LEAD MEDICAL SUPPORT ASSISTANT Position Available In Wake, North Carolina

LEAD MEDICAL SUPPORT ASSISTANT

Department of Veterans Affairs Veterans Health Administrion Veterans Health Administrion Summary The Lead MSA is responsible for assuring coverage for all areas of assignments, equally distributing workload, and answering questions for lower graded staff reling to healthcare services in an inpient or outpient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Overview Accepting applicions Open & closing des 04/24/2025 to 05/02/2025 This job will close when we have received 50 applicions which may be sooner than the closing de. Salary $53,608 – $69,688 per year Pay scale & grade GS 6 Locion Many vacancies in the following locion: Garner, NC Remote job No Telework eligible No Travel Required Not required Relocion expenses reimbursed No Appointment type Permanent Work schedule Full-time Service Competitive Promotion potential None Job family (Series) Supervisory stus No Security clearance Drug test No Position sensitivity and risk Trust determinion process Financial disclosure Bargaining unit stus Announcement number

CBTA-12727298-25-NFG

Control number 835866100 This job is open to The public U.S. Citizens, Nionals or those who owe allegiance to the U.S. Clarificion from the agency This position is open to the PUBLIC. Videos Duties The duties include but are not limited to: Assuring coverage of all areas of responsibility; Conducting ongoing reviews to ensure quality of work; Ensuring accure and timely scheduling of appointments; Providing guidance to staff members, to include changes in policies and procedures; Distributing and balancing workload; Creing and maintaining employee work schedules; Orienting and providing on-the-job training for new and current employees; Ensuring all training requirements are met; organizing the work structure of his/her assigned areas; Acting as a liaison between MSA and staff to resolve day to day conflicts. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrive independence, complexity (difficulty), and range of variety as described in this standard the specified grade level and be performed by the incumbent least 25% of the time The Lead MSA is responsible for assuring coverage for all areas of assignments; equally distributing workload; assisting with conducting reviews to ensure the quality of work performed meets guidelines and assists with resolving all day-to-day issues/conflicts th may The Lead MSA works collaborively in an interdisciplinary coordined care delivery model and performs receptionist duties, customer service and other duties assigned for the proper and timely trement of pients and maintains appointment schedules for one or more outpient clinics. The incumbent must assist with clinic access contingency plans by adjusting appointment times, locion, or des as well as shift pients to other healthcare providers as conflict with staffing and/or coverage occurs. The Lead MSA may be required to serve on more than one PACT or in more than one Specialty Clinic area or rote in any MSA area. The Lead MSA supports pient safety standards using the correct Veterans Affairs identificion of all pients using two forms of identificion, name, and full Social Security Number. The pient may also present the Veterans Health Identificion Card (VHIC) for identificion. The Lead MSA must use each interaction with the pient to valide and upde pient demographic informion, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact pient by phone due to incorrect number. The Lead MSA explains the VA’s mande to collect insurance informion to veterans, their families, and other eligible pients. The incumbent collects, scans, and updes health insurance informion serving a major role in the revenue process. The incumbent(s) contributes to the revenue collection process by identifying pients with third party insurance. Promotes veteran registrion for and utilizion of My HealtheVet (MHV). The Lead MSA may also be required to train other MSA levels on scheduling, Insurance Capture Buffer (ICB), scanning, pient movements, da management, call responsiveness, decedent affairs and health benefits processes. All other duties as assigned. As front-line contact with pients and staff, the Lead MSA sets the tone for perception concerning quality of healthcare services the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustred with the administrive process associed with diagnosis and trement. The Lead MSA displays a caring, compassione, and sensitive interaction when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent(s) will ensure th all necessary health/administrive informion are integred into Computerized Pient Record System (CPRS) by sending the documents to the scanning unit or performing the function within their area. The Lead MSA asked to train other MSA levels on the process. lncumbent(s) must screen/receive phone calls in a courteous and timely manner, determine the nure of requests and provide the informion desired using privacy rules and established clinic processes.

Work Schedule :

Monday- Friday 8:00am – 4:30pm

Telework :

Not Available Functional Stement # : 370722 Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registrion is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probionary period. Subject to background/security investigion. Selected applicants required to complete an online onboarding process. Acceptable form(s) of identificion 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 ste-issued dentificion cards th are not REAL ID compliant cannot be utilized as an acceptable form of identificion for employment. Must pass pre-employment physical examinion. Participion in the seasonal influenza vaccinion program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualificions Applicants pending the completion of educional or certificion/licensure requirements may be referred and tentively selected but may not be hired until all requirements are met.

Basic Requirements :

Citizenship. Citizen of the United Stes. (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.) b. Experience and Educion. (1) Experience. Six months experience of clerical, office, [customer service], or other [administrive] work th indices the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, (2) Educion. One year above high school; OR, (3) Experience/Educion Combinion. Equivalent combinion of experience and educion are qualifying for entry level for which both educion and experience are acceptable. c. Certificion. None required. d. Grandfhering Provision. All MSAs employed in VHA in this occupion on the effective de of this qualificion standard are considered to have met all qualificion requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupion. For employees who do not meet all the basic requirements required in this standard, but who met the qualificions applicable to the position 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 occupion. (2) Employees who are appointed on a temporary basis prior to the effective de of the qualificion 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 stus under this provision leaves the occupion, the employee loses protected stus and must meet the full VA qualificion standard requirements in effect the time of reentry to the occupion. e. Foreign Educion. To be creditable, educion completed outside the U.S. must have been submitted to a prive organizion th specializes in the interpretion of foreign educional credentials and such educion must have been deemed least equivalent to th gained in conventional U.S. programs. f. Physical Requirements. 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.

GRADE REQUIREMENTS.

Creditable Experience 1. Knowledge of MSA Practices. To be creditable, the experience must have demonstred the knowledge, skills, and abilities (KSAs) associed with current MSA responsibilities [or an equivalent administrive pient support role in a non-VA medical inpient or outpient setting]. Experience sisfying this requirement may be paid/non-paid employment as [an] MSA or [an equivalent position in a non-VA hospital or clinic setting]. 2.Quality of Experience. Qualifying experience must be a level comparable to MSA experience [or equivalent administrive clinical support role in a non-VA medical inpient or outpient setting] the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrive independence, complexity (difficulty), and a range of [varieties] as described in this standard, the specified grade level and be performed by the incumbent least 25% of the time. 3. Part-Time Experience. Part-time experience as [an MSA or equivalent administrive pient support in] a [non-VA medical inpient or outpient setting] is creditable according to its relionship to the full-time workweek. For example, [an] MSA employed 20 hours a week, or on a 1/2-time basis, would receive [one] full-time workweek of credit for each [two] weeks of service. Demonstred Knowledge, Skills, and Abilities. Candides must demonstre [all of] the KSAs below: i. [Advanced knowledge of medical terminology and a wide range of clinical flow processes reling to access to care across multiple clinics, specialties, and/or community resources. ii. Ability to utilize numerous advanced pient systems in support of multiple clinics in an interdisciplinary setting. iii. Ability to organize work, set priorities, and delege tasks/responsibilities in order to meet deadlines. iv. Skill in communicing with individuals to obtain the desired effect [and coordining with a variety of interdisciplinary care team staff]. v. Ability to provide staff development and training vi. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and pient needs. This includes the ability to follow-up on pending issues and demonstre an understanding of the impact of incomplete work across multiple clinics. May qualify based on being covered by the Grandfhering Provision as described in the VA Qualificion Standard for this occupion (only applicable to current VHA employees who are in this occupion and meet the criteria).

Grade Determinions :

Time-In-Grade Requirement:

Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing de of this announcement. For a GS-6 position you must have served 52 weeks the GS-5. The grade may have been in any occupion, but must have been held in the Federal service. An SF-50 th shows your time-in-grade eligibility must be submitted with your applicion merials. If the most recent SF-50 has an effective de within the past year, it may not clearly demonstre you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 th clearly demonstres one-year time-in-grade.

Note:

Time-In-Grade requirements also apply to former Federal employees applying for reinstement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. Do you meet this requirement?

Reference:

For more informion on this qualificion standard, please . The full performance level of this vacancy is GS-6.

Physical Requirements:

T he work is for the most part, sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, books, small parts; or driving an automobile, etc. No special physical demands are required to perform the work.

Educion Note:

Only educion or degrees recognized by the U.S. Department of Educion from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your educion here: . If you are using foreign educion to meet qualificion requirements, you must send a Certifice of Foreign Equivalency with your transcript in order to receive credit for th educion. For further informion, : . Additional informion Receiving Service Credit or Earning Annual (Vacion)

Leave:

Federal Employees earn annual leave a re (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 re which they earn annual leave. Such credit must be requested and approved prior to the appointment de and is not guaranteed. During the applicion 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 applicion for this announcement, nor does it guarantee further considerion 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 stus. VA encourages persons with disabilities to apply. The health-reled 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 alterne 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 tentive job offer. For more informion about the Act and the complaint process, . Benefits 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 th are designed to make your federal career very rewarding. Opens in a new window . 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 informion on the specific benefits offered. How You Will Be Evalued You evalued for this job based on how well you meet the qualificions above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Your applicion, resume, C.V., and/or supporting documention verified. Please follow all instructions carefully. Errors or omissions may affect considerion for employment. Experience refers to paid and unpaid experience, including volunteer work done through Nional Service programs (e.g., Peace Corps, AmeriCorps) and other organizions (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 th transles 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 informion provided by a candide (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candide’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 th have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members :

Please the site for career-search tools for Veterans seeking employment VA, career development services for our existing Veterans, and coaching and reintegrion support for military service members. Benefits 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 th are designed to make your federal career very rewarding. Opens in a new window . 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 informion on the specific benefits offered. Required Documents As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have – whether you’re a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you’re eligible under their policies. To apply for this position, you must provide a complete Applicion Package which includes: Resume The following documents are accepted, and may be required if applicable to your eligibility and/or qualificions for this position. Please ensure you have included all documents required for your applicion, such as a copy of your transcript (if using educion to qualify), SF-50’s (current/former Federal employees), etc. Cover Letter DD-214/ Stement of Service Disability Letter (Schedule A) Disability Letter (VA) License Miscellaneous PCS Orders Performance Appraisal Professional Certificion Resume Separion Notice (RIF) SF-15 SF-50/

Notificion of Personnel Action Transcript Veterans’ Preference:

When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows des and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documention reled to your active duty service which reflects the des of service, character of service (honorable, general, etc.), and des of impending separion. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 “Applicion for 10 Point Veteran Preference” with required proof as sted on the form. Documention is required to award preference. For more informion on Veterans’ Preference, please . Veterans’ preference does not apply for internal or other current permanent Federal agency employees. If you are relying on your educion to meet qualificion requirements: Educion must be accredited by an accrediting institution recognized by the U.S. Department of Educion in order for it to be credited towards qualificions. Therefore, provide only the tendance and/or degrees from . Failure to provide all of the required informion as sted in this vacancy announcement may result in an ineligible ring or may affect the overall ring. How to Apply All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documention specified in the Required Documents section below. The complete applicion package must be submitted by 11:59 PM (ET) on 05/02/2025 to receive considerion. To preview the questionnaire click . To begin, click Apply Online to cree 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 occupional questionnaire. Click Submit My Answers to submit your applicion package.

NOTE:

It is your responsibility to ensure your responses and approprie documention is submitted prior to the closing de. Agency contact informion Neshe Gaines Phone Address Durham VA Medical Center 508 Fulton Street Durham, NC 27705 US Next steps Once your online applicion is submitted you will receive a confirmion notificion by email. After we receive applicion packages (including all required documents) and the vacancy announcement closes, we will review applicions to ensure qualificion and eligibility requirements are met. After the review is complete, a referral certifice(s) is issued and applicants notified of their stus by email. Referred applicants notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notificion once a selection decision has been made. You may check the stus of your applicion any time by logging into your USA Jobs account and clicking on Applicions. Informion regarding your applicion stus can be found in the .

NOTE:

Participion 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 th all HCP to receive annual seasonal influenza vaccinion or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccinion has been granted. HCP in violion 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 locions or who come into contact with VA pients or other HCP as part of their duties. VHA locions include, but are not limited to, VA hospitals and associed clinics, community living centers (CLCs), community-based outpient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrive, remote and onsite, paid and without compension, 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 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 pients outside VA medical facilities. Fair and Transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. Required Documents To apply for this position, you must provide a complete Applicion Package which includes: Resume The following documents are accepted, and may be required if applicable to your eligibility and/or qualificions for this position. Please ensure you have included all documents required for your applicion, such as a copy of your transcript (if using educion to qualify), SF-50’s (current/former Federal employees), etc. Cover Letter DD-214/ Stement of Service Disability Letter (Schedule A) Disability Letter (VA) License Miscellaneous PCS Orders Performance Appraisal Professional Certificion Resume Separion Notice (RIF) SF-15 SF-50/

Notificion of Personnel Action Transcript Veterans’ Preference:

When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows des and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documention reled to your active duty service which reflects the des of service, character of service (honorable, general, etc.), and des of impending separion. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 “Applicion for 10 Point Veteran Preference” with required proof as sted on the form. Documention is required to award preference. For more informion on Veterans’ Preference, please . Veterans’ preference does not apply for internal or other current permanent Federal agency employees. If you are relying on your educion to meet qualificion requirements: Educion must be accredited by an accrediting institution recognized by the U.S. Department of Educion in order for it to be credited towards qualificions. Therefore, provide only the tendance and/or degrees from . Failure to provide all of the required informion as sted in this vacancy announcement may result in an ineligible ring or may affect the overall ring. How to Apply All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documention specified in the Required Documents section below. The complete applicion package must be submitted by 11:59 PM (ET) on 05/02/2025 to receive considerion. To preview the questionnaire click . To begin, click Apply Online to cree 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 occupional questionnaire. Click Submit My Answers to submit your applicion package.

NOTE:

It is your responsibility to ensure your responses and approprie documention is submitted prior to the closing de. Agency contact informion Neshe Gaines Phone Address Durham VA Medical Center 508 Fulton Street Durham, NC 27705 US Next steps Once your online applicion is submitted you will receive a confirmion notificion by email. After we receive applicion packages (including all required documents) and the vacancy announcement closes, we will review applicions to ensure qualificion and eligibility requirements are met. After the review is complete, a referral certifice(s) is issued and applicants notified of their stus by email. Referred applicants notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notificion once a selection decision has been made. You may check the stus of your applicion any time by logging into your USA Jobs account and clicking on Applicions. Informion regarding your applicion stus can be found in the .

NOTE:

Participion 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 th all HCP to receive annual seasonal influenza vaccinion or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccinion has been granted. HCP in violion 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 locions or who come into contact with VA pients or other HCP as part of their duties. VHA locions include, but are not limited to, VA hospitals and associed clinics, community living centers (CLCs), community-based outpient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrive, remote and onsite, paid and without compension, 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 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 pients outside VA medical facilities. Fair & Transparent The Federal hiring process is set up to be fair and transparent. Please read the following guidance. Overview Accepting applicions Open & closing des 04/24/2025 to 05/02/2025 This job will close when we have received 50 applicions which may be sooner than the closing de. Salary $53,608 – $69,688 per year Pay scale & grade GS 6 Locion Many vacancies in the following locion: Garner, NC Remote job No Telework eligible No Travel Required Not required Relocion expenses reimbursed No Appointment type Permanent Work schedule Full-time Service Competitive Promotion potential None Job family (Series) Supervisory stus No Security clearance Drug test No Position sensitivity and risk Trust determinion process Financial disclosure Bargaining unit stus Announcement number

CBTA-12727298-25-NFG

Control number 835866100 ., .