Advanced Medical Support Assistant

Medical Support AssistantDuties and program responsibilities include but not limited to the following:Scheduling, Rescheduling or Cancelling Appointments. Incumbent receives incoming calls and provides telephone customer service by rescheduling or cancelling appointments (for any appointment).Operates CISCO phone along with CISCO Finesse application during administrative and non-administrative duty hours.Receives and distributes incoming calls. Assists callers with questions about the Medical Centers, Outpatient Clinics and Community-Based Outpatient Clinics throughout North Florida/South Georgia.Uses a personal computer to retrieve information from VistA & Outlook as needed to direct calls in a timely and accurate manner. The type of calls handled includes a full range of local, long distance, Federal Telephone System (FTS), conference calls, emergencies and tie-line circuits.Provide organizational information to in-house, as well as incoming callers using VistA, Outlook and employee directories in the computer (or printed directories).The employee is expected to handle, on a regular basis, difficult calls that require extensive personal involvement. Examples include: calls for emergencies such as code blue, code grey, emergency response team (ERT), ST-elevation myocardial infarction (STEMI) alerts, fire, bomb threats or other services; calls requiring tactful handling of confused, abusive or threatening individuals; calls from staff requesting nonemergency response by police or fire to a variety of situations; calls from the irate beneficiaries regarding appointments, lack of treatment, etc.; and calls from mentally incompetent, alcohol or drug addicted persons who require special attention by the operator while attempting to locate the correct social services personnel to handle the call.Deal with multiple phone calls or situations simultaneously, while remaining calm in stressful situations. The incumbent must have a keen awareness of radio traffic occurring throughout their tour of duty and display quick decision-making skills.The pace of the phone system is such that incoming and outgoing calls must be handled with speed and accuracy. Several calls must be handled simultaneously and difficult calls requiring prolonged personal involvement must be handled without assistance from the supervisor, who is not at the switchboard all the time.Serves as a focal point of activity during his or her tour of duty.Performs other duties as assigned.Work Schedule: Monday - Friday 8:00 a.m. - 4:30 p.m.Recruitment Incentive (Sign-on Bonus): Not AuthorizedPermanent Change of Station (Relocation Assistance): Not AuthorizedPay: Competitive salary and regular salary increasesPaid 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 $416.66Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VAInsurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)Telework: Not AvailableVirtual: This is not a virtual position.Functional Statement #: 51006F