Medical Support Assistant (Advanced)

Duties include but are not limited to:

• 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
• Notifies patients of requirements prior to appointment including labs or xrays; follow up care on imaging orders).
• Monitors pre-appointment requirements to assure readiness for patient appointment/procedure including X-rays Lab work MRI safety screening requirements etc.
• 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.
• Works collaboratively with the Office of Community Care for scheduling of radiologic/nuclear medicine procedures performed in the community.
• 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.
• Uses 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 VAs mandate to collect insurance information to Veterans their families and other eligible patients. Collects scans and updates health insurance information serving a major role in the revenue process. Contributes to the revenue collection process by identifying patients with third-party insurance. Promotes Veteran registration for and utilization of My HealtheVet (MHV).
• 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

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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 ( Effective May 7 2025 drivers licenses or state-issued dentification 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.

• 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.