Medical Support Assistant (Advanced)

Veterans Health Administration • Charleston, SC

3d • Onsite

About The Position

The Diagnostic Imaging Service at the Ralph H. Johnson VA Medical Center in Charleston, South Carolina, is hiring full-time Advanced Medical Support Assistants for Radiology Service. Radiology provides specialized diagnostic and interventional imaging services throughout the medical center and six Community Based Outpatient Clinics. The Advanced MSA performs specialized administrative patient-support work, including reception, customer service, appointment scheduling, patient communications, and office automation. The role supports timely patient care and works collaboratively with clinicians and interdisciplinary care teams.

The Advanced MSA manages Radiology appointment schedules, adjusts appointments when staffing or coverage conflicts occur, and supports access-to-care contingency plans. The position uses CPRS and VISTA/Rad PACS to access patient records and images. It also involves contacting patients before appointments to provide procedure-related education, following up on missed appointments, and explaining procedures in a caring and compassionate manner.

The position is scheduled Monday through Friday, either 8:00 a.m.–4:30 p.m. or 7:00 a.m.–3:30 p.m. It is not virtual, and telework is not available. The work is primarily sedentary, though some walking, standing, bending, stooping, and carrying small items such as files may be required. The full performance level is GS-06.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Some experience in clerical, office, customer service, or other administrative work that indicates the ability to acquire the necessary knowledge and skills.
• One year of creditable experience equivalent to the next lower grade for the GS-06 grade determination.
• Advanced knowledge of technical healthcare processes related to access to care, including scheduling across coordinated care models and patient portals.
• Advanced knowledge of operational policies and procedures affecting patient flow and administrative support, including appointment cycles, referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities, organize work, meet deadlines, and comply with processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in person, and in writing, including preparing reports and resolving patient concerns.
• Must pass a pre-employment physical evaluation and background/security investigation.
• Must participate in the VA seasonal influenza vaccination program.
• Must complete application and onboarding requirements, including acceptable employment identification.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Responsibilities

• Perform receptionist duties and provide customer service to support the proper and timely treatment of patients.
• Maintain Radiology staff appointment schedules and adjust appointment times, locations, or dates when needed, including shifting patients to other providers during staffing or coverage conflicts.
• Assist with clinical access contingency plans.
• Use CPRS and VISTA/Rad PACS to access patient records, review images, and select images for printing.
• Contact patients 24 to 48 hours before scheduled imaging appointments and provide relevant procedure education.
• Follow up on missed appointments, determine the reason, answer questions, and reschedule procedures in accordance with VHA Radiology Scheduling policy guidelines.
• Explain procedures to Veterans in a caring and compassionate manner, in person and by phone.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide information in accordance with privacy rules and clinic processes.
• Use Microsoft Word, Excel, Outlook, and Teams to manage documents and files, activate printers, and send and receive email.
• Perform office automation and desktop publishing tasks, including drafting forms, spreadsheets, work schedules, timesheets, patient education sheets, and database reports.
• May serve as backup timekeeper for Radiology and Nuclear Medicine Service staff.
• Coordinate with patient care teams to review clinic appointment availability and adjust schedules to support clinic needs.
• Maintain effective communication with patients, interdisciplinary care teams, VA medical centers, and other agencies.
• Perform additional advanced patient-support administrative functions, such as monitoring pre-appointment requirements, maintaining accurate patient-system information, managing follow-up care, and collaborating with teams to address patient needs.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment for birth, adoption, or foster care placement.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension with five-year vesting and federal 401(k), with VA contributions up to 5%.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs may be carried into retirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED