Lead Medical Support Assistant

Summary

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This position is located in the Health Administration Service at the Lebanon VAMC, Lebanon, Pennsylvania.

Learn more about this agency

This job is open to

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### The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

### Federal employees \- Competitive service

Current federal employees whose agencies follow the U.S. Office of Personnel Management's hiring rules and pay scales.

### Federal employees \- Excepted service

Current federal employees whose agencies have their own hiring rules, pay scales and evaluation criteria.

### Clarification from the agency

First area of consideration is open to current, permanent Lebanon VA Employees. Second area of consideration is current, permanent Veterans Health Administration Employees. Open to the Public. NOTE: The 2\-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Duties

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The Lead MSA is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, maintains efficient workflow and creates a positive work environment.

Duties include but are not limited to:

• 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.
• 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, MSA staff, patients and other interdisciplinary staff to resolve day to day conflicts.
• Provides comprehensive, detailed, on the job training to all new clinic personnel in the clinic unit area.
• Monitors and typically schedules, cancels, and re\-schedules patients' appointments and/or consults, enters no\-show information, monitors the electronic wait list, prepares for clinic visits, monitors both inpatient and outpatient appointments for areas of responsibility, ensures that encounter forms are completed in order to obtain appropriate workload credit, verifies and updates demographics and insurance information, processes all emergency and non\-emergency transfers to other VA facilities or to private hospitals (where applicable), and performs/facilitates basic eligibility.
• Demonstrates courtesy and Professionalism.
• Identifies Customers' Concerns.
• Operates Computerized Programs. Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with written and verbal information, per HIPAA requirements.
• Applies knowledge of Medical Terminology. In the particular clinical service area supported, demonstrates basic knowledge of the associated medical terminology sufficient to be able to communicate effectively with both professional and non\- professional employees in a variety of occupations and at various levels of responsibility.
• Works Independently. Works in a proficient and self\-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work.
• Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor.

Work Schedule: 7:30am \- 4:00pm Monday\-Friday

Compressed/Flexible:Not Authorized

Recruitment Incentive (Sign\-on Bonus): Not Authorized

Permanent Change of Station (PCS): Not Authorized

Telework: Not authorized

Virtual: This is not a virtual position

Pay: Competitive salary and regular salary increases.Total\-Rewards\-of\-an\-Allied\-Health\-VA\-Career\-Brochure.pdf

Paid Time Off: 37\-50 days of annual paid time offer per year (13\-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Selected applicants may qualify for credit toward annual leave accrual, based on prior \[work experience] or military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416\.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA

Insurance: Federal health/vision/dental/term life/long\-term care (many federal insurance programs can be carried into retirement)

Functional Statement \#: 595\-04319\-F

Requirements

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### 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.
• 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.

### Qualifications

Basic Requirements:

Citizenship: United States Citizenship: Non\-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

Experience and Education:

* 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,

* Education. One year above high school; OR,

* Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English.

Certification: None required

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.

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:(1\) Such employees may be reassigned, promoted, or \[changed to a lower grade] within the occupation.(2\) 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.(3\) 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: In addition to the basic requirements listed above, the following education and experience criteria must be met when determining the grade of candidates:

Lead Medical Support Assistant, GS\-7 Experience. One year of experience equivalent to the next lower grade level

(GS\-6\). 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.

Demonstrated Knowledge, Skills, and Abilities (KSAs). 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.

References: VA Handbook 5005, Part II, Appendix G45 (VHA Medical Support Assistant Qualification Standard). 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 performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g. files, records, etc.)

### Education

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/.

### Additional information

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.

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.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full\-time, part\-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How you will be evaluated

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You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre\-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career\-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Required Documents

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To apply for this position, you must provide a complete Application Package which includes:

• Resume

Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp\-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one\-page document does not need to be modified and must be uploaded into the two\-page restricted 'Resume' document upload field.

Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF\-50's (current/former Federal employees), etc.

• Cover Letter
• DD\-214/ Statement of Service
• Disability Letter (VA)
• License
• Other (1\)
• Performance Appraisal
• Professional Certification
• Resume
• SF\-50/ Notification of Personnel Action
• Transcript

### If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

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All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 05/12/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12948929\.

• To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
• Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

### Agency contact information

Emily Mattson

Email

Emily.Mattson2@va.gov

Address

Lebanon VA Medical Center

1700 South Lincoln Avenue

Lebanon, PA 17042

US### Next steps

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community\-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA\-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full\- and part\-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home\-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

Overview

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Accepting applications

Open \& closing dates

05/05/2026 to 05/12/2026

Salary

$53,676 \- $69,780 per year

Pay scale \& grade

GS 7

Location

1 vacancy in the following location:

Lebanon, PA

Remote job

No

Telework eligible

No

Travel Required

Not required

Relocation expenses reimbursed

No

Appointment type

Permanent

Work schedule

Full\-time

Service

Excepted

Promotion potential

None

Job family (Series)

• 0679 Medical Support Assistance

Supervisory status

No

Security clearance

Not Required

Drug test

No

Position sensitivity and risk

Non\-sensitive (NS)/Low Risk

Trust determination process

• Credentialing
• Suitability/Fitness

Financial disclosure

No

Bargaining unit status

No

Announcement number

CBSZ\-12948929\-26\-EM

Control number

867916100