Advanced Medical Support Assistant

Summary

NOTE: this is a NON-REMOTE, virtual position at VHA owned or leased space, and is subject to the "Return to Office" Presidential Memorandum.

Must be a current-permanent employee of VISN 19.

An Advanced Medical Support Assistant in a VISN Clinical Contact Center is part of an inter-professional healthcare team. The AMSA provides support across multiple ancillary clinics and determines the needs of the Veteran/caregiver. Responsible for routing clinical questions to appropriate clinical staff.

Duties Include, But Are Not Limited To:

• Provide specialized and expert administrative patient support while working collaboratively in an inter-professional coordinated care delivery model.
• Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
• Work collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the need of Veterans via various available contact modalities including telephone calls, secure messaging, chat, text messaging, and video.
• The AMSA is responsible for answering telephones, secure messaging and chat messages, relaying messages to appropriate staff, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Maintain effective and efficient communication with the patient, inter-professional care delivery teams, and VA medical centers.
• Scheduling, canceling, re-scheduling patient appointments; entering no-show information; monitoring appointment requests for multiple electronic sources.
• Gathering and obtaining medical information from patients; processing medication refill requests.
• Reviewing electronic health records, obtaining medical records, participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC.
• Verifying and updating demographics when contacted by patients.
• Manage patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists; informs inter-professional team members about shared patients.
• Provide information and resolution to Veterans' requests within scope, uses administrative judgment to escalate symptomatic concerns to clinicians with the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution.
• Provide accurate detail of organizational information to Veterans regarding the different services the VA offers.
• Provide high-quality customer service to Veterans and their families/caregivers.
• Communicate tactfully and effectively to challenging customers who may be threatening, abusive, or distraught.

Work Schedule: Full-time; Varying shifts 24/7 Operations to include nights, weekends, and holidays.

Requirements:

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Must pass pre-employment physical examination.

Qualifications:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience: One (1) year experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position.
• Education: Four (4) years above high school.

Physical Requirements: No special physical exertion is required. The work is primarily performed while sitting though some work may require periods of standing. The regular and recurring work of the position involves sitting at a desk, conferences, meetings, etc., and occasional visits to activity work sites.

Important: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.