Note: The job is a remote job and is open to candidates in USA. The Marion VA Medical Center is accepting applications for an Advanced Medical Support Assistant (AMSA) for a Clinical Contact Center. The AMSA provides specialized administrative patient support and works collaboratively in a healthcare team to ensure access to care for Veterans.

Responsibilities

• The incumbent serves as an Advanced Medical Support Assistant (AMSA) in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team
• AMSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver
• The AMSA is responsible for routing clinical questions to appropriate clinical staff
• The AMSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care
• The Advanced MSA 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 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
• The AMSA is responsible for 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
• Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model
• AMSAs at this level 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
• 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 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
• Work Schedule 24/7 call center Weekends, holidays, evenings and overnights are possible to meet the agency need
• This position requires flexibility and availability to work various shifts, including evenings, nights, weekends, and holidays. The exact schedule may vary based on operational needs. Candidates should be prepared to cover a range of shifts. Specific shift assignments will be determined upon hire and may change over time to ensure adequate coverage

Skills

• 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
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Complete all application requirements detailed in the 'Required Documents' section of this announcement
• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy
• You MUST meet one of the three combinations of education and experience described below to meet the BASIC qualifications for this position: (1) Experience. Six months 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; OR (2) Education. One year above high school; OR (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria)
• Experience. One year of experience equivalent to the GS-5 grade level
• Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• Ability to schedule medical appointments in a clinical setting
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
• Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers
• Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations
• Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers
• Advanced knowledge of the technical health care process as it relates to access to care
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
• Customer Relationship Manager (CRM) application experience ISS Scheduling experience
• High volume Call Center experience
• At least 1-year Primary Care Clinic Scheduling Experience in the past 24 months
• Reliable high speed internet connectivity with wired connections capabilities is required (No satellite providers or hotspot allowed)

Benefits

• 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)
• Up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child
• 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
• Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
• Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

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