Clarification from the agency

Open to all US Citizens. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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The primary duties of the Medical Support Assistant may include but are not limited to:

• Works alongside a multidisciplinary team consisting of physicians, nurses, health physicists, nuclear medicine technologists, and diagnostic radiologic technologists to manage the individual imaging modality's daily appointment grid and patient workflow.
• Uses knowledge of equipment capabilities, staff availability, and patient preparation instructions to determine the most efficient us of the daily appointment grid.
• Attempts to schedule imaging appointments adjacent to other medical appointments within the facility to maximize the patient's time and minimize associated travel reimbursement expenses.
• Works with Patient Travel and Accounting staff to ensure medical documentation is complete so that authorized veterans receive appropriate travel pay.
• Referencing MISSION Act rules to determine if patient is eligible to receive care in the community if Imaging Service cannot provide service, excessive clinic appointment wait times, or patient travel time exceeds established standards.
• Runs daily order pending and hold reports within radiology systems (i.e. VISTA Imaging) to determine scheduling priorities.
• Follows Nation Radiology Program Office guidance.
• Contacts patients to schedule, re-schedule, and cancel imaging appointments. Inform the patient of the appointment date/time, location directions, examination preparations.
• Sends appointment reminders, no-show notifications, and appointment scheduling letters to the patient.
• Utilizes MyHealthy Vet computer application to communicate with patient and forward more advanced questions to the imaging technologist, utilization nurse, or professional staff.
• Documents communication interactions in the patient's digital medical records.
• Customer service and professionalism are paramount skills within this duty.
• Works with Imaging Service staff to ensure imaging orders are protocoled by a professional staff member prior to the appointment date.
• Works with Inpatient staff, Emergency Department staff, and Imaging staff to coordinate patient same day appointment based on medical urgency.
• Performs clerical duties within the Imaging Service to include clinic reception, customer service, third party insurance screening & collection (i.e. Insurance Buffer Capture software).
• Uploading and downloading digital images on medical grade CD/DVD.
• Participating in team huddles and process improvement working groups to manage and plan clinic team members.
• Monitors pre-appointment requirements to assure readiness for patient visit/examination (lab work and/or fasting).
• Updates patient demographic data in digital medical records.

Work Schedule: Typically Monday through Friday 8:00 am to 4:30 pm. Subject to change by supervisor to meet facility needs.
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases.
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: 520-02031F
Permanent Change of Station (PCS): Not Authorized

Conditions of employment

• 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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• May be required to complete a pre-employment physical evaluation.
• 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.

Qualifications

Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience and Education.
  • (1) Experience. Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR,
  • (2) Education. One year above high school; OR,
  • (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.

May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Grade Determinations: In addition to the Basic Requirements, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for each grade level. Resume must include hours per week for work experience credit.

GS-05:
(a) Experience. One year of experience equivalent to the GS-04 grade level. OR,
(b) Education. Four years of education above high school. Transcript must be submitted.
(c) Assignment. This is the full performance level for MSAs. At this level, the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments, including interpreting and verifying provider orders in accordance with VHA scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e. TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.).
(d) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

• Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
• Ability to schedule medical appointments in a clinical setting.
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

*Resume must include hours per week for work experience credit.*

Preferred Experience: Three or more years of experience as a receptionist with ability to schedule a wide array of diagnostic medical imaging appointments.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is GS-05.

Physical Requirements: Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items.

Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. The work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

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.

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.