Lead Medical Support Assistant

This position is located within the Surgical & Specialty Care ICC at the St. Cloud VA Health Care System. This position will provide advanced administrative support to clinical staff members and Veterans, in addition to overseeing the daily clerical functions of the scheduling of all Surgical & Specialty Care areas.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Functions or Scope of Assigned Duties: Manages appointment scheduling, cancellations, re-scheduling, and no-show documentation following VA policies. Acts as liaison among Veterans, clinical staff, and external agencies, ensuring effective communication. Handles front desk duties, answers calls, and responds to inquiries via multiple communication systems. Maintains and secures medical records, verifies demographic and insurance data, and facilitates transfer of records. Supports clinical flow by coordinating pre-appointment requirements and monitoring clinic schedules. Trains new staff, assesses workload, and recommends process improvements. Coordinates emergency and non-emergency transfers, ensuring timely and accurate documentation. Uses various software systems including VISTA, CPRS and secure messaging platforms. Prepares reports, agendas, and minutes for team meetings, supporting Veteran care planning. Ensures compliance with HIPAA, VA policies, and safety protocols. Monitors clinic utilization, appointment accuracy, and resource use. Assists with outreach, community resources, and clinic operational adjustments. Manages workload, assigns tasks, and ensures deadlines are met. Acts as a mentor and trainer for MSA staff, providing guidance on communication and clerical procedures. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Ad-Hoc Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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. 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/.