Job Listing
Advanced Medical Support Assistant (Call Center)
Veterans Health Administration · Posted 13 days ago
On-site San Bruno, CA $63K – $82K Apply by Sep 10, 2026 Medical Support Assistance ESFJESTJISFJISTJ Customer SuccessHealthcare
Apply for this job → About the Role
The Advanced Medical Support Assistant (AMSA) in the San Francisco VA Healthcare System Call Center serves as part of an interprofessional healthcare team. AMSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The AMSA is responsible for routing clinical questions to appropriate clinical staff. The AMSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.
What You'll Do
- →Total Rewards of a Allied Health Professional 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.
- →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: Answers telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the Call Center, 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.
- →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.
- →Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the Call Center or directs the contact to the appropriate discipline within the Call Center or department 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.
- →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.
- →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.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job.
- ✓Selective Service Registration is required for males born after 12/31/1959.
- ✓Must be proficient in written and spoken English.
- ✓Subject to background/security investigation.
- ✓Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Must pass pre-employment physical evaluation.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- ✓Complete all application requirements detailed in the "Required Documents" section of this announcement.
- ✓As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Personality Fit
Job ID: b19f90b0-57c3-4711-af78-a43841518cf9
Posted via USAJobs