Advanced Medical Support Assistant

Job Title

The employee is responsible for initiating and carrying out a variety of administrative and technical duties in support of the VA Community Care Program.

Duties

Duties include but not limited to:

• Provide expert level, efficient and accurate responsive assistance to Veterans seeking care on the Automatic Call Distribution (ACD) Line within Community Care.
• Meet and exceed productivity standards as outlined in the yearly performance standard(s).
• Ability to utilize multiple systems to review consults, create packets for consults and create authorizations.
• Ability to process consults from end to end (i.e., preferences, review for approval from appropriate approving officials, create documentation packets (REFDOC), apply screening triage tool, apply standard episode of care (SEOC), send consult to authorization system, fax to vendor, contact vendor/Veteran about appointment information, input appointment into computerized system, mail appointment letters and authorizations).
• Provide seamless Customer Service via different mediums-phone, face to face, a plethora of computer-based software- to ensure the appropriate service recovery and customer satisfaction.
• Monitoring the Community Care Automatic Call Distribution (ACD) line which is an integral part of the Community Care Program.
• Screen/receive phone calls in a courteous and timely manner, determines the nature of the request, assess the caller needs, and provide the desired information using HIPPA guidelines and established Community Care processes.
• Complete warm handoffs to other departments as deemed appropriate.
• Provide vendors and Veterans with consult updates as requested.
• Contact Veterans by telephone to educate the Veteran on the Community Care consult process and coordinate appointment(s) with other VA facilities, contract Vendors, or Community providers.
• Will have advanced knowledge of methods and metrics that directly affect access to Community Care, hospital performance goals and objectives, as well as public image.
• Perform additional duties as assigned.

Work Schedule

7:30am to 4:00pm, Monday - Friday. Work schedule subject to change due to the needs of the department.

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)

Telework

Not available

Virtual

This is not a virtual position.

Functional Statement #:

619-61272F

Permanent Change of Station (PCS):

Not authorized