Lead Medical Support Assistant

Summary

The incumbent serves as a Lead Medical Support Assistant (MSA) under the Department of Surgery at the San Francisco Veterans Affairs Health Care System. Acts as the facilitator and administrative coordinator under Surgical Service and works closely with the other surgical MSA, Section Chief, chief/senior residents, and other surgical staff to maintain smooth workflow by addressing deficiencies as needed.

May be required to act as a ‘float’ to assist with unit coverage.

Duties

VA Careers – Medical Support Assistant:

• https://youtube.com/embed/EE9c4XkaELo Major Duties: Assists with the coordination of patients and follows them through their first clinic appointment to their post-operative appointments, making sure that any patient issues or problems are identified and resolved at the surgical subspecialty level, although a multidisciplinary approach may be needed.
• Provides knowledge of all VAMC programs, policies, directives, resources, and processing requirements for surgery, thereby offering continuity of patient care to the respective specialty.
• Serves as a multi-skilled person dedicated to patient care management of their assigned specialty by promoting patient flow and administrative efficiency in both the inpatient and outpatient setting.
• Takes calls from outside medical providers concerning referrals and transfers that would otherwise create complex coordination of encounters for patient and professional health providers.
• Ensures consults are received and addressed in a timely manner and to prioritize making clinic appointments based on the severity of the case and the order of patient acknowledged.
• Example: routine consults are scheduled within a month of receiving unless patient circumstances prevent a visit.
• Works with the surgical teams to arrange transportation, accommodations, and medical notices to the patient’s employers, accomplished by completing and filling disability and leave of absence paperwork for California State and Medicare.
• Composes personalized letters requested by patients and obtains appropriate physician verification and signatures of highest importance that are urgent or stat consults.
• These are usually placed through email or phone by outside medical providers.
• Communicates effectively and articulates complex materials.
• Sustains high responsibilities by orchestrating emergent patient intake or a clinic visit with a 7-10 day time frame.
• Acts as the patients’ primary advocate, updating and reassuring patients through the surgical scheduling process that may overload the subordinate team leaders or supervisors.
• Receives a high volume of calls from patients and effectively triages to appropriate providers.
• Interacts frequently with cardiology, radiology, ultrasound, pulmonary, social work, dentistry, physical therapy, and medical practice.
• Organizes set booking times with specific services midweek when patients are most likely to be at SFVA for clinic.
• Regulates bed control by communicating with the sub specialty MSAs, social workers, admissions office and medical teams and reporting to the Supervisory MSA.
• Coordinates coverage with consult scheduling, surgical scheduling, and ensures phone coverage while other MSA’s are on leave.
• Helps with issues pertaining to the Surgical Package, delinquent op reports, discharge summaries and patient encounters.
• Addresses patient concerns and complaints through working with the SFVA patient advocate and in some cases may report findings to the AO of Surgical Service.
• Work Schedule: 8:00am-4:30pm or as determined by supervisor Telework: Not available Virtual: This is not a virtual position.
• Functional Statement #: 08126F Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized

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.
• 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.

Education

There is no education substitution at the GS-07 grade level.

How You Will Be Evaluated

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.

You will be assessed on the following Competencies for this position: 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

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 (Schedule A) Disability Letter (VA) Other (1)
• Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action 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 dates 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 documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation.
• Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 “Application for 10 Point Veteran Preference” with required proof as stated on the form.
• Documentation is required to award preference.
• For more information on Veterans’ Preference, please visit Feds Hire Vets – Veterans – Job Seekers – Veterans’ Preference.
• Veterans’ preference does not apply for internal or other current permanent Federal agency employees.