Advanced Medical Support Assistant

Veterans Health Administration • Tuskegee, AL

9d • Onsite

About The Position

The Advanced Medical Support Assistant (AMSA) serves in the VA Care in the Community program at the Central Alabama Veterans Health Care System in Tuskegee, Alabama. The employee provides administrative and technical support for the VA Community Care Program and receives and completes calls from Veterans, vendors, and VA staff.

The AMSA provides efficient, accurate, and responsive assistance to Veterans through the Community Care Automatic Call Distribution (ACD) line, meeting productivity standards. The role uses multiple systems to review and process consults, create documentation packets and authorizations, coordinate appointments with VA facilities, contract vendors, and community providers, and communicate appointment information to Veterans and vendors. Customer service is provided by phone, in person, and through computer-based software, following HIPAA guidelines and Community Care processes.

The position is scheduled Monday through Friday from 7:30 a.m. to 4:00 p.m.; the schedule may change based on departmental needs. Telework is not available, and the position is not virtual. The position is permanent, and permanent change of station (PCS) is not authorized.

Requirements

• U.S. citizenship, except that non-citizens may be appointed when recruiting qualified citizens is not possible under VA policy.
• High school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a state or territorial Board or Department of Education.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade for the grade determination described in the announcement.
• Advanced knowledge of technical health care processes related to access to care, including scheduling across interdisciplinary coordinated care delivery and/or care-in-the-community models and patient health care portals.
• Advanced knowledge of policies and procedures for interdisciplinary coordinated care delivery and/or care-in-the-community operations that affect patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities and organize work to meet deadlines while complying with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively by electronic means, phone, in person, and in writing with internal and external customers; this may include preparing reports, presenting data, and resolving patient concerns.
• Must complete required application and onboarding processes and background/security investigation.
• Must meet identification requirements for pre-employment, including the stated REAL ID requirements effective May 7, 2025.
• Must participate in the seasonal influenza vaccination program as a VA Health Care Personnel employee.
• Must serve a one- or two-year trial period, subject to written certification for continued employment upon completion.
• Physical capabilities include visual acuity, keen hearing, clear and distinctive speech, and manual dexterity; the role may involve prolonged sitting and use of a telephone and computer, walking, standing, stooping, bending, pulling, pushing, and transferring equipment or objects.

Nice To Haves

• Clerical experience.
• Microsoft Excel experience.
• Call center experience.

Responsibilities

• Provide efficient, accurate, and responsive assistance to Veterans seeking care through the Community Care ACD line and meet productivity standards.
• Use multiple systems to review consults, create consult packets, and create authorizations.
• Process consults end to end, including recording preferences; obtaining approval from appropriate officials; creating REFDOC documentation packets; applying screening triage tools and standard episodes of care (SEOC); sending consults to the authorization system; faxing them to vendors; contacting vendors and Veterans about appointments; entering appointments into the computerized system; and mailing appointment letters and authorizations.
• Provide customer service by phone, in person, and through computer-based software, with a focus on appropriate service recovery and customer satisfaction.
• Monitor the Community Care ACD line; screen and receive calls courteously and promptly; determine the nature of requests; assess caller needs; and provide information in accordance with HIPAA guidelines and Community Care processes.
• Complete warm handoffs to other departments when appropriate.
• Provide vendors and Veterans with consult updates upon request.
• Contact Veterans by telephone to explain the Community Care consult process and coordinate appointments with VA facilities, contract vendors, or community providers.
• Apply advanced knowledge of methods and metrics affecting access to Community Care, hospital performance goals and objectives, and the program's public image.
• Perform additional duties as assigned.

Benefits

• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family income and eligible-child criteria, of up to 25% of eligible childcare costs and a monthly maximum of $416.66.
• Traditional federal pension with five-year vesting and a federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.
• Selected applicants may request credit toward annual leave accrual based on prior federal employment or military service; approval is not guaranteed and must be obtained before appointment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED