Clarification from the agency

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

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

The incumbent serves as a Medical Support Assistant (MSA) in Radiology/Nuclear Medicine Service. The MSA works collaboratively in an interdisciplinary coordinated care delivery model within the Radiology/Nuclear Medicine Service Line.

DUTIES INCLUDE BUT NOT LIMITED TO:

The Advanced MSA works collaboratively in an interdisciplinary coordinated care delivery model within the Radiology/Nuclear Medicine Service including team huddles that are used to manage, plan, and set priorities and deadlines for meeting timeliness of scheduling imaging studies. The incumbent coordinates with the patient, interdisciplinary team including the radiologist, technologists, and patients' referring service team, nurses, other VA medical centers, Community Care, and other agencies (e.g. communicate with non-VA medical facilities; notify patients of requirements prior to appointment including labs or x-rays; follow up care on imaging orders). The incumbent monitors pre-appointment requirements to assure readiness for patient appointment/procedure including X-rays, Lab work, MRI safety screening requirements, etc. The incumbent generates data reports from the VistA Radiology Package or Fileman and uses them to manage radiology scheduling lists; this includes pending, hold, and past scheduled exams validating accuracy, resolving issues and disposition of orders as required in accordance with policy.

Coordinates patient procedures by verifying pre-procedure workup is complete and meets procedure requirements prior to procedure. This may include evaluating patient information, such as lab results and pre-procedure clinical screening for MRI and/or positron emission imaging (PET) exams to assure readiness for imaging exam/procedure and resolving issues, if needed. Interprets information provided to ensure that the correct exam as ordered by the physician is the one scheduled to be done.

Other assignments at this level include but are not limited to participating and providing input on problem solving with operational issues in team meetings, performing administrative follow up actions on orders and consults, educating providers about shared patients who are receiving care at multiple VAs or those who receive care in the community.

Works collaboratively with the Office of Community Care for scheduling of radiologic/nuclear medicine procedures performed in the community. This includes gathering data on patients referred to the community and developing a report that is shared with the Office of Community Care to determine if the patients' care has been completed. The incumbent must effectively communicate with the Office of Community Care to ensure reports and images are received, processing orders and consults in accordance to policy and following up on outstanding consults. Additionally, this may include ensuring outside providers have prior imaging exams that are necessary for interpretation.

Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and Social Security Number or DOB. The patient may also present the Veterans Healthcare Identification Card (VHIC) for identification. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

Explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information, serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third-party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV).

Incumbent schedules Veteran appointments in accordance with service procedures and policies and instructs the patients on standard preparation procedures required prior to testing (dietary instructions, lab tests, etc.). The incumbent schedules appointments in the VistA scheduling package as well as the VistA radiology package. Ensures all appointments are scheduled timely and makes every effort to meet the clinically indicated date of the provider. Scheduler notifies section personnel immediately on the arrival of patients awaiting exams and any STAT request that is received.

Work Schedule: Monday - Friday 8am - 4:30pm
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.
• 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.

• 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:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• 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.

• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
  • i. 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.
  • ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
  • iii. 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.
  • iv. 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.
  • v. 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.
  • vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

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

To apply for this position, you must provide a complete Application Package which includes:

• Resume

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (Schedule A)
• Disability Letter (VA)
• Other (1)
• Resume
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Next steps