Medical Support Assistant (Advanced)
About The Position
The Advanced Medical Support Assistant (AMSA) in a VISN Clinical Contact Center (CCC) is part of an interprofessional healthcare team. The AMSA provides support across multiple ancillary and interprofessional clinics and determines the needs of Veterans/caregivers. 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 care. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interprofessional and coordinated care delivery model. Work involves specialized administrative judgement 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 the 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 phones, 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 wit the VHA national scheduling guidelines. Uses advance knowledge of health care process as it relates to the access of care to ensure Veteran appointment scheduling is efficient, operational, and prioritized to maintain Veteran flow and clinic readiness. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
Responsibilities
- Provides support across multiple ancillary and interprofessional clinics and determines the needs of Veterans/caregivers
- Responsible for routing clinical questions to appropriate clinical staff
- Plays an integral role in achieving first-contact resolution through Veteran-centered care
- Provides specialized and expert administrative patient support while working collaboratively in an interprofessional and coordinated care delivery model
- Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of the Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video
- Responsible for answering phones, 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 wit the VHA national scheduling guidelines
- Uses advance knowledge of health care process as it relates to the access of care to ensure Veteran appointment scheduling is efficient, operational, and prioritized to maintain Veteran flow and clinic readiness
- Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit
Benefits
- Competitive salary and regular salary increases
- Paid Time Off: 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)
- Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
- Child Care Subsidy: After 60 days of employment, 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.
- Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
- Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
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What This Job Offers
Job Type
Full-time
Industry
Administration of Human Resource Programs
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
