The Advanced Medical Support Assistant (AMSA) within the VISN6 Clinical Contact Center (CCC) is part of an inter-professional healthcare team. The AMSA provides support across multiple ancillary and inter professional clinics and determines the needs of the Veteran/caregiver, is responsible for routing clinical questions to appropriate clinical staff and plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an inter-professional 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 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. 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. AMSAs at this level develop and/or maintain effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities.
Duties of the AMSA include but are not limited to: Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information. Monitoring appointment requests from multiple electronic sources. Gathering and obtaining medical information from patients. Processing medication refill requests. Reviewing electronic health record, obtaining medical records, sending and receiving fax.
Participate in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC. Monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients. Manages patient systems to verify and validate accuracy and resolve issues.
Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment Informs interprofessional team members about shared patients (i.e.)., those who receive their care at multiple VA centers or those who receive care in the community.
Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate 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.
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. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
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. Provides high-quality customer service to Veterans and their families/caregivers.
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 related duties may be assigned. Total Rewards of a Allied Health Professional Work Schedule: 24/7 hour Call Center (Weekends, Holidays, Evenings, and Nights); Rotating tours which will be determined by the Supervisor.
Remote: This is a remote position. This position is currently exempt from the Return to Office requirements. Remote exempted positions are reviewed annually and do not imply permanent remote work status. Functional Statement #: 000000
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.
For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
dina.cuttino@va.gov · 843-739-5446
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $45409 – $59031/yr.
Yes, this position is fully remote.
This position requires a Other security clearance.
Applications close on 2026-10-06.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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