Advanced Medical Support Assistant

The Advanced Medical Support Assistant is part of the Radiology Service, located at VA Palo Alto Health Care System (VAPAHCS) - Palo Alto Division, VISN 21. As the Customer service representative, AMSA supports the Radiology Service by working at the front desk and representing the first interaction our patients have with the radiology service. The Radiology Service provides diagnostic consultation by means of digital imaging services primarily for health care providers.

Duties Include, but are not limited to: Ability to collaborate, communicate, set priorities, and organize the work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Interface with personal computer (PC) applications as well as numerous programs including VistA, CPRS, and Unity, etc. Knowledge of PACS to mine and retrieve pertinent images and reports. Knowledge of VISTA for entry and retrieval of administrative and clinical data, to include numerous existing report options and specialized queries, requiring FILEMAN extracts. Knowledge of the administrative and office automation operations, procedures and terminology and the processing systems used in the Radiology Service and the role of the Service within the VAPAHCS. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Advanced knowledge of the technical health care process as it relates to access to care. Knowledge of VA policies and procedures as well as departmental procedures related to personnel and management. Excellent communication skills: Ability to communicate tactfully and effectively, both orally and in writing, to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels as well as with representatives of outside agencies. The incumbent must be able to communicate effectively with patients, visitors, and staff at all levels within the VAPAHCS (physicians, technologists, nurses, etc.). Knowledge of and skill in applying a wide range of methods used to gather, analyze, and evaluate information, draw conclusions, and recommend appropriate actions. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue processes. The incumbent uses his/her own judgment in selecting appropriate guidelines, policies, and procedures and adapting them according to circumstances of the specific case. For example, if those requesting images provide inadequate information and many locations are possible, the incumbent will select the most appropriate guide or search procedure in locating the materials sought. The work includes various duties involving different and unrelated processes and methods. Searching assignments occasionally involve such characteristics as incorrect, indefinite, or incomplete information, requiring reference to guides, PACS, or other sources to locate the materials requested. The decision regarding what needs to be done is based on the incumbent's knowledge of the duties, priorities, policies, and program goals of the Radiology Service. The incumbent is responsible for following all local and VHA procedures and processes. Deadlines are frequently driven by short­response timeframes and/or urgent requests for assistance necessitating priority setting, flexibility, and efficiency of job performance. The incumbent's work at the front desk and ability to address customer service issues affect the efficiency, accuracy, and acceptability of further processes of services. The incumbent also maintains the fihn library and provide an efficient reference service. Timely and proper record distribution affects the work of others and ultimately affects patient care. Ready availability of all patient images on PACS is necessary to reduce wait times for Attending and Resident Radiologists as well as clinical users. The incumbent must have skill and knowledge in the operation of office automation equipment such as portable computer systems, photocopy machines, and fax machines. Work Schedule: Monday - Friday, 8:00am - 4:30pm Virtual: This is not a virtual position. Functional Statement #: 09834F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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 identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical evaluation. 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.

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/.