Medical Support Assistant (Advanced)

Department of Veterans Affairs

The Advanced Medical Support Assistant (AMSA) serves in VISN 23 VA Health Connect, formerly known as the Clinical Contact Center (CCC) as part of an interprofessional healthcare team working collaboratively with the other VA Health Connect pillars in resolution or direction of calls via various contact modalities.

• Announcement will close once 50 applicants is reached Total Rewards of a Allied Health Professional Major duties include but are not limited to: Provides specialized and expert administrative patient support while working collaboratively in an interprofessional coordinated care delivery model. Works collaboratively with VISN 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. Answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VISN CCC, 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. Other assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record, obtaining medical records, faxing, participating in huddles (with cameras on) with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients. Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs interprofessional team members about shared patients (i.e.)., those who receive their care at multiple VA centers or those who receive care in the community. Provides information and resolution to Veterans' request within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the VISN CCC or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution. Uses various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Work Schedule: Full-time; Monday - Friday. Operating hours are 7am - 7 pm central with multiple shifts available to be discussed in interview. Telework: Not applicable, this is a remote position. Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Read the full announcement on USAJOBS