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Medical Support Assistant ( Advanced)
Veterans Health Administration · Posted today
About the Role
The employee serves as an Advanced Medical Support Assistant within the VA Care in the Community program. In this role, the employee ensures that Veterans are scheduled for community-based care in accordance with national guidelines. Responsibilities include making and receiving calls with Veterans, vendors, and other VA staff members. Additionally, the employee undertakes a variety of administrative and technical tasks to support the VA Community Care program
What You'll Do
- →The Advanced MSA provides excellent customer service based on the principles of relationship-based care for Veteran callers contacting the Automatic Call Distribution (ACD) line.
- →The role requires global understanding of VA policies, independent decision making, and multi-disciplinary collaboration.
- →The AMSA provides the Veteran with compassionate, professional, and knowledgeable "First Call" resolution to their inquiries eliminating or limiting multiple telephone transfers or multi staff attempts.
- →The AMSA handles each administrative and/or clinical call independently guidance from the AMSA Supervisor.
- →The AMSA must be flexible to the changing demands and future development of the Community Care program.
- →The AMSA utilizes advanced interpersonal skills to effectively understand patient's needs, assess possible courses of action, and take appropriate measures to ensure patient satisfaction.
- →Consult Management is a major part of the Care in the Community program operations.
- →The major functions of consult management are:1.
- →Meet and exceed productivity standards as outlined in the yearly performance standard(s).2.
- →Open to receiving audits.3.
- →Ability to utilize multiple systems to review consults, create packets for consults and create authorizations.
- →Please note these software systems will update/change depending on the VISN requirements/guidelines for Community Care.4.
- →Ability to be flexible and multitask.5.
- →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.7.
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 examination.
- ✓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: 5ed32ad8-88de-4d9b-9176-2ef88f694cd3
Posted via USAJobs