Clarification from the agency

Current permanent Veterans Health Administration employees only NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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Major duties include but are not limited to the following:

• Collaborate with the patient care team to schedule outpatient imaging appointments and coordinate inpatient imaging procedures.
• Review imaging orders to determine urgency, differentiate routine procedures from special studies, and identify discrepancies.
• Notify referring physicians of any issues that prevent processing imaging requests.
• Access CPRS to retrieve medical information such as labs, allergies, and medical history required for scheduling.
• Communicate with patients to gather needed information and confirm eligibility for imaging procedures.
• Prepare required documents, including electronic materials, based on patient information.
• Determine whether imaging requests require protocol and submit necessary documents to radiologists.
• Identify pre-appointment requirements and restrictions based on established protocols.
• Inform patients of instructions such as fasting, obtaining labs, or taking pre-medication.
• Contact referring providers to request needed pre-medication orders when necessary.
• Enter lab orders to ensure required lab work is completed before imaging procedures.
• Collaborate with clinical services (e.g., Anesthesiology, Interventional Radiology, Audiology, Speech Pathology) to coordinate pre-procedure requirements.
• Perform receptionist duties including patient check-in and registration for imaging procedures.
• Screen and respond to phone calls and visitors courteously while following privacy rules.
• Provide customer service and support timely patient care processes.
• Create and coordinate daily appointment schedules for one or more imaging clinics.
• Monitor staffing, room availability, and equipment status to maintain clinic operations.
• Adjust appointment times, dates, and equipment assignments when staffing or equipment issues occur.
• Ensure radiology clinics are set up properly to meet scheduling needs.
• Verify patient identity using required Veterans Affairs identification standards.
• Validate and update patient demographic information during each patient interaction.
• Demonstrate tact, diplomacy, and compassion with Veterans and their family members.
• Explain imaging procedures clearly in person and over the phone.
• Answer a multi-line phone system and multi-task while scheduling patients face-to-face and over the phone.
• Coordinate all related paperwork and electronic documentation for scheduled imaging procedures.

Work Schedule: Monday - Friday 9:30am - 6:00pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical examination.
• 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

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education

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 Determination for Medical Support Assistant (Advanced) GS-0679-06:
(a.) Experience: One year of experience equivalent to the [GS-5] grade level
(b.)Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate the KSAs below in addition to the specialized experience above:
(a) 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.
(b) 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.
(c) Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
(d) 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.
(e) Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
(f) 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

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-06.

Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements

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.