Job Listing
Lead Medical Support Assistant
Veterans Health Administration · Posted 55 days ago
On-site Colorado Springs, CO $58K – $76K Apply by Jul 31, 2026 Medical Support Assistance ESFJESTJISFJISTJ Customer Success
Apply for this job → About the Role
The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. This Lead Medical Support Assistant position is assigned to the Office of Community Care Service of the Eastern Colorado Health Care System. The purpose of this position is to provide face to face customer service regarding Community Care issues related to administrative and financial management support for medical services associated with care in the community.
What You'll Do
- →The Lead MSA plays an integral role in identifying and developing ways to resolve problems with ECHCS administrative and clinical staff on access, customer service, patient flow, and data validation issues.
- →Lead will: Consult & Authorization Management Review active/pending/scheduled Community Care consults for accuracy and disposition using CPRS/VistA/VSE, OCC applications, and the Third-Party Administrator (TPA) portal.
- →Process authorizations promptly and document vendor demographics, authorization details, and billing remarks in applicable OCC systems.
- →Determine legal entitlement for authorized/unauthorized care, Mill Bill, and contract authorizations; compile supporting documentation for supervisory review Customer Support & Liaison Activities Serve as the primary liaison for OCC customer support across ECHCS sites; provide face-to-face assistance and telephone guidance on CITC processes.
- →Utilize PATS-R to address PEL/PAT complaints, respond to Veterans/community providers, and draft written responses; support White House Hotline, Congressional, and other short-notice, high-priority suspenses.
- →Maintain effective communication with Veterans, families, interdisciplinary teams, and external providers; educate providers about shared patients receiving dual VA/community care.
- →Scheduling, Access & Patient Flow Interpret and apply VHA Scheduling Directives; schedule with patient input by phone or in person; manage Electronic Wait List accurately and timely.
- →Coordinate appointments to minimize multiple trips for Veterans; monitor patient workload/scheduling reports for consistency and accurate reporting. o Participate in huddles/meetings with interdisciplinary teams to plan patient flow and resolve access issues.
- →Documentation & Data Quality Enter appropriate information into the patient record; conduct administrative follow-up and problem solving; document complaints and provide resolution updates to leadership.
- →Interpret and apply laws, regulations, directives, and policies related to VA Healthcare Benefits and community care.
- →Team Leadership (Lead MSA Responsibilities) Organize, set priorities, and guide MSAs to meet deadlines, ensuring compliance with established processes and policies; adjust workflow to meet team/patient needs and follow up on pending issues across multiple clinics.
- →Maintain proficiency in the varied and complex duties performed by OCC MSAs; provide training and feedback on clinic procedures as needed.
- →Site Presence & Travel Travel between OCC main office and ECHCS divisions/clinics within a single day, as needed, to support customer-facing liaison functions.
- →Work Schedule: Permanent; Monday - Friday Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases.
Requirements
- ✓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.
- ✓IMPORTANT: If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official transcript with your application.
Benefits
- ★Total Rewards of a Allied Health Professional
Personality Fit
Job ID: 9ed1fac4-4a91-4671-8859-3ccad3745083
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