Advanced Medical Support Assistant

Aptive•Waco, TX

9d•Hybrid

About The Position

Aptive Resources is seeking Advanced Medical Support Assistants (AMSAs) to support the Care in the Community (CITC) Service at the VA Central Texas Veterans Health Care System. The positions involve complex administrative and healthcare support duties related to consult processing, scheduling, referral management, and coordinating Veteran care with community providers. The work calls for sound judgment, professionalism, and customer-service skills when responding to concerns from Veterans, employees, providers, and vendors while ensuring accurate and timely care coordination. Services are provided onsite if space is available, or in a hybrid arrangement if approved by the facility. Listed VA worksite locations are the Office of Community Care in Temple, the Austin Outpatient Clinic, and Doris Miller VA Medical Center in Waco. Clinic hours are Monday through Friday, either 8:00 a.m. to 4:30 p.m. or 7:30 a.m. to 4:00 p.m., excluding federal holidays. Contractor personnel work eight-hour shifts within these business hours. The posting lists 37 AMSA positions and one Lead AMSA position. Lead AMSAs coordinate staffing assignments and workload distribution, track staff leave, oversee the quality and timeliness of AMSA work, and act as liaisons among contract staff, VA leadership, and the COR. They also work with care coordination, scheduling, and walk-in teams to support consistent performance and professionalism. The employer describes Arrow ARC as providing healthcare staffing and program support to Veterans Health Administration facilities and offices across the United States through the 10-year Integrated Critical Staffing Program. Arrow is a Service-Disabled, Veteran-Owned Small Business joint venture between Artemis ARC and Aptive Resources.

Requirements

Must reside in the United States and live within 50 miles of the VA Central Texas Veterans Health Care System.
High school diploma or GED equivalent.
Oral and written proficiency in English.
Basic knowledge of medical terminology.
Ability to communicate tactfully and effectively, orally and in writing.
Strong customer service and problem-resolution skills.
Ability to work independently, set priorities, and organize workflow.
Typing speed of at least 50 words per minute.
Proficiency with computerized programs, databases, and electronic medical records.
Strong Excel skills.
No health or physical restrictions that interfere with assigned duties.
Ability to identify customer concerns, resolve issues accurately and promptly, and follow up to ensure resolution.

Responsibilities

Coordinate and authorize Veteran care with community providers when services are unavailable or cannot be provided promptly by VA.
Process Care in the Community referrals and consults using HSRM, PPMS, and other VA systems as required.
Schedule and track appointments and complete pre- and post-appointment contacts.
Validate and update Veteran demographic information.
Ensure health and administrative records are received, reviewed, and integrated into CPRS and VistA.
Screen and receive telephone calls courteously and promptly using Cisco/Jabber Automated Call Distribution.
Respond to inquiries about service delivery and provide customer service to Veterans, families, VA staff, contractors, physicians, fellows, and residents.
Communicate with VA medical providers about Community Care rules, regulations, and appropriate processes.
Use VA systems and Microsoft Office products in daily work, and notify contracting leadership when automated systems are not functioning as required.
Meet scheduling policies, procedures, and performance metrics; represent the VA professionally; complete patient communications accurately and on time; and maintain the confidentiality and security of Veteran information.
As Lead AMSA, coordinate staffing assignments and workload distribution, track and coordinate staff leave, oversee AMSA work quality and timeliness, liaise among contract staff, VA leadership, and the COR, and coordinate with care coordination, scheduling, and walk-in teams.