The Advanced Medical Support Assistant (AMSA) serves in VISN 23 VA Health Connect, formerly known as the Clinical Contact Center (CCC) as part of an interprofessional healthcare team working collaboratively with the other VA Health Connect pillars in resolution or direction of calls via various contact modalities.
Announcement will close once 50 applicants is reached Total Rewards of a Allied Health Professional Major duties include but are not limited to: Provides specialized and expert administrative patient support while working collaboratively in an interprofessional coordinated care delivery model.
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.
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.
Other assignments at this level 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, faxing, participating in huddles (with cameras on) 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' request 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 VISN CCC or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
Uses 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. Work Schedule: Full-time; Monday - Friday.
Operating hours are 7am - 7 pm central with multiple shifts available to be discussed in interview. Telework: Not applicable, this is a remote position. Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official college transcript with your application.
If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official) 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/.
kimberley.wilkinson@va.gov · 832-546-9908
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.
Applications close on 2026-10-05.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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