Skip to main content Skip to footer site map
This Position Is No Longer Available

Job Title:  Medical Support Assistant (Call Center)
Department:  Department Of Veterans Affairs
Agency:  Veterans Affairs, Veterans Health Administration
Job Announcement Number:  VHA-402-13-TLR-823194

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.
$24,933.00 to $40,706.00 / Per Year
Friday, February 01, 2013 to Monday, February 25, 2013
Full Time - Excepted Service Permanent
7 vacancies in the following location:
Lewiston, ME United StatesView Map
Current, Permanent Employees of the VA Maine Healthcare System


Vacancy Identification Number (VIN):   823194 (Please include on all documents)

Salary: To be determined by Professional Standard Board (PSB) of your peers and based on your education, experience, and professional accomplishments. The grade range for this position, to be determined by the PSB, is from GS-3 through GS-5.

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. Become a part of the VA Maine Health Care System!

The VA Maine Healthcare System is seeking a Medical Support Assistant (Call Center) to perform clerical support duties in the Call Center for the Primary Care Service Line in Lewiston, Maine. We are an employer of choice that is the center of excellence in patient care, educaiton and research. We value Integrity, Commitment, Advocacy, Respect and Excellence. We value you.

For more information on the Department of Veterans Affairs, go to




  • US Citizenship Required
  • Subject to favorable background investigation results
  • English Language Proficiency Required
  • Physical Standards-Must pass pre-employment examination


Back to top

Medical Support Assistants are responsible for a range of duties to include responsibility for centralized scheduling and recall system for the facility, interpreting and verifying provider text orders in accordance with VHA National Scheduling Directive guidelines in the outpatient clinic setting, Health Administration Service.


·         Scheduling, canceling appointments (clinic and patient cancellations), rescheduling within the specified time mandated by established access directives, schedules consults

·         Recall system inclusive of taking calls from patients who received their recall reminder and appropriately making appointments then removing from recall

·         Enters no-show information

·         Monitors the electronic wait list

·         Prepares for clinic visits

·         Monitors both inpatient and outpatient appointments for areas of responsibility and avoidance of conflict.

·         Ensures that visits are completed daily in Vista in order to obtain appropriate workload credit

·         Ensures that test orders are completed daily

·         Verifies and updates demographics and insurance information through pre-registration

·         Checks patient insurance information utilizing Insurance Capture Buffer (ICB) when patient arrives for appointments during check-in

·         Knowledgeable regarding facilitates basic eligibility.

·         All other duties as necessary

The incumbent in this assignment supports the Community Based Outpatient Clinics of the Medical Center.

WORK SCHEDULE:  Monday through Friday, 7:30AM to 4:00PM



Back to top



Citizenship.  Citizen of the United States. 


Experience and Education


1.    Experience.  Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or


2.    Education.  One year above high school; or


3.    Experience/Education Combination.  Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.


Foreign Education.  To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U. S. programs.


Physical Requirements.  Incumbent must work in a multi-screen computer environment using screens bilaterally. Work is mostly sedentary but may require some standing, walking, bending, twisting and stair climbing.  Mail delivery consists of walking, carrying of packages, envelopes, mail and light supplies. 


English Language Proficiency.  MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.




GS-3 MSA (Entry Level)


Experience or Education.  None beyond the basic requirements.


GS-4 MSA (Developmental Level)


Experience or Education.  One year of experience in clerical or office work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position or two years of education above high school.


Demonstrated Knowledge, Skills, and Abilities.  Candidates must demonstrate 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 complete job assignments.

·         Ability to use various types of office automation equipment and software.

·         Ability to set up, organize, and maintain record systems.


GS-5 MSA (Full Performance Level)


Experience or Education.  One year of experience equivalent to the next lower grade level or 4 years of education above high school.


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


·         Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.

·         Knowledge of basic medical terminology.

·         Ability to make appointments in a clinical setting.

·         Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work.

·         Ability to communicate effectively and professionally with employees at varying grade levels.

·         Ability to identify customer’s concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.




The full performance level of this vacancy is GS-5.  The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5.  The Professional Standards Board (a peer-review group) will review the selected candidate’s education and experience and recommend the grade and step at which the candidate will be placed.  The salary is based on the grade and step approved for the selected candidate.


Please note that after your grade is established by the PSB, promotion to the next intervening grade and ultimately to the target grade of GS-5 is not automatic.  Promotions are contingent upon (1) meeting the applicable qualification standard requirements for the prospective grade; (2) supervisor recommendation; and (3) the availability of enough work at the next higher grade level to support the target grade of this position.


Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met.  Selection at a lower grade level does not guarantee promotion to the full performance level.


IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.  WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.  If your resume does not support your questionnaire answers, we will not allow credit for your response(s).

APPLICANTS PLEASE NOTE:   Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.)   Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.   Applicants can verify accreditation at the following website:   All education claimed by applicants will be verified by the appointing agency accordingly. *** 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. ***

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of your DD214(s) and/or documentation related to your active duty service which shows dates of service, character of service (honorable, general, etc.), or dates of impending separation.


Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veterans Preference" with required proof as stated on the form.  For more information, please review the information for disabled Veterans in the application checklist or visit


_____ ARE YOU A VETERAN?  Veterans must provide legible copies of DD214s showing all dates of service as well as character of service (Honorable, General, etc.).  Copies of your DD-214 may be requested by calling 800-827-1000 or TDD# 800-829-4833.  If you are within 120 days of separation from active duty, you may attach any written document from the armed forces that certifies you are expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the document is signed.


 _____ ARE YOU A DISABLED VETERAN?  Veterans with service-connected disability of 10% or more must also submit a copy of their official statement from the Department of Veterans Affairs, or from a branch of the Armed Forces, certifying their service-connected disability and/or their receipt of compensation for service-connected disability. Veterans with service-connected disability of less than 10%, non-service-connected disability, and Purple Heart recipients, as well as those claiming derived preference for a spouse, widow or widower, or natural mother, should refer to and submit a completed SF-15, “Application for 10-Point Veteran Preference” and required documentation with your application materials.  For more information on Veterans' Preference, please visit


This is a new requirement to consider military members who are within 120 days of separation and have certification of their separation.  (The memorandum from OPM Director John Berry, VOW (Veterans Opportunity to Work) to Hire Heroes Act of 2011, can be viewed at the following website


Complete application packages will be reviewed to determine if the basic qualifications for this position have been met.  A listing of candidates who meet the basic qualification requirements will be forwarded to the selecting official for consideration.


Back to top
Working for the Department of Veterans Affairs offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays, life insurance, health benefits, and participation in the Federal Employees Retirement System. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help balance work and life.  For more information please visit us at


This position will be filled on a full-time permanent basis. Upon completing any required probationary period, the position will be permanent.


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


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


Males born after 12-31-59 must be registered or exempt from Selective Service (see ).


Special Employment Consideration:  VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more.


EEO Policy Statement:

Reasonable Accommodation Policy Statement:

Veterans Information:

Legal and Regulatory Guidance:



Back to top


To begin the process, click the Apply Online button on the right side of this screen to create an account or log in to your existing USAJOBS account.  This step will redirect you to the Application Manager website (if this is your first time using Application Manager, then you will need to create an account).  Be sure to upload the required documents before you submit your application (REFER TO THE REQUIRED DOCUMENTS SECTION BELOW).  Follow the prompts to complete the occupational questionnaire (the assessment part of the questionnaire includes questions about your eligibility, minimum qualifications, and KSAs (knowledge, skills and abilities) related to this position).  Please ensure that you click the Submit My Answers button at the end of the process.


Note:  To return to a previously Saved or Incomplete application, re-enter through your USAJOBS account.  After applying, return to USAJOBS located at to see the status of your application, including any messages that may have been sent to you.


Applicants are urged to apply online; this process is easier, faster, and provides more information as applications are processed.


If you cannot apply online:


1.    Click the following link to view and print the occupational questionnaire:       View Occupational Questionnaire.

2.    Print this 1203FX form to provide your responses to the occupational questionnaire:  

3.    Fax the completed 1203FX form along with all supporting documents to (478) 757-3144.  Your 1203FX form must be placed on top of all materials being faxed and will serve as a cover page for your fax transmission.  Keep a copy of your fax receipt in case verification is needed.


To fax supporting documents you are unable to upload:


1.    Complete this cover page using the following      823194.

2.    Fax your documents to (478) 757-3144.


The complete Application Package must be submitted by Monday, February 25, 2013.


To be considered for this position, you must provide a complete Application Package which includes ALL of the following unless noted otherwise:


1.    VA Form 10-2850c located at  

2.    Resume

3.    Occupational Questionnaire

4.    Unofficial Transcript(s) – official college transcript(s) will be required before being hired

5.    OF-306 – Declaration for Federal Employment – Available at 

6.    (IF PRIOR MILITARY SERVICE) Include copies of all DD 214(s).  Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must also complete and submit an SF-15, Application for 10-Point Veteran Preference located at  

7.    (IF CURRENTLY EMPLOYED BY THE FEDERAL GOVERNMENT) Include latest SF-50, Notification of Personnel Action

8.  Latest performance appraisal


Failure to submit all required documents as specified above will result in being rated as ineligible for consideration for this position.


Tonya Reynolds
Phone: (207)623-8411x4254
Fax: (207)621-4846
Agency Information:
Department of Veterans Affairs
1 VA Center
Augusta, ME
04330 Fax: (207)621-4846


You will receive e-mail notification as to whether or not you were included on the list of referred candidates.  If you do not provide an e-mail address, your notification will be sent via U.S. Postal Service within 2-4 weeks. Important note: Applicants have the burden of producing all needed information prior to the closing of the announcement.    

Back to top
EEO Policy Statement | Reasonable Accommodation Policy Statement | Veterans Information | Legal and Regulatory Guidance