Medical Support Assistant (Advanced)

Veterans Health Administration • Louisville, KY

6d • Onsite

About The Position

The incumbent serves as an Advanced Medical Support Assistant (AMSA) for the Daytime Clinical Contact Center in Primary Care at the Greenwood VA CBOC. The AMSA serves as part of an interprofessional healthcare team, providing support across multiple ancillary and interprofessional clinics. The AMSA is responsible for routing clinical questions to appropriate clinical staff. They play an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interprofessional coordinated care delivery model. Work involves specialized administrative judgment 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 Veterans via various available contact modalities.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Must travel to Fort Knox CBOC for orientation and training.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week.
• As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• One year of experience equivalent to the GS-5 grade level.
• Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
• Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.

Nice To Haves

• Previous experience in a Clinical Contact Center or medical office setting is preferred.
• A minimum of one year of customer service experience is also preferred.

Responsibilities

• Maintaining professional and emotional composure while providing telephone care in a fast-paced, high call volume environment
• Scheduling, interpreting, and verifying appointments or provider return-to-clinic orders in accordance with VHA national scheduling guidelines
• Utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery mode
• Maintaining effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies
• Providing accurate details of organizational information to Veterans regarding the different services the VA offers
• Screening incoming telephone calls and appropriately escalating symptomatic concerns to clinicians within the VISN CCC or appropriate discipline within the department for resolution
• Providing high-quality customer service to Veterans and their families/caregiver
• Communicating tactfully and effectively to challenging customers who may be threatening, abusive, or distraught; resolving Veteran complaints as appropriate.
• Performing duties as assigned to ensure efficient and effective operations

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

What This Job Offers

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