The Advanced Medical Support Assistant (AMSA) in the Central Arkansas Veterans Healthcare System's Nursing Operations / Clinical Contact Center (CCC) is part of an interprofessional healthcare team. The AMSA works at the Central Arkansas Veterans Healthcare System, North Little Rock, Arkansas.
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.
Duties may include but are not limited to: Works collaboratively with Central Arkansas Veteran Healthcare System Veterans Integrated Service Network (CAVHS 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.
Responsible for answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the CAVHS VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Utilizes 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 Schedules, cancels, re-schedules patient appointments and/or consults. Obtains medical documentation from patients Processes medication refill requests Obtains and reviews electronic medical records.
Participates in huddles with other MSAs and/or CAVHS VISN CCC staff to determine the daily needs of the VISN CCC. 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 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.
Work Schedule: Rotating shifts, weekends and holidays. Schedule will be discussed during the interview. Schedule subject to change based on the needs of the facility. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 598-00273-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
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/.
Elizabeth.Geppner@va.gov · 720-968-1840
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $45409 – $59031/yr.
Applications close on 2026-11-09.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-29 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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