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Lead Medical Support Assistant
Veterans Health Administration · Posted 9 days ago
On-site Togus, ME $59K – $78K Apply by Jun 16, 2026 Medical Support Assistance ESFJESTJISFJISTJ Customer Success
Apply for this job → About the Role
This position is located in National CARDIO-VET Network, an enterprise-wide rural cardiology access program housed in VISN 10. The Lead Medical Support Assistant (MSA) is responsible for the coordination of Advanced MSA (AMSA) assignments within the CARDIO-VET contact center, an emerging unit with CARDIO-VET AMSAs that provides scheduling support for all CARDIO-VET locations.
What You'll Do
- →VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo 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 the CARDIO-VET contact center.
- →The Lead assists CARDIO-VET 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.
- →Assignments include ensuring timely and accurate appointment scheduling; providing guidance on policy or workflow changes; onboarding and training new staff; organizing workload; and serving as liaison among MSAs, providers, rural clinics, and interdisciplinary teams to resolve day-to-day operational issues.
- →The Lead MSA supports coordinated care delivery, maintains high-quality customer service, and ensures processes meet established standards across the rural cardiovascular network.
- →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.
- →Duties require administrative independence, strong organizational skills, and the ability to manage complex workflows across multiple sites.
- →Specific Duties: Any specific duties pertaining to the service or unit are listed below, but not limited to: Demonstrates Courtesy and Professionalism: As frontline contact with patients and staff.
- →A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
- →Meets, Communicates, and Interacts: Demonstrates ability to meet, communicate, and interact with such programs and databases to make appointments in a clinical setting.
- →Employee Education: Complies with Employee Education requirements by completing mandatory annual assignments through the TMS.
- →Reports Issues and System Barriers: Prepares and submits routine summaries of contact center activity, noting patterns such as increased volume, high abandonment rates, or repeated patient access concerns.
- →Coordinates Rural Cardiovascular Workflows: Ensures MSAs are trained and competent in managing the complexities of rural cardiovascular scheduling, including tele-cardiology, mobile services, outreach clinics, and community-based testing.
- →Ensures Cross-Functional Collaboration: Acts as liaison between scheduling staff, cardiology clinical teams, and interdisciplinary partners to resolve day-to-day issues, clarify processes, and improve workflow efficiency.
Requirements
- ✓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.
- ✓Must pass pre-employment physical examination.
- ✓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.
Personality Fit
Job ID: 85ba608e-8b89-4ca9-bf60-8c22229164f5
Posted via USAJobs