Advanced Medical Support Assistant (AMSA)

Customer Value Partners • Dayton, OH

17h • $21 • Onsite

About The Position

CVP is seeking Advanced Medical Support Assistants (AMSAs) to join our team in supporting high-quality primary care services for our Nation's Veterans at the Dayton VA Medical Center. The AMSA serves as a foundational member of the Patient Aligned Care Team (PACT), providing a full range of administrative and medical support services that enable the clinical team to deliver efficient, Veteran-centered care.

Requirements

• Must be eligible to obtain a Public Trust government security clearance; US Citizenship is required.
• High School Diploma or General Equivalency Diploma (GED).
• 2+ years of experience in a medical administrative support role, OR certification from an accredited institution related to medical administration.
• Proficiency in Electronic Health Record (EHR) and scheduling systems; training on VA-specific systems including VistA and CPRS will be provided upon onboarding.
• Knowledge of medical terminology, hospital and clinic operations, and administrative procedures.
• Strong customer service skills with the ability to interact professionally and compassionately with Veterans and their families in person and by phone.
• Strong organizational skills with the ability to manage competing priorities, adjust workflows, and meet deadlines in a fast-paced clinical environment.
• Proficiency in basic computer skills including Microsoft Office and data entry.

Nice To Haves

• Prior experience in a VA or federal healthcare environment is strongly preferred.
• Familiarity with VHA scheduling directives and outpatient scheduling management procedures is preferred.

Responsibilities

• Perform a full range of receptionist and customer service duties, serving as a front-line point of contact for Veterans, families, and clinical staff.
• Maintain appointment schedules for one or more clinics or units, ensuring accurate and timely scheduling in accordance with VHA Directive 1230, Outpatient Scheduling Management, and all applicable department SOPs.
• Schedule appointments with patient input, whether in person, by phone, or online, to minimize unnecessary trips to the medical center.
• Complete a minimum of scheduling actions in accordance with department productivity standards.
• Conduct daily review of active and pending consults, Recall lists, Return to Clinic lists, and related communications for accuracy and appropriate disposition.
• Adjust appointment times, locations, and dates as needed to assist with clinic access contingency plans, including shifting patients to other healthcare providers when staffing or coverage conflicts arise.
• Take appropriate action to update schedules with regard to cancellations, no-shows, and rescheduling of patients.
• Notify the Primary Care Admin Supervisor when clinic access is less than desirable or when an individual patient cannot be scheduled within mandated clinic timeframes.
• Use each patient interaction to validate and update demographic information, either in person during check-in or over the phone, to reduce returned mail and contact failures.
• Ensure patient safety standards are met by using correct VA patient identification procedures, utilizing multiple forms of identification confirmation per department requirements.
• Explain the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients.
• Collect, scan, and update health insurance information, contributing to the revenue collection process by identifying patients with third-party insurance.
• Advise Veterans of eligibility for Beneficiary Travel reimbursement, including reimbursement rates and financial eligibility requirements.
• Communicate with Veterans and stakeholders regarding the conversion of special mode travel requests to patient travel reimbursement voucher claims when appropriate.
• Ensure that all necessary health and administrative information is accurately integrated into the current computerized patient record system (EHR) when records are received.
• Screen and receive phone calls in a courteous and timely manner, determine the nature of requests, and provide appropriate information using established privacy protocols and clinic processes.
• Maintain privacy and confidentiality of all patient information, medical records, and electronic data at all times in compliance with HIPAA, the Privacy Act, and all applicable VA regulations.
• Safeguard medical records by maintaining appropriate physical security and ensuring computer screens are inaccessible to unauthorized individuals; utilize appropriate channels when releasing confidential information.
• Respond to leadership action items, notifications, and suspenses in a timely manner in line with department guidance.
• Validate assigned team workload and ensure reporting is reviewed to meet department matrix requirements.
• Manage position responsibilities and set priorities and deadlines, adjusting the flow and sequencing of work to meet team and patient needs.
• Provide administrative services guiding patients to the Transportation Coordinator for Veterans support services.
• Participate in daily team huddles and weekly team meetings to discuss patient care planning and management with the assigned PACT team.
• Provide technical guidance to optimize use of service resources available to Veterans within required duties.
• Plan and provide support services in the following program areas: electronic records management, program coordination, patient scheduling, and space utilization services.
• Provide analysis and recommendations to operating managers and supervisors on how provided services can assist in accomplishing their missions and programs.
• Provide important interfaces and collaborations with larger healthcare system providers including VA and non-VA specialists, hospitals, diagnostic and treatment facilities, and community-based programs as required.
• Review telehealth and clinical workload for timely and accurate capture and inform appropriate staff of actions required.
• Comply with all HIPAA, Privacy Act, and VA confidentiality requirements at all times.

Benefits

• Health & Wellness (H&W): $5.09/hr (H&W will be prorated based on enrollment in the benefits offered, including automatic enrollment in employer-paid plans).

What This Job Offers

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