Veterans Affairs, Veterans Health Administration Advanced Medical Support Assistant in Bedford, Massachusetts

Veterans Affairs, Veterans Health Administration
3 vacancies in the following location:
  • Bedford, MA
Work Schedule is Part Time 20 hours - Excepted Service Permanent

Opened Thursday 10/13/2016 (10 day(s) ago)

** Closes Wednesday 10/26/2016 (3 day(s) away)

Job Overview

Vacancy Identification Number (VIN): 1824032

OUR MISSION: To fulfill President Lincoln's promise – "To care for him who shall have borne the battle, and for his widow, and his orphan" – by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

As a VA professional, your opportunities are endless. Not only is it the largest, most technologically advanced integrated health care system in the Nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries. VA professionals feel good about their careers and their ability to balance work and home life. VA offers generous paid time off and a variety of predictable and flexible scheduling opportunities. For more information on the Department of Veterans Affairs, go to **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.


The Advanced Medical Support Assistant (Call Center Agent) position is located in the Primary Care Outpatient Clinic Call Center at the Edith Nourse Rogers Memorial Veterans Hospital in Bedford, Massachusetts. The incumbent is responsible for assisting veterans by providing a smooth process for the management of his/her outpatient appointments, as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g. PACT). He/she also ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments, working in collaboration with the appropriate clinic, develops and maintains effective and efficient communication with patient, interdisciplinary team, VA medical centers and other agencies. The duties of the position include, but are not limited to:

  • ensures assistance to veterans providing a smooth process for management of appointments;
  • screens all incoming phone calls to the Clinical Call Center;
  • reviews the clinics appointment schedule to ensure that clinic utilization is optimized and supports the needs of the clinics as well as the needs of the veterans;
  • develops and maintains effective and efficient communication with the patient, team, VA Medical Centers and other agencies;
  • participates and provides input in problem solving on operational issues or procedures in team meetings; and
  • evaluates patient information and clinic schedule lists to determine whether a patient is vested.

Work Schedule: 2/Monday and Tuesdays; 7:30 am - 4:00 pm; 1/Monday-Friday; 8:00 am - 12:00 pm

Functional Statement Title: Advanced Medical Support Assistant

Travel Required
  • Not Required
Relocation Authorized
  • No
Job Requirements
Key Requirements
  • Must be a U.S. Citizen.
  • Must be proficient in written and spoken English.
  • Background and-or Security Investigation required.
  • Selective Service Registration is required for males born after 12/31/1959.
  • Subject to pre-employment screenings.

Grade Determination:**

GS-06 Advanced MSA**

Experience- One year of experience equivalent to the next lower grade level (GS-05).

Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:

  1. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

  2. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.

  3. Advanced knowledge of the technical health care process as it relates to access to care.

  4. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

  5. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.

  6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant Qualification Standard. This can be found in the local Human Resources Office.

Physical Requirements: Use of fingers; both hands required; walking/standing 8+ hours; near vision correctable at 13" to 16" to Jaeger 1 to 4; hearing aid permitted; emotional/mental stability; work closely with others. The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

Security Clearance


Additional Information
What To Expect Next

After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. During our review, if your résumé and application package do not support your questionnaire answers, we will adjust your rating accordingly. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email (if provided); otherwise, applicants will receive a notification letter via the U.S. Postal Service. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USAJOBS account and clicking on “Application Status.” For a more detailed update of your status, click on “more information.” Information regarding applicant notification points can be found in the USAJobs Resource Center.


VA offers a comprehensive benefits package. This link provides an overview of the benefits currently offered:

Receiving Service Credit for 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.

Other Information

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

Salary Range: $39,440.00 to $51,270.00 / Per Year

Series & Grade: GS-0679-06/06

Supervisory Status: No

Who May Apply: United States Citizens

Control Number: 453259200

Job Announcement Number: UL-17-JM-1824032-BU