Advanced Medical Support Assistant

Aptive•Waco, TX

1d•Hybrid

About The Position

Aptive Resources is seeking Advanced Medical Support Assistant (AMSA) to service the Care in the Community (CITC) Service at the VA Central Texas Veterans Health Care System. These positions require a high degree of judgment, professionalism, and customer service skill in responding to Veteran, employee, provider, and vendor concerns while ensuring accurate and timely care coordination. AMSAs perform a wide variety of complex administrative and healthcare support duties related to consult processing, scheduling, referral management, and coordination of Veteran care with community providers. Lead AMSAs oversee staffing coordination, workload distribution, quality assurance, and act as a liaison between contract staff and VA leadership.

Requirements

Resident of the United States of America.
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 required.
No health or physical restrictions that interfere with assigned duties.
Ability to identify customer concerns, resolve issues accurately and timely, and follow up to ensure resolution.
All contracted personnel must live within 50 miles of the VA Central Texas Veterans Health Care System.

Responsibilities

Coordinate and authorize Veteran care with community providers when services are not available or cannot be provided timely by VA.
Process CITC referrals and consults using HealthShare Referral Manager (HSRM), Provider Profile Management System (PPMS), and other VA systems as required.
Perform appointment scheduling, tracking, and pre- and post-appointment contacts.
Validate and update Veteran demographic information.
Ensure receipt, review, and integration of health and administrative records into CPRS and VistA.
Screen and receive telephone calls courteously and timely using Cisco/Jabber Automated Call Distribution.
Respond to inquiries regarding delivery of services.
Provide high-quality customer service to Veterans, families, VA staff, contractors, physicians, fellows, and residents.
Communicate with VA medical providers regarding Community Care rules, regulations, and appropriate processes.
Daily use of VA systems including but not limited to: VistA CPRS HSRM REFDOC EPSI CTM PPMS External Provider Scheduling (EPS) Emergency Care Reporting Portal (ECR) RightFax
Daily use of Microsoft Office products (Excel, Word, Outlook, Microsoft Teams).
Notify contracting leadership when automated systems are not functioning as required.
Coordinate staffing assignments and workload distribution.
Track and coordinate staff leave.
Oversee quality and timeliness of work performed by AMSAs.
Serve as liaison between contract staff, VA leadership, and the COR.
Work closely with care coordination, scheduling, and walk-in teams to ensure consistent performance and professionalism.
Ensure all scheduling policies, procedures, and performance metrics are met.
Represent the VA in a positive, professional, and proactive manner.
Ensure all patient communications are completed accurately and on time.
Maintain confidentiality and security of sensitive Veteran information.