Clarification from the agency

This announcement is open to the public and employees of other Federal agencies. Current, permanent VA employees should apply to announcement CBSY-13085467-27-GPA.--NOTE: The 2-page Resume requirement does not apply to this position.

Videos

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

FUNCTIONS OR SCOPE OF ASSIGNED DUTIES:
- Demonstrates professional, respectful, and positive communication skills that reflect a caring, service orientated, and helpful attitude to all Veterans, visitors, and staff.
- Maintains and ensures security of medical records as appropriate and in accordance with the Health Insurance Probability and Accountability Act of 1996 (HIPPA). Uses shredding containers appropriately for disposal of protected health information.
- Maintains and protects Veteran rights, confidentiality, and individuality in accordance with VA policy and HIPPA regulations.
- Establishes and maintains appropriate boundaries within the MSA-Veteran relationship.
- Develops and maintains effective and efficient written and verbal communications with Veterans, the Imaging team, other service lines, and other community facilities. Ensures administrative follow-up actions support continuity of care and enhance the patient care experience while remaining professional, courteous, accurate, thorough and confidential.
- Possesses intermediate knowledge of medical terminology to ensure that Veterans, caregivers, and staff are directed to the appropriate service area or resource for assistance.
- Provides clear directions and guidance both in person and via telephone or messaging.
- Answers and appropriately routes phone calls, demonstrating the ability to manage urgent situations including suicide-related calls, following VA processes.
- Utilizes the Electronic Health Record (EHR) and computer systems such as Microsoft Outlook, Excel, Word and other required software applications proficiently.
- Documents accurate and timely information into the Veteran's electronic medical record.
- Updates Veteran's demographic and insurance information to ensure accurate recordkeeping and billing information.
- Locates imaging orders and completes Veteran check in process efficiently and accurately.
- Applies knowledge of healthcare access processes, including scheduling workflows and clinic operations.
- Schedules, reschedules and manages no-show appointments in accordance with VHA national scheduling guidelines.
- Accesses and retrieves information from Veteran's medical records, including prior imaging studies and laboratory results in support of Imaging staff or Veteran care team operations.
- Enters and verifies the accuracy of scheduled appointments by performing required checks and balances (i.e., clinical scheduling lists, pending appointments, order verification.)
- Monitors pre-appointment information requirements to ensure patients meet necessary steps prior to imaging exam.
- Monitors and maintains future appointment requests, ensuring scheduling occurs within the designated timeframes.
- Performs duties related to continuity of care, such as preparing imaging studies and reports for release to Veteran or outside facilities, and maintains accurate records of incoming andoutgoing imaging documents.
- Assists Veterans with release of information (ROI) forms and ensures documentation is accurate.
- Contacts the appropriate clinician for timely radiologist communication of critical imaging results.
- Sets deadlines and priorities, coordinating workflow to meet scheduling deadlines and administrative requirements. Maintains flexibility in adapting to schedule changes, shifting priorities and fluctuating workloads.
- Demonstrates the ability to multi-task and adjust priorities quickly, especially during high-stress or fast-paced situations, while completing tasks in a timely manner.
- Works directly with Veterans to schedule imaging appointments and provides instructions on exam preparation.
- Receives and responds to inquiries via Secure Messaging, Audio Care, VEText, letters, or phone calls.
- Actively assists other team members when needed to support service line operations.
- Resolves conflicts and applies problem-solving skills to support workflow and Veteran satisfaction.
- Participates actively in team meetings and contributes to problem solving discussions related to workflow improvements and operational procedures.
- Responds to emails and messages promptly and professionally.

Work Schedule: Monday-Friday 8am-4:30pm some rotating Saturdays
Telework: Not Available
Virtual: This is not a virtual position.
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.
• 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.
• 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.
• 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.

• 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.

Qualifications

Basic Requirements:

Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
Experience-No Experience required
Education-High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
Certification. None required.
Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.
(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

GRADE DETERMINATIONS:

GS-3 MSA (Entry Level)
1. Experience or Education: None beyond the basic requirements.

GS-4 MSA (Developmental Level)
1. Experience: One year of creditable experience equivalent to the next lower grade.
OR
2. Education: One year of education above high school. (TRANSCRIPTS REQUIRED).
AND
Demonstrated Knowledge, Skills, and Abilities. In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below:
1. Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients.
2. Ability to use, and navigate between, various types of office automation equipment and software (i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care.
3. Knowledge of basic medical terminology to assist in the provision of care to patients.
4. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

GS-5 MSA (Full Performance Level)
1. Experience: One year of creditable experience equivalent to the next lower grade.
OR
2. Education: Two years of education above high school.(TRANSCRIPTS REQUIRED).
AND
Demonstrated Knowledge, Skills, and Abilities. In addition to Basic Requirements and the experience listed above, candidates must be able to demonstrate all of the KSAs below:
1. 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.
2. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
3. Ability to schedule medical appointments in a clinical setting.
4. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
5. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
6. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff as necessary, to ensure a satisfactory resolution.

Preferred Experience: Customer service in a healthcare setting

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-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

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:

• Customer Service
• Flexibility
• Integrity/Honesty
• Interpersonal Skills
• Reading Comprehension
• Reasoning
• Self-Management
• Teamwork