Lead Advanced Medical Support Assistant

Reporting Facility: VA Central Texas Veterans Health Care System (CTVHCS)

Aptive Resources is seeking an Advanced Medical Support Assistant (AMSA) to service the Care in the Community (CITC) Service at the VA Central Texas Veterans Health Care System. These positions require a high degree of judgment, professionalism, and customer service skill in responding to Veteran, employee, provider, and vendor concerns while ensuring accurate and timely care coordination.

AMSAs perform a wide variety of complex administrative and healthcare support duties related to consult processing, scheduling, referral management, and coordination of Veteran care with community providers. Lead AMSAs oversee staffing coordination, workload distribution, quality assurance, and act as a liaison between contract staff and VA leadership.

Services will be provided on-site if space is available or hybrid as approved by the facility.

VA Facilities:

• Office of Community Care (OCC) 1901 Veterans Memorial Blvd, Temple, TX 76504
• Austin Outpatient Clinic 7901 Metropolis Drive, Austin, TX 78744
• Doris Miller VA Medical Center 4800 Memorial Drive, Waco, TX 76711

• Clinic
  
  Hours:
  • Monday–Friday
  • 8:00 a.m. – 4:30 p.m. or 7:30 a.m. – 4:00 p.m.
  • Excluding Federal holidays
• Contractor personnel will work 8-hour shifts within defined business hours.

• Provide leadership and oversight to AMSAs, including assigning workload, monitoring performance, and providing guidance on scheduling procedures and patient access protocols.
• Coordinate and manage complex scheduling activities, including clinic appointments, consults, cancellations, recalls, and ensuring compliance with facility policies and access standards.
• Serve as a subject matter expert (SME) for scheduling systems (e.g., VistA/CPRS/Cerner), patient eligibility, insurance verification, and clinic workflow processes.
• Resolve escalated patient issues and complaints, ensuring timely, professional communication and adherence to customer service standards.
• Monitor productivity, accuracy, and quality assurance metrics, providing training and feedback to staff to maintain compliance with national, VISN, and facility guidelines.

• Coordinate and authorize Veteran care with community providers when services are not available or cannot be provided timely by VA.
• Process CITC referrals and consults using Health Share Referral Manager (HSRM), Provider Profile Management System (PPMS), and other VA systems as required.
• Perform appointment scheduling, tracking, and pre- and post-appointment contacts.
• Validate and update Veteran demographic information.
• Ensure receipt, review, and integration of health and administrative records into CPRS and VistA.

• Screen and receive telephone calls courteously and timely using Cisco/Jabber Automated Call Distribution.
• Respond to inquiries regarding delivery of services.
• Provide high-quality customer service to Veterans, families, VA staff, contractors, physicians, fellows, and residents.
• Communicate with VA medical providers regarding Community Care rules, regulations, and appropriate processes.

• Daily use of VA systems including but not limited to:
  • VistA
  • CPRS
  • HSRM
  • REFDOC
  • EPSI
  • CTM
  • PPMS
  • External Provider Scheduling (EPS)
  • Emergency Care Reporting Portal (ECR)
  • Right Fax
• Daily use of Microsoft Office products (Excel, Word, Outlook, Microsoft Teams).
• Notify contracting leadership when automated systems are not functioning as required.

• Ensure all scheduling policies, procedures, and performance metrics are met.
• Represent the VA in a positive, professional, and proactive manner.
• Ensure all patient communications are completed accurately and on time.
• Maintain confidentiality and security of sensitive Veteran information.

• Resident of the United States of America.
• High School Diploma or GED equivalent.
• Oral and written proficiency in English.
• Basic knowledge of medical terminology.
• Ability to communicate tactfully and…