Medical Support Assistant (Advanced)

The Advanced Medical Support Assistant (AMSA) 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. Some of the major duties of this position include, and are not limited to: Responsible for answering telephones, 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 with VHA national scheduling guidelines. Manages patient information and scheduling systems to ensure accurate data, resolve discrepancies, and coordinate all appointment-related activities, including scheduling, canceling, rescheduling, documenting no-shows, and monitoring appointment requests across multiple electronic platforms. Gathering and obtaining medical information from patients; processing medication refill and medication renewal requests; reviewing electronic health record, obtaining medical records, verifying and updating all demographics. Manages various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate all symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution. Performs other duties as assigned. Work Schedule: WHEN tours varies - weekends, evenings, nights: 7:00am-3:30pm, 10:30am-7:00pm, 11:30am-8:00pm, 2:30pm-11:00pm, 3:30pm-12:00am, 12:00am-8:00am. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 06143-F / Medical Support Assistant (Advanced) Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized