Total 14 Junior Executive level Customer Service job vacancies in Hanscom AFB, Massachusetts

These positions serve as a Medical Support Assistant (Advanced) at VA Central Western Mass Healthcare System. Position is responsible for a wide range of assignments and provides administrative support to the assigned section.

Duties may include, but are not limited to:

• Supports clinics regarding clinic profile management.
• Collects and updates insurance information from Veterans, family members and other eligible patients.
• Prepares correspondence and memos as needed.
• Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.
• Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable.
• Promotes Veterans registration for and utilization of MyHealthyVet (MHV) and kiosks usage.
• Follows procedures regarding Community Care referrals.
• Serves as the initial point of contact for units, clinics, patients, call centers, Care in the Community regarding various aspects of patient appointments and referrals.
• Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.
• Pre-Registers Veterans during check-in and utilizing call lists and telephones Veterans before their scheduled visits. Incumbent updates all patient demographics.
• Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.

• THIS OPEN & CONTINUOUS ANNOUNCEMENT (OCA) ESTABLISHES A STANDING REGISTER OF ELIGIBLE APPLICANTS, which closes on 03/03/2025. The initial cut-off date for referral of eligible applications will be on or about December 31, 2024 with subsequent reviews every other week as additional vacancies occur, or on an as-needed basis, until positions are filled. Please see the "What To Expect Next" area of the announcement which provides additional information on the referral process for this type of announcement.
• Due to a critical staffing shortage, 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference for this job announcement.
• These positions are NAGE Bargaining Unit positions.
• Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. Do not submit an award SF-50.
• This position is covered by locality-based comparability pay.
• Applicants may be referred over for consideration prior to the close date of this announcement.
• There may not be a vacancy at a listed location. Applicants for those locations will be added to our applicant pool if one should occur.

These positions serve as a Medical Support Assistant (Advanced) at VA Central Western Mass Healthcare System. Position is responsible for a wide range of assignments and provides administrative support to the assigned section.

Duties may include, but are not limited to:

• Supports clinics regarding clinic profile management.
• Collects and updates insurance information from Veterans, family members and other eligible patients.
• Prepares correspondence and memos as needed.
• Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.
• Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable.
• Promotes Veterans registration for and utilization of MyHealthyVet (MHV) and kiosks usage.
• Follows procedures regarding Community Care referrals.
• Serves as the initial point of contact for units, clinics, patients, call centers, Care in the Community regarding various aspects of patient appointments and referrals.
• Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.
• Pre-Registers Veterans during check-in and utilizing call lists and telephones Veterans before their scheduled visits. Incumbent updates all patient demographics.
• Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.

• THIS OPEN & CONTINUOUS ANNOUNCEMENT (OCA) ESTABLISHES A STANDING REGISTER OF ELIGIBLE APPLICANTS, which closes on 03/03/2025. The initial cut-off date for referral of eligible applications will be on or about December 31, 2024 with subsequent reviews every other week as additional vacancies occur, or on an as-needed basis, until positions are filled. Please see the "What To Expect Next" area of the announcement which provides additional information on the referral process for this type of announcement.
• Due to a critical staffing shortage, 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference for this job announcement.
• These positions are NAGE Bargaining Unit positions.
• Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. Do not submit an award SF-50.
• This position is covered by locality-based comparability pay.
• Applicants may be referred over for consideration prior to the close date of this announcement.
• There may not be a vacancy at a listed location. Applicants for those locations will be added to our applicant pool if one should occur.

Ensure adherence to the requirements of federal laws in replying to, handling, and processing public requests for records and documentary material identified as "official documents" in the Air Force

Interpret instructions and recommend ways to resolve areas of concern with administrative processes

Act as point of contact and project manager for administrative actions concerning tours of duty to include logistical support and lodging

Provide guidance and technical assistance to group/wing staff members and/or geographically separated units (GSUs) regarding publications and forms of preparation and processing procedures, information privacy, confidentiality, security, disclosure and sharing of information.

Serve as the resident subject matter expert for all mandated administrative support programs

• Receives telephone calls and visitors to the clinic, determines the nature of call or visit, obtains identifying information, and verifies the patient's eligibility for treatment. and updates the existing medical record or prepare new record.
• Schedules appointments, completes the client admission forms. Screens/Updates the existing medical record or collects sufficient information to prepare new record. Reviews discharge information or handouts with client.
• Maintains clinic exterior, reception area and exam rooms to ensure general cleanliness (to include cleaning urine, feces and blood). Dispenses medications, annotates prescriptions and refills prescriptions accordance with polices and procedures
• Completes bi-weekly payroll reports. Prepares and submits required end of month reports. Assists with preparation of the yearly clinical budget. Initiates personnel actions at the direction of management. Monitors and replenishes inventory.
• Receives payments for services rendered. Balances cash and checks daily; makes daily bank deposit. Monitors and replenishes inventory. Serves as clinic ordering official and Government Purchase Cardholder. Processes purchasing documents.

WHAT IS THE TAXPAYER SERVICES (TS)DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas: Taxpayer Services Return Integrity and Compliance Services; Refundable Credits Examination
Operations (RCEO).

The following are the duties of this position at the full working level.

• Under the guidance of call site management, the incumbent utilizes on-line tools including Aspect, Customview, Webview, and Electronic Workforce Management (eWFM) to identify and react to real-time telephone staffing issues.
• Monitors and tracks employee time usage through the daily use of Real Time Adherence (RTA). Communicate real-time adherence issues to operation management for immediate resolution and/or to account for the employee by inputting the proper exception into eWFM or similar system.
• Notifies management of operational performance issues such as long wrap up of phone calls, lunch and daily breaks.
• Maintains a log of operational performance issues, staffing, and system problems.
• Monitors adherence to schedule by on-line tool applications.

• Observes, documents, and evaluates carrier and contractor performance. Inspects contractor's performance at owner's residence and at warehouse during packing, crating, loading, shipping, unloading, uncrating and unpacking.
• Counsels members regarding policies and procedures for the proper preparation of personal property for shipment and/or storage, including specialized items, to domestic and overseas locations.
• Prepares documentation reporting carrier performance using automated systems. Observes, documents, and evaluates performance of contractor on packing, containerization, and local drayage of personal property.
• Provides oversight of the Direct Procurement Method (DPM) contract. Serves as a Quality Assurance Evaluator (QAE), functionally qualified to ensure the Air Force receives quality contractor performed services and pays only for acceptable services received.

• Directly assists the Flight Chief in management of administrative office support programs.
• Performs a variety of technical tasks related to budget execution and records maintenance for the flight.
• Serves as the flight liaison for supplies, equipment control, and property accountability.
• Performs clerical and administrative work in support of the flight/organization.
• Performs as flight receptionist and administrative support for lead generations.

• Serves as the work leader by communicating assignments, explaining team goals and objectives, and observes and coaches the activities of three or more employees.
• Responsible for the coordination on all aspects of shipping/storage of goods.
• Interprets guidelines and instructions, determines the approach, and adapts the process, to resolve customer concerns, prioritizing workflow tasks for action.
• Estimates or validates charges, not limited to handling services, temporary storage, third-party services, mileage rates and accessorial services.
• Conducts statistical samplings and audits to execute program oversight of commercial industry, prioritizing actionable tasks.

• Establishes, updates, monitors, and maintains office records of various types.
• Cordially greets parents, children and visitors upon entering the Child Development Centers.
• Responsible for the accuracy of daily cashier reports, USDA records, reimbursement reports, deposits and all financial reports.
• Enrolls new children assisting parents with the completion of Air Force Forms 1181, USDA, waiting list, and any other form necessary for program enrollment.

The Lead MSA's working knowledge of various policies and procedures relating to the business rules regarding scheduling, clinical access, and the proper flow of work within the team contributes significantly to the daily business activities. The Lead MSA performs a variety of administrative functions associated with the scheduling of patient care for the clinical programs at the VA Boston Healthcare System.
Duties include but are not limited to:

• Ensures readiness for the patient visits through scheduling appointments and consults.
• Monitors clinics' access to care
• Monitors Insurance Capture Buffer (ICB) usage, ensuring insurance is collected at the time of appointments.
• Keep aware of rapidly changing regulations, directives, software patches, programs and processes involved in the delivery of the healthcare benefits package.
• Assist with the clean-up of the Encounter Action Required Report (EARR) and delinquent recall report and support clinics regarding utilization and clinic profile management.
• Receives and screens phone calls.
• Prepares correspondence and memos as needed.
• Promotes veteran registration for and utilization of MyHealtheVet (MHV).
• Stocks basic office supplies as needed.
• Assists veterans seeking emergent/urgent care and schedules appointments accurately.
• Utilizes call lists and telephones veterans to pre-register them before their visits when necessary.
• Oversee the status of work for all lower grade MSA positions working in the various clinical services.
• Make day-to-day adjustments in accordance with established priorities.
• Provides on-the-job training for new and current employees.
• Assist Supervisor MSA and leadership on taskings as needed.
• Assists with all other duties as assigned by Supervisor MSA

• This position is a NAGE bargaining unit position.
• Position is in the excepted service.
• Will be required to travel to other campuses within VA Boston Healthcare System as needed.
• Current and former federal employees must submit copies of their most recent non-award SF50 (notice of personnel action). The SF50 must identify the position, title, series, grad, step, tenure and type of service (competitive or excepted). In some cases, more than one SF50 may be required to show a higher grade previously held.

Duties include but are not limited to:

• Ensures readiness for the patient visits through scheduling appointments and consults.
• Monitors clinics' access to care
• Monitors Insurance Capture Buffer (ICB) usage, ensuring insurance is collected at the time of appointments.
• Keep aware of rapidly changing regulations, directives, software patches, programs and processes involved in the delivery of the healthcare benefits package.
• Assist with the clean-up of the Encounter Action Required Report (EARR) and delinquent recall report and support clinics regarding utilization and clinic profile management.
• Receives and screens phone calls.
• Prepares correspondence and memos as needed.
• Promotes veteran registration for and utilization of MyHealtheVet (MHV).
• Stocks basic office supplies as needed.
• Assists veterans seeking emergent/urgent care and schedules appointments accurately.
• Utilizes call lists and telephones veterans to pre-register them before their visits when necessary.
• Oversee the status of work for all lower grade MSA positions working in the various clinical services.
• Make day-to-day adjustments in accordance with established priorities.
• Provides on-the-job training for new and current employees.
• Assist Supervisor MSA and leadership on taskings as needed.
• Assists with all other duties as assigned by Supervisor MSA

• This position is a NAGE bargaining unit position.
• Position is in the excepted service.
• Will be required to travel to other campuses within VA Boston Healthcare System as needed.
• Current and former federal employees must submit copies of their most recent non-award SF50 (notice of personnel action). The SF50 must identify the position, title, series, grad, step, tenure and type of service (competitive or excepted). In some cases, more than one SF50 may be required to show a higher grade previously held.

(1) Advises regarding the practical and technical aspects of office administration, to include budgeting, purchasing, supply, personnel, word processing, and files management; and performs staff support work in each of these areas.

(2) Updates the office's supply sources; purchases supplies, equipment, and services through open market purchase by blanket agreement, cash or field purchase order, or similar methods; processes and tracks purchase documents;

(3) Collects data for the office-operating budget, reviews submissions for proper format and compliance with budget requirements, and consolidates material into an annual office budget. Sets up controls to monitor expenses during the year; and recommends budget adjustments including restructuring budget allocations or work plans to deal with changing situations such as varying costs for equipment parts, or services, and changes in the availability of funds. Maintains and transfer funds between several unrelated appropriated fund accounts and several revolving fund accounts. The accounts are subject to different regulations and procedures.

(4) Serves as the Records Management Coordinator for the organization. Ensures subordinate activities maintain official files in accordance with regulatory and published guidance. Provides instructions to personnel to ensure that the records program is executed properly. Provides for control of classified documents for the organization. Insures that documents are properly logged and safeguarded. Tracks virtually all financial, personnel, supply, and other administrative transactions as the documentation flows through the office in both electronic form and on paper. Maintains and revises the office filing system.

(5) Collects maintenance and/or logistics program information from personnel, enters it into electronic or manual information systems, and searches for it as requested; schedules use and maintenance of computer equipment; enters and retrieves information from a variety of systems; and helps field office employees to use the various computer systems.

(6) Serves as the focal point for all personnel actions in the organization. Initiates personnel actions as needed to include performance evaluations, standards, job announcements, and SF-52 actions. Maintains a register of pending actions and suspense dates. Completes requests for personnel actions; distributes forms and instructions for annual performance ratings; and ensures timely, proper completion of all personnel documents. Reviews documents for accuracy, format, and compliance with applicable regulations.

(7) Accomplishes travel arrangements for the office to include travel and hotel reservations, travel orders, and coordinates visits. May serve as the travel account program manager. Reconciles un-liquidated obligations to maximize funds utilization and may serve on the Program Budget Advisory Committee (PBAC).

(8) Prepares and monitors appointment/delegation letters and other additional appointments for all subordinate activities. Maintains an official file of all appointments and makes recommendations for changes or deletions based on personnel or policy changes. Prepares and distributes appointments and other duty assignments.

(9) Coordinates joint directorate inspections such as NGB, Army IG, and Army Audit Agencies, and other external agencies. Assists in the development of inspection schedules, coordinates with managers, develops inspection areas through analysis of previous inspection results, and highlights known vulnerabilities and problem areas. Maintains historical records on all previous external inspections.

(10) Assists in the development of policy letters, which may require researching applicable directives from higher authority, to ensure that no conflict will result from issuance of new policy. Coordinates draft policy with other staff directorates prior to submission for final review and approval.

(11) Work requires general knowledge of the maintenance and/or logistics mission and functions of the office; and understanding of how the office's various administrative services relate to one another and to the office's mission. Work also requires broad understanding and detailed procedural knowledge of budget, purchasing, personnel, and information processing functions of the office.

Performs other duties as assigned.

The above duty description does not contain all details of the official position description. For more details, please contact the POC listed above.

The Lead AMSA performs a variety of administrative functions associated with the scheduling of patient care for the clinical programs at VA Medical Center. Some duties include, but are not limited too:

• Provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that clerical processes, functions and goals are understood and met.
• Utilizes knowledge of VA policies, regulations, guidelines and process as they relate to the scheduling of patient appointments, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements(i.e. labs, EKGs, x-rays) to ensure readiness for the patient visit.
• Monitors clinic's Access to care.
• Monitors ICB usage ensuring insurance is collected at time of appointments and captured appropriately by the incumbent and other scheduling staff. Must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes involved in the delivery of the healthcare benefits package.
• Assists with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report; supports clinics regarding utilization and clinic profile management i.e. set-up of clinic grids, cancel and restore clinics.
• Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.
• Prepares correspondence and memos as needed.
• Promotes Veteran registration for and utilization of HealtheVet (MHV)
• Stocks basic office supplies for the executive suite.
• Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.
• Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits.
• Incumbent updates all patient demographics.
• Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.
• Assures that all appropriate VA forms are used correctly, and regulations followed.
• Provide educational sessions to train new employees in AMSA positions to ensure they possess the skills and knowledge to utilize scheduling package and follow scheduling directives.
• Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations

• Veterans' preference does not apply for internal or other current permanent Federal agency employees.
• This position is a NAGE Bargaining Unit position.
• This position is covered by a special rate.
• Narrative responses to the knowledge, skills and abilities (KSAs) may be required from the selectee in order to proceed with the appointment.
• Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held.

• Perform medical records, administrative and clerical duties in support of the medical facility.
• Receive and direct telephone calls, messages, and patients/visitors.
• Arrange and schedule medical appointments and determines patient eligibility for services.
• Use multiple office automation software with varied functions to produce a wide range of documents, formats, etc.
• Update and file patient medical records.