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Summary The incumbent serves as a Medical Support Assistant assigned to the Radiology Service. (Washington, DCVAMC). The incumbent's work impacts the administrative aspect of patient care, including access, answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling appointments including interpreting and verifying provider orders in accordance with national scheduling guidelines. Responsibilities Ability to work independently, setting priorities, and coordinate work. Knowledge of basic medical terminology. Ability to communicate effectively and professionally with persons of all educational backgrounds. Acts as a receptionist for the DCV AMC processing incoming and outgoing telephone calls, recording messages from Veterans, family members, in-house clinics, community clinics, transportation etc. Directs telephone calls and visitors and communicates information appropriately. Processes physicians' orders by identifying priority of STAT and routine orders and takes appropriate action by notifying personnel or services responsible. Seeks clarification of orders when appropriate. Promptly and accurately initiates and checks on status of referrals, lab, and imaging procedures. Makes numerous calls each day to coordinate information and actions relating to patient care and services. Relays information and requests from the patients and /or clinical services to the treatment team. Ensures that transportation/escort services are properly arranged. Compiles a consolidated computerized appointment sheet which shows tests, procedures, clinic appointments, therapies etc., for all patients on the unit foreach day of the week. Performs miscellaneous duties which may include, but are not limited to obtaining office supplies for the unit, scanning, xeroxing needing medical data, faxing, preparing admission packets, distributing mail to staff and patients, obtaining medical records, and x-rays, etc. Files, maintains, and secures medical records as appropriate. Pre-Registration, verifying and updating demographics and insurance information. Initiating and ensuring completion of work orders for the unit, including messages in VISTA for furniture or key requests for the floor. The MSA follows established procedures for scheduling appointments. The MSA schedules and arranges patient appointments to avoid conflict of treatment. Next notifies professional staff of appointments pending and any special preparation needs. Provides clerical support for the use of the computer contingency plan. Assists in training new or less experienced employees. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: FS 688-25050; FS 688-25048; FS 688-25049 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment RESUME REQUIREMENTS - Your resume MUST include the following information: Job Title (for each position) Description of duties (be as detailed as possible) Month and year start/end dates (e.g. June 2018 to April 2020) of employment Full-time or part-time status (include average hours worked per week) 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. You may be required to serve a probationary period. 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). 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. 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. Grade Determinations: GS 03 Requirements Experience or Education: None beyond the basic requirements (stated above). Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of] the KSAs below: Ability to meet, communicate, and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments. Ability to utilize computer systems to enter administrative data in patient systems. Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care. GS 04 Requirements Experience: One year of experience in 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: Two years of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: 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]. 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]. Knowledge of basic medical terminology to assist in the provision of care to patients. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics. GS 05 Requirements Experience: One year of experience equivalent to the [GS-4] grade level; OR, Education: Four years of education above high school. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: 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. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients. Ability to [schedule medical] appointments in a clinical setting. Ability to work independently in the accomplishment of a wide variety of duties [performing patient support work]. Ability to communicate effectively and professionally [in person, electronically, and/or by telephone], with [internal and external customers]. Skill in customer service with the ability to identify [customer] concerns, [and refer] to the [appropriate staff], as necessary, to ensure a satisfactory resolution. 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). Preferred Experience: One year of experience in 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is a GS-05. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-03 to GS-05. Physical Requirements: See VA Directive and Handbook 5019. The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, frequent keyboard usage, and carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. Education Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.