotes Veteran registration for and utilization of MyHealthyVet (MHV). Stocks basic office supplies for the executive suite. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately. Conducts ongoing audits to ensure quality of work for accurate and timely scheduling of appointments. Utilizes various Microsoft Office programs to gather, analyze and report data. Utilizes BMS, VistA, VSE, CPRS, ICB Scanners, Vet-link, VAR and MHV. Responsible for protecting patient information for unauthorized release, loss, alteration, or unauthorized deletion and the following applicable regulations, instructions, and security agreements regarding access to computerized files and protection of access codes Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: Monday through Friday, 730AM- 4:00PM Telework: Not available Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required 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 trial 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). Qualifications Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. Experience and Education. (1) Experience. Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations: Lead Medical Support Assistant, GS-7 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). Experience: One year of experience equivalent to the GS-6 grade level. Perform Assignment. The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. AND; Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: i. 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. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. v. Ability to provide staff development and training. 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: Work is mostly sedentary but may require some standing, walking, bending, twisting and stair climbing. Education No education substitution. 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.