Medical Support Assistant; Advanced; Call Center

Medical Support Assistant (Advanced) (AMSA) - Call Center

The Medical Support Assistant (Advanced) (AMSA) - Call Center provides specialized and expert administrative patient support while working collaboratively in an interprofessional 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. Works collaboratively with VA programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.

The AMSA is responsible for answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VCB Call Center, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model.

AMSAs develop and/or maintain effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities.

Work Schedule:

Monday - Friday 8:00 a.m.

- 4:30 p.m.

Recruitment/Relocation Incentives (Sign-on Bonus):
Not Authorized

Pay:
Competitive salary and regular salary increases

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)

Parental Leave:
After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy:
After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement:
Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA

Insurance:
Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

Telework:
Not Available

Virtual:
This is not a virtual/remote position.

Functional Statement #: 55606-F

Preferred Experience:

• One year experience working in a clinical environment coordinating clinic schedules for providers
• One year experience scheduling patients in a medical appointment software in an interdisciplinary coordinated care delivery model
• One year experience managing patient communications in an interdisciplinary coordinated care delivery model (e.g. telephone and/or e-mail)
• One year experience with documenting appropriate information into an electronic medical record.
• One year of administrative/office customer service skills in de-escalation, problem solving, decision making, and tactful communication skills orally and in writing.