Clarification from the agency

Current Permanent Internal VA Employees. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Videos

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

• The incumbent accesses the patient's computerized medical record system (CPRS) to review and retrieve medical information including but not limited to laboratory reports, allergy information, past medical history, and other pertinent medical information needed to schedule patient's imaging appointment.
• Incumbent will also communicate directly with the patient to obtain required information to determine if patient meets the criteria to receive the requested imaging procedure.
• Based upon the protocol, the incumbent determines the patient's pre-appointment requirements and restrictions.
• Prior to the patient's scheduled appointment, the incumbent communicates directly with the patient to inform of the appropriate restrictions and instructions required of the procedure, including but not limited to the patient's requirement to obtain current labs, need to fast, need to take pre-medication to advert an allergic reaction to contrast.
• The incumbent performs receptionist duties to include check-in of patients and registration of imaging procedure. He/she must screen/receive phone calls and visitors in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes.
• Incumbent is required to create and coordinate the daily appointment schedules for one or more imaging outpatient clinics.
• The incumbent must be aware of the availability of radiologist and technologist staffing levels, and other clinical staff who use radiology exam rooms and radiologic suites, and equipment availability.
• The incumbent explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients.
• As front-line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA.
• The incumbent must be able to answer multi-line phone system to schedule patients, and must possess the ability to multi-task, and concurrently schedule patients over the phone and face-to-face, as well as coordinate all relative paperwork, electronic documents, etc.
• Schedules imaging appointments and utilizes the Radiology Package accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone.
• The incumbent must be conscientious regarding patient confidentiality.
• The incumbent must possess working knowledge of clinic processes and services to function in and interact with various clinics throughout the hospital.
• This position provides medical administrative support to one or more outpatient imaging clinics and is an integral member of the imaging team to effectively carry out day-to-day administrative operations of the clinic.
• The incumbent orients staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topics.
• The incumbent must provide excellent customer service to include both internal and external customers and must adhere to VA local, National and Service policies and procedures.
• Additional duties, tasks, and responsibilities may be assigned to meet the needs of the Service.

Work Schedule: Monday - Friday, 7:30am - 4:00pm, (Subject to change based upon the needs of the agency.)
Compressed/Flexible:Not Authorized
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 0000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): 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.
• 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

Resume Requirement: Your resume must be detailed include the following information: Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week.

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. High School Diploma with desire for some post high school education or equivalent experience; OR
3. Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

GS-6 Advanced MSA Experience. In addition to meeting the basic requirements, candidates must possess one year of experience equivalent to the GS-5 grade level.

Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate the "ALL" KSAs below:

1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3. Ability to communicate tactfully and effectively, [electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
4. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Assignment: The Advanced MSA provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model. [Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).

Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, problem solve, and follow-up with] patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members] about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community). For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Preferred Experience:

1. Experience with Window based computers; ability to type 40 wpm.

2. Previous experience scheduling radiologic procedures using an electronic appointment package is preferred.

3. Ability to learn quickly and retain large amounts of complex information relative to scheduling radiologic procedures and associated processes. Experience with rotating positions to provide cross-coverage.

4. Experience working in a very structured, fast paced, high volume, and ever changing work environment. Must be able to adapt to a very busy work environment and handle stress and changing situations in a professional and collaborative manner.

5. Experience working in a Customer service oriented work environment with a variety of individuals and presents a professional appearance.

6. Experience working as part of a team to complete tasks as well as being responsible for completing individual work assignments.

7. Experience working in an environment requiring the ability to multi-task; for example, ability to schedule imaging procedures via phone and face-to-face, and coordinate a myriad of paperwork concurrently.

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

Physical Requirements: Moderate lifting, 15-44 pounds; Light carrying, under 15 pounds; Reaching above shoulder; Use of fingers; walking up to 1 hour; Hearing (aid permitted); may be working alone and/or working closely with others.

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.

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.