Lead Medical Support Assistant Opportunity with the VA Northeast Ohio Healthcare System

Are you a dedicated and experienced administrative professional looking to make a significant contribution to the lives of our nation's Veterans? The Department of Veterans Affairs, Veterans Health Administration, is seeking a qualified individual to fill the role of Lead Medical Support Assistant at the VA Northeast Ohio Healthcare System in Cleveland, Ohio. This is a vital position within the Patient Care Administrative Services/Ambulatory Care & Processing (AC&P) department, offering a competitive salary and the chance to lead and inspire a team dedicated to excellence in healthcare support. If you are passionate about serving Veterans and possess strong leadership and organizational skills, this opportunity might be the perfect fit for your career aspirations.

About the Department of Veterans Affairs

The Department of Veterans Affairs (VA) is the largest integrated health care system in the United States, dedicated to fulfilling President Lincoln's promise to care for those who have served in the nation's military and for their families, caregivers, and survivors. The VA Northeast Ohio Healthcare System, part of the Veterans Health Administration (VHA), is committed to providing comprehensive, seamless health care and social services to over 124,000 Veterans across Northeast Ohio. With a tertiary medical center and multiple clinics and facilities, the system is a hub for quality care, medical education, and research. The VHA's mission is to honor America's Veterans by providing exceptional health care that improves their health and well-being through a Whole Health System of care.

Job Responsibilities

As a Lead Medical Support Assistant, you will be instrumental in ensuring the smooth operation of administrative functions within Access Management & Care Coordination (AM&CC). Your responsibilities will encompass a broad range of critical tasks, including:

• Supervision and Guidance: Providing leadership and direction to staff members, including distributing and balancing workload, and ensuring adherence to policies and procedures.
• Quality Assurance: Conducting ongoing reviews of work to maintain high standards of quality and accuracy.
• Appointment Management: Ensuring the accurate and timely scheduling, rescheduling, and cancellation of patient appointments.
• Training and Development: Orienting and providing on-the-job training for new and existing employees, ensuring all training requirements are met.
• Work Organization: Organizing the work structure of assigned areas, planning and managing tasks with general supervisory assistance.
• Reporting and Problem Solving: Identifying and reporting backlogs, difficulties in meeting deadlines, staff conflicts, or challenges in obtaining information from clinicians or records. You will independently handle most issues, referring only non-routine or highly technical problems to your supervisor.
• Communication: Routinely communicating with physicians, case managers, and other healthcare professionals using strong interpersonal skills, while always maintaining the confidentiality of sensitive information.
• Decision Making: Working independently to make decisions based on established guidelines, precedents, and regulations.
• Performance Monitoring: Ensuring all training requirements are met and reporting on team performance and development needs.

Requirements

To be considered for this Lead Medical Support Assistant position, candidates must meet the following essential requirements:

• U.S. Citizenship: Applicants must be U.S. citizens. Non-citizens may be considered only if qualified U.S. citizens cannot be recruited, per VA policy.
• English Proficiency: Must be proficient in both written and spoken English.
• Background Investigation: Successful completion of a background and security investigation is mandatory.
• Onboarding: Selected individuals will undergo an online onboarding process.
• Identification: Acceptable forms of identification are required for pre-employment processing. Note that certain identification documents, such as non-REAL ID compliant driver's licenses, will not be accepted after May 7, 2025.
• Influenza Vaccination: Participation in the seasonal influenza vaccination program is a mandatory requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Application Completion: All requirements detailed in the 'Required Documents' section of the announcement must be met.
• Trial Period: A one or two-year trial period will be established to evaluate the employee's fitness and whether their continued employment advances the public interest.

Basic Requirements (Experience & Education)

• Experience: Six months of experience in clerical, customer service, or other administrative work that demonstrates the ability to perform the duties of the position.
• Education: One year of education above high school.
• Combination: An equivalent combination of relevant experience and education is also acceptable.

Grade Determinations (GS-07)

To qualify for the GS-07 level, applicants must possess one year of specialized experience equivalent to the GS-06 level. This specialized experience includes:

• Experience in Community Care.
• Implementing national programs like Veterans Choice and/or the VA Mission Act.
• Working with Third Party Administrators.
• Scheduling, canceling, and rescheduling patient appointments and/or consults.
• Collaborating within an interdisciplinary coordinated care delivery model (e.g., Patient Aligned Care Team - PACT).
• Developing effective communication with patients, interdisciplinary teams, VA Medical Centers, and other agencies.
• Participating in team huddles and meetings to manage patient care.
• Setting priorities, adjusting workflow, and reinforcing care plans.
• Documenting information in electronic records.

Knowledge, Skills, and Abilities (KSAs)

Candidates must demonstrate:

• Advanced knowledge of medical terminology and clinical flow processes.
• Ability to use various advanced patient systems in a multi-clinic setting.
• Skill in organizing work, prioritizing tasks, and delegating responsibilities.
• Proficiency in communication and coordination with interdisciplinary care staff.
• Capability to provide staff development and training.
• Ability to manage staffing, workflow priorities, and adjust work sequences to meet demands.

Salary Overview

The annual salary for this Lead Medical Support Assistant position ranges from $52,688 to $68,496 per year. The specific starting salary will be determined based on the applicant's qualifications and experience, within the established government pay scale.

Benefits

The Department of Veterans Affairs offers a comprehensive benefits package designed to support the well-being and professional growth of its employees. While specific benefits can vary, typical offerings include:

• Health Insurance: Federal Employees Health Benefits (FEHB) program, offering a wide choice of health plans.
• Retirement Plan: Federal Employees Retirement System (FERS) and Thrift Savings Plan (TSP) for long-term financial security.
• Paid Time Off: Generous annual leave (vacation), sick leave, and federal holidays.
• Life Insurance: Federal Employees' Group Life Insurance (FEGLI).
• Training and Development: Opportunities for professional development, continuing education, and career advancement.
• Work-Life Balance: Programs and policies aimed at supporting a healthy balance between work and personal life.

VA Healthcare System Benefits

The VA Northeast Ohio Healthcare System, serving Ohio, Indiana, and Michigan, champions a Whole Health System of care. This approach empowers patients to actively manage their health and well-being, focusing on personalized health plans, healing relationships, and community connections.

Application Steps

To apply for this Lead Medical Support Assistant position, please follow these instructions carefully:

1. Read the Announcement: Thoroughly review the entire job announcement and all instructions before starting your application.
2. Create/Log In to USAJOBS: Visit USAJOBS.gov and either create a new account or log in to your existing account.
3. Build Your Application: Select your USA JOBS resume and upload any other required supporting documents.
4. Complete the Questionnaire: Answer all questions in the application questionnaire accurately and completely.
5. Submit Application: Click the 'Submit Application' button before the closing date of August 19, 2026, at 11:59 PM Eastern Time.
6. USA Hire Assessments: If required, you will receive notifications regarding USA Hire Assessments. Follow the provided link and instructions to complete these within the specified deadline.
7. Request Accommodations: If you require testing accommodations due to a disability, request them before starting the assessments.
8. Update Application: During the open period of the announcement, you can update your application and supporting documents by logging back into your USAJOBS account and selecting 'Edit my application'.

Application Tips

• Be Thorough: Ensure your resume and all supporting documents are complete and clearly detail your experience and qualifications. Generic descriptions may not be sufficient.
• Federal Employees: If you are a current federal employee, include your most recent SF-50, and any other relevant SF-50s that demonstrate your status and grade level.
• Veterans: Clearly indicate your veteran status in the questionnaire and provide all necessary documentation (e.g., DD-214) to claim preference points.
• Document Uploads: Pay close attention to the specific document requirements. The announcement may request a specific resume format or additional forms.
• Check Status: Regularly check your USAJOBS account for application status updates and any communications from the hiring agency.
• Proofread: Before submitting, proofread all parts of your application to catch any errors or omissions.

Frequently Asked Questions (FAQs)

Question
What are the basic requirements for this role?
What is the salary range for a Lead Medical Support Assistant?
Is this position eligible for telework or remote work?
What is the grade level for this position?
Can you describe the main duties of this job?
When is the application deadline?
Do I need to have specific medical terminology knowledge?
What kind of experience is considered specialized experience for the GS-07 level?

Answer
You must be a U.S. Citizen, proficient in English, pass a background check, and meet basic education/experience requirements (6 months admin experience or 1 year post-secondary education, or a combination).
The salary ranges from $52,688 to $68,496 annually.
No, this position is not eligible for telework or remote work. It requires on-site presence.
The full performance level for this vacancy is GS-07.
Duties include overseeing administrative operations, scheduling, staff guidance, training, quality assurance, and communication with healthcare teams and patients.
The application period closes on August 19, 2026, at 11:59 PM Eastern Time.
Yes, advanced knowledge of medical terminology and clinical flow processes is a key requirement.
Specialized experience includes work in Community Care, implementing VA programs, working with Third Party Administrators, advanced scheduling, and collaborating within interdisciplinary teams.

The Lead Medical Support Assistant position at the VA Northeast Ohio Healthcare System offers a rewarding career opportunity for individuals passionate about supporting Veterans and contributing to a high-quality healthcare system. With a competitive salary, comprehensive benefits, and the chance to lead and develop a team, this role is ideal for experienced administrative professionals seeking to make a difference. Apply today and join the dedicated team serving America's heroes.