Advanced Medical Support Assistant (Call Center)

Advanced Medical Support Assistant

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 to include but not limited to telephone calls, secure messaging, chat, text messaging and video. The AMSA is responsible for:

• Answers telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the Call Center, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model.
• Develops and/or maintains effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities.
• Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the Call Center or directs the contact to the appropriate discipline within the Call Center or department for resolution.
• Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.
• Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
• Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
• Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught.
• Resolves Veteran complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations.

Other duties as assigned.

*THIS IS NOT A REMOTE OR TELEWORK POSITION. MUST BE WILLING TO RELOCATE/REPORT TO THE SAN BRUNO VA CLINIC*

Work Schedule: Monday-Fridays, Hours will vary based on needs.

Pay: 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)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

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)

Telework: Available

Functional Statement #: 662-09850F

Permanent Change of Station (PCS): Not Authorized