Medical Support Assistant (Advanced)

Veterans Health Administration • Augusta, ME

11d

About The Position

The Advanced Medical Support Assistant serves the Togus Healthcare System within VA Maine Healthcare System and provides administrative support to an assigned section. The role may be located in various health care service lines and supports clinic operations, patient appointments, referrals, and access to care. The position may require tours other than the regular scheduled tour; shifts may change based on Veteran and facility needs.

The schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. Compressed or flexible scheduling is not authorized. Ad hoc telework may be permitted at the supervisor’s discretion. The full performance level is GS-06.

This is an open and continuous announcement establishing a standing register of eligible applicants, closing April 21, 2027. Initial referrals are expected on or about November 12, 2026, with subsequent reviews every other week as vacancies arise or as needed until positions are filled. Recruitment and relocation incentives and permanent change of station are not authorized.

Requirements

• U.S. citizenship is required, subject to the stated exception for non-citizens when recruiting qualified citizens is not possible.
• Proficiency in spoken and written English.
• One year of education above high school, or six months of clerical, office, customer service, or other administrative experience demonstrating the ability to acquire relevant knowledge and skills, or an equivalent combination of qualifying education and experience for entry level.
• For the GS-06 Advanced Medical Support Assistant level: one year of experience equivalent to GS-05 in Federal service, including clinic experience in a hospital or doctor's office setting and scheduling a high volume of appointments annually.
• At least six months of clerical, office, customer service, or other administrative work indicating the ability to acquire the knowledge and skills needed for the position.
• High-level customer service skills demonstrated through daily interaction with clinicians, patients, families, and coworkers.
• Experience resolving multiple clinic inputs, such as in-person, telephone, and instant-message communications, promptly and professionally.
• Experience using specific computer scheduling programs or software in a clinic or hospital.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to accomplish team goals and ensure patient care needs are met.
• Ability to independently set priorities and organize work to meet deadlines while complying with processes, policies, and regulations.
• Ability to communicate tactfully and effectively with internal and external customers in writing, in person, by phone, and electronically; this may include preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary coordinated care delivery, care-in-the-community models, and patient health care portals.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care delivery or care-in-the-community operations affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Must pass a pre-employment physical evaluation.
• Must meet background and security investigation requirements and complete online onboarding and required application documentation.
• Must participate in the VA seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to the stated performance and certification conditions.
• Male applicants born after December 31, 1959 must be registered for Selective Service.
• No licensure or certification is required.

Responsibilities

• Support clinics with clinic profile management.
• Collect and update insurance information from Veterans, family members, and other eligible patients.
• Prepare correspondence and memoranda as needed.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide information using privacy rules and established clinic processes.
• Accurately enter data into VISTA and, when applicable, scan documents into VISTA Imaging within 24 hours of data entry.
• Promote Veterans’ registration for and use of My HealtheVet (MHV) and kiosks.
• Follow procedures for Community Care referrals.
• Serve as an initial point of contact for units, clinics, patients, call centers, and Care in the Community regarding patient appointments and referrals.
• Enter Veterans seeking emergent or urgent care and schedule appointments accurately.
• Pre-register Veterans during check-in, use call lists, and telephone Veterans before scheduled visits.
• Update patient demographic information.
• Collaborate and communicate with medical clinicians across disciplines to support team goals and patient care.
• Prioritize and organize work to meet deadlines and comply with established processes, policies, and regulations.
• Communicate with internal and external customers electronically, by phone, in person, and in writing; prepare reports, present data, and resolve patient concerns as needed.

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 in connection with the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family-income and other eligibility limits; the subsidy may cover up to 25% of eligible childcare costs, up to a monthly maximum of $416.66.
• Traditional federal pension with five-year vesting and a federal 401(k) with VA contributions of up to 5%.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.
• Potential credit toward annual leave accrual for qualifying prior federal or military service, subject to approval before appointment.

What This Job Offers

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