Medical Support Assistant

Veterans Health Administration•San Diego, CA

11d•Onsite

About The Position

The Medical Support Assistant (MSA) works in Radiology Service at the San Diego VA Healthcare System. The position schedules outpatient clinic appointments using VistA scheduling options and schedules imaging procedures using the Radiology Package. As a full-performance MSA, the incumbent works with the patient care team to arrange outpatient imaging appointments and coordinate inpatient imaging procedures. The MSA reviews imaging orders for urgency and accuracy, identifies routine procedures versus special studies, and notifies requesting physicians of discrepancies that could prevent an order from being processed. The incumbent reviews patients’ computerized medical records for relevant information, including laboratory reports, allergies, BUN and creatinine levels, and medical history; screens patients against procedure criteria; prepares required documentation; and submits orders to a radiologist for protocol when needed. The MSA determines and communicates pre-appointment requirements and restrictions, contacts ordering providers to request any necessary medication or laboratory orders, and coordinates requirements with other services such as Anesthesiology and Interventional Radiology. The broader assignment includes answering phones, greeting patients, relaying messages, interpreting and verifying provider orders under VHA scheduling guidelines, scheduling, canceling, and rescheduling appointments or consults, entering no-show information, monitoring requests and appointments, and verifying or updating demographic and insurance information at check-in. The MSA also coordinates administrative functions for emergency and non-emergency transfers and determines appointment type based on patient eligibility. The position is full performance level GS-05. The schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m., subject to change based on agency needs. Telework and virtual work are not available. Work is performed in an office/clinic setting and may involve handling multiple tasks in stressful situations. Physical activities may include standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. Personal protective equipment and annual TB screening or testing may be required.

Requirements

U.S. citizenship, with limited non-citizen appointments possible when qualified citizens cannot be recruited under applicable law.
High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
Proficiency in spoken and written English.
For GS-05 full-performance experience qualification: one year of creditable experience equivalent to the next lower grade, or two years of education above high school.
Demonstrate ability to operate computerized programs and systems to enter, modify, and retrieve sensitive medical and patient-identifying information in electronic health records, scheduling systems, or reports.
Demonstrate advanced knowledge of medical terminology sufficient to understand diagnoses and procedures and communicate clinical staff instructions to patients.
Demonstrate ability to schedule medical appointments in a clinical setting.
Demonstrate ability to work independently while performing a wide variety of patient-support duties.
Demonstrate effective and professional communication in person, electronically, and by telephone with internal and external customers.
Demonstrate customer-service skills, including identifying customer concerns and referring them to appropriate staff for resolution.
Complete required background/security investigation, pre-employment physical evaluation, onboarding, and seasonal influenza vaccination requirements.
Serve a one- or two-year trial period, subject to written certification for continued employment.
Provide a detailed resume including job titles, duty descriptions, employment dates, and average weekly hours; current federal employees must submit a recent 2026 SF-50 for eligibility.
Provide required education documentation when applicable.

Nice To Haves

Experience with Windows-based computers and ability to type 40 words per minute.
Previous experience scheduling radiologic procedures using an electronic appointment package.
Ability to learn quickly and retain complex information about radiologic procedure scheduling and related processes.
Experience rotating positions to provide cross-coverage.
Experience in a structured, fast-paced, high-volume, changing work environment, with ability to adapt and handle stress professionally and collaboratively.
Experience in a customer-service-oriented environment serving a variety of individuals and presenting a professional appearance.
Experience working both as part of a team and independently on assigned tasks.
Experience multitasking, including scheduling imaging procedures by phone and face-to-face while coordinating paperwork.

Responsibilities

Schedule outpatient clinic appointments using VistA scheduling options and imaging procedures using the Radiology Package.
Collaborate with the patient care team to schedule outpatient imaging appointments and coordinate inpatient imaging procedures.
Review imaging orders to determine urgency and distinguish routine procedures from special studies.
Review requests for accuracy and notify requesting physicians of discrepancies that prevent action.
Review computerized medical records for relevant clinical information, including laboratory reports, allergy information, BUN and creatinine levels, and medical history.
Screen patients to determine whether they meet criteria for requested procedures.
Prepare required documents and submit orders to radiologists for protocol when required.
Determine patients’ pre-appointment requirements and restrictions, and communicate appropriate instructions before appointments.
Contact ordering providers to request required pre-medication, laboratory tests, or other orders that were not previously requested.
Coordinate pre-procedure requirements with other services, including Anesthesiology and Interventional Radiology.
Answer phones, greet patients, and relay messages to appropriate staff.
Interpret and verify provider orders in accordance with VHA scheduling guidelines.
Schedule, cancel, and reschedule patient appointments and consults; enter no-show information; and monitor appointment requests and inpatient and outpatient appointments.
Verify and update patient demographic and insurance information at check-in.
Coordinate administrative functions for emergency and non-emergency transfers to other VA facilities or private hospitals.
Determine appointment type based on patient eligibility status.