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 Duties 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. 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.