The Lead Medical Support Assistant (LMSA) works as a scheduler on the Referral Coordination Team, helping veterans schedule appointments either within the VA or with community providers. They manage referrals, coordinate care across different specialties, and ensure appointments are set up in a timely manner based on each veteran s needs and eligibility. The LMSA communicates regularly with healthcare staff, providers, and patients, often by phone or computer.
Major duties: The RCT Lead Medical Support Assistant (MSA) coordinates and collaborates with the referral coordination team, facility community care program, Patient Aligned Care Teams (PACT), specialty care clinicians, and other VA and non-VA staff to ensure accessible, timely care for veterans. This role involves interpreting and verifying provider orders in accordance with VHA national scheduling guidelines to schedule, cancel, and reschedule consult appointments, while accurately maintaining consult tracking by updating statuses throughout the process.
The Lead MSA manages appointment scheduling and worklists, explores alternative care options such as virtual, community, or interfacility care when capacity is limited, and determines community care eligibility using tools like the Decision Support Tool (DST). They ensure efficient use of clinic availability by filling open slots, combining appointments for patient convenience, and documenting all scheduling attempts and patient preferences in the electronic medical record.
The position requires monitoring specialty consults to ensure timely completion, utilizing systems such as Computerized Patient Record System (CPRS), Veterans Health Information Systems and Technology Architecture (VistA), Consult Tracking Manager(CTM) , Integrated scheduling solutions (IS S ), Health Share Referral Manager (HSRM), and other VA software to manage data, and maintaining knowledge of medical terminology and VA processes.
The Lead MSA participates in team huddles and care planning, communicates effectively with staff and veterans, explains care processes and eligibility requirements, and adapts to scheduling challenges by adjusting appointments or reassigning patients as needed. Additionally, the role requires strict adherence to confidentiality regulations, including HIPAA, the Privacy Act, FOIA, and other applicable laws, while promoting quality healthcare, excellent customer service, and a veteran-centered care environment.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: M-F 08:00-4:30pm Telework:Yes - as determined by the agency policy. Virtual: This is not a virtual position. Functional Statement #: 62080F 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. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
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 ex