Lead Medical Support Assistant

Department of Defense

Military Treatment Facilities under DHA

Defense Health Agency

Summary
This job is open to
Duties
Requirements
How you will be evaluated
Required documents
How to apply

Summary

About the Position: This position is located at Guthrie Army Health Clinics - Fort Drum in the department of Resource Management - Patient Appointment System.

Serves as a Lead Medical Support Assistant responsible for the performance of a variety of substantive duties in support of the Centralized Call Center.

Salary Negotiation may be available those new to federal service.

This is a Direct Hire Solicitation

Summary

Overview

Help

Accepting applications

Location

1 vacancy in the following location:

Fort Drum, NY

Work site options

Telework eligible: No

Remote job: No

Relocation expenses reimbursed: No

Salary: $45,409 - $59,031 per year

Pay scale & grade

GS 6

Promotion potential: None

Learn more about pay scale and grade

Pay scale and grade determines the salary of the job.

Work schedule: Full-time

Travel Required: Occasional travel - You may be expected to travel for this position up to 5%

Appointment type: Permanent

Occupations and job series

0679 Medical Support Assistance

Supervisory status: No

Federal service type: This job is in the Competitive Service

Represented by a union: No

Drug test: No

Security clearance: Not Required

Position sensitivity and risk: Non-sensitive (NS)/Low Risk

Jobs require a background check and some require a security clearance. The type depends on the job.

Background check type

National security

Financial disclosure required: No; Some jobs require financial disclosure to identify conflicts of interests.

Announcement number: HSJA-27-13090509-DHA

Control number: 889342300

This job is open to

Help

The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Duties

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Confirm accuracy and consistency of enrollee information within the Defense Enrollment and Eligibility Reporting System (DEERS), and with other data systems.
Verify patient enrollment and eligibility for treatment, and advising beneficiaries regarding the services available and how to access those services.
Request authorization for the patients to seek care in the network when no appointments.
Resolve simple informal complaints and keeps supervisor informed.
Provide input towards informal evaluation of subordinates work.
Report attendance related issues to the supervisor.
Monitor working conditions such as seating, ventilation, lighting, safety, etc. and notifies the supervisor of any unresolved issues.
Initiate and process telephone consults in the EHR in accordance with stated guidelines and clinical issues.
Assist in reviewing initiated referrals to specialty clinics within the clinic.

Requirements

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Conditions of employment

This position is required to be screened for and obtain necessary immunizations/vaccinations (hepatitis, influenza, etc.), unless exempted by a licensed physician.
This position is subject to TDY or business travel requirements to various locations. This may require travel via privately owned vehicles, commercial transport platforms, and/or military aircraft, ships, and vehicles.
Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
This position is subject to a background investigation to determine your suitability for Federal employment.
One year trial/probationary period may be required.
This position has mandatory seasonal Influenza vaccination requirements and is subject to annual seasonal Influenza vaccinations unless otherwise exempted for medical or religious reasons (documentation of exemption must be provided upon hire).

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document.

Basic Requirement for Lead Medical Support Assistant:

Specialized Experience: One year of specialized experience that includes providing customer service in a clinical setting; scheduling appointments; maintaining electronic health records; reviewing referrals, balancing team workloads, training staff. This level of specialized experience is consistent with work performed at the next lower grade level in the federal service (GS-05).

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

Additional information

Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.
You will be required to provide proof of U.S. Citizenship.
This position requires a 1 year probationary period 1 year during which the agency evaluates your fitness and whether your continued employment advances the public interest. In making this determination, the agency may consider your performance and conduct; agency needs and interests; whether your continued employment supports organizational or Government goals; and whether it promotes the efficiency of the Federal service. Continued employment requires written certification that it advances the public interest.
Direct Deposit of Pay is required.
Selection is subject to restrictions resulting from Department of War referral system for displaced employees.
Multiple positions may be filled from this announcement.
Salary Negotiation MAY be available to those new to Federal Service.
Salary includes applicable locality pay or Local Market Supplement..
If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.
Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position.

Veterans and Military Spouses will be considered along with all other candidates.

Required Documents

Help

The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist for Public Announcements.

As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.

1. Your resume:

Your resume must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration.
For each relevant work experience, make sure you include the employer's name, job title, start and end dates (include month and year), for qualifications purposes, the number of hours worked per week, and a brief description that show you can perform the tasks at the required level listed in the job announcement. If your resume does not contain this information, your application may be marked as incomplete, and you may not receive consideration for this position.
Use plain language. Avoid using acronyms and terms that are not easily understood. The hiring agency will not make assumptions about what's in your resume.
If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations, and you may not be considered for this vacancy.
For additional information, to include formatting tips, see: What to include in your resume.

2. Other supporting documents:

Cover Letter, optional
Most recent Performance Appraisal, if applicable.

NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

Help

To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section below.

The complete application package must be submitted by 11:59 PM (EST) on 10/27/2026to receive consideration.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application (https://apply.usastaffing.gov/ViewQuestionnaire/13090509).
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. As a reminder, your resume must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration. For additional information, refer to the 'Required Documents' section.
You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. Your resume selected in USAJOBS will be included, but you must re-select other documents from your USAJOBS account or your application may be incomplete.
It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.
Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.

To verify the status of your application, log into your USAJOBS account (https://www.usajobs.gov/applicant/profile/dashboard/), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://help.usajobs.gov/how-to/application/status.

Agency contact information

Army Applicant Help Desk

Website: https://portal.chra.army.mil/hr_public?id=app_inq

Address: JT-DD83CS EAST DHN - GUTHRIE
DO NOT USE
Fort Drum, NY 13602
US

Next steps

If you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.

Required Documents

Help

Your resume must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration.
For each relevant work experience, make sure you include the employer's name, job title, start and end dates (include month and year), for qualifications purposes, the number of hours worked per week, and a brief description that show you can perform the tasks at the required level listed in the job announcement. If your resume does not contain this information, your application may be marked as incomplete, and you may not receive consideration for this position.
Use plain language. Avoid using acronyms and terms that are not easily understood. The hiring agency will not make assumptions about what's in your resume.
If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations, and you may not be considered for this vacancy.
For additional information, to include formatting tips, see: What to include in your resume.

2. Other supporting documents:

Cover Letter, optional
Most recent Performance Appraisal, if applicable.

How to Apply

Help

To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section below.

The complete application package must be submitted by 11:59 PM (EST) on 10/27/2026to receive consideration.
To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application (https://apply.usastaffing.gov/ViewQuestionnaire/13090509).
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. As a reminder, your resume must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration. For additional information, refer to the 'Required Documents' section.
You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. Your resume selected in USAJOBS will be included, but you must re-select other documents from your USAJOBS account or your application may be incomplete.
It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.
Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.