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
Total Rewards of a Allied Health Professional

Duties include, but are not limited to:

• The employee has full administrative and professional responsibility for planning and directing MSA activities.
• Acts as a liaison among Advanced MSA staff, patients, and other clinic staff to resolve day-to-day conflicts.
• Evaluates new products, equipment, and systems in order to make recommendations for improved operations.
• Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management.
• Meets, communicates and interacts with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to complete job.
• Operates computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. Updates Veteran insurance information, as appropriate, into the insurance capture system as required by policy.
• Serve as key contact for physicians, Veterans, family members and other staff members who are trying to obtain images, reports, and other related information regarding imaging procedures, images, and reports. Personally, greets Veterans, families, and other staff members requesting assistance. Provides instruction concerning the geographical layout of the medical center and specific clinical/treatment areas. Resolves simple complaints of patients and refers others to the supervisor. Answer general questions pertaining to Imaging Service such as, but not limited to policies, appointment cancellation, hours and availability of services. Maintain a calm and courteous demeanor with all interactions.
• Receive telephone calls and returns telephone calls from internal and external customers in a courteous and timely manner. Provides the appropriate response to inquiries and responds to requests for appointments in a courteous and timely manner. Determines the source of the telephone call and handles appropriately in accordance to Service and Medical Center policies.
• Schedules for Computerized Tomography (CT), Ultrasound (US), Mammography, Nuclear Medicine (NM), Magnetic Resonance Imaging (MRI), fluoroscopy exams, biopsies, special procedures and any other imaging procedures performed in accordance with Service procedures and policies. Instructs patients on standard preparation procedures required prior to testing (i.e. liquid intake, medications, dietary instructions, lab tests, etc.). Schedule all appointments in the Vista/VSE and Radiology scheduling packages; avoiding conflicts with other scheduled appointments within the Service, and other Medical Center services. Ensure that ALL patient appointments are entered into the appointment packages with a complete order in a timely manner. Reschedules customers when the service experiences unexpected equipment malfunctions, inclement weather, and/or any other disruptions to daily operations.
• Applies established guidelines concerning the release of information of patient's condition, patient's appointment, and patient's exams. 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. 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.
• Uploads outside images to the appropriate patient and imaging order in a timely manner. Places notes in CPRS as per radiology processes. Returns or discards CDs as requested by patient or physician.
• Provides training and guidance to new MSAs in the service. Look for ways to improve the scheduling processes. Offer ideas to implement new methods and procedures to avoid various problems that are integral to the scheduling/reception areas. Provides input on AMSA performance.
• The incumbent directs the efforts of MSAs in preparing and delivering clerical/administrative reports, memoranda, minutes, and correspondence for the Imaging department as required by management.

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.
• 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 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

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.
• 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:
  • 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,
  • Education: One year above high school; OR,
  • Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Certification: None required.

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 Determinations: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates.

Lead Medical Support Assistant, GS-7

• Experience: One year of experience equivalent to the GS-6 grade level.
• Assignment: The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. 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.
• Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of the KSAs below:
  • Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
  • Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
  • Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
  • Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
  • Ability to provide staff development and training.
  • Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.

Preferred Experience: Experience working in Radiology/Imaging Service or other specialty clinic with high-volume, modality- based scheduling (CT, MRI,UL, NM, Mammography, IR). Demonstrates knowledge of VHA scheduling directives (including VHA Directive 1234), consult management, recall reminder processes, hold order management, and timeliness standards. Experience monitoring work queues, resolving scheduling discrepancies preventing inappropriate community care referrals due to scheduling barriers. Experience providing day-to-day guidance and training to MSA, reviewing scheduling accuracy, and ensuring compliance with national scheduling and access standards. Ability to collaborate with modality supervisors, radiologists, and the Supervisory MSA to support operational efficiency and patient access goals at the Charlotte site.

Note: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates and hour worked per week.

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-7.

Physical Requirements: See VA Directive and Handbook 5019.

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

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.

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

• Resume

Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.

Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

• 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

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

Veterans' preference does not apply for internal or other current permanent Federal agency employees.

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