Medical Support Assistant (Advanced)

The incumbent serves as an Advanced Medical Support Assistant (AMSA) for the Daytime Clinical Contact Center in Primary Care at the Greenwood VA CBOC. The AMSA serves as part of an interprofessional healthcare team, providing support across multiple ancillary and interprofessional clinics. The AMSA is responsible for routing clinical questions to appropriate clinical staff. They play an integral role in achieving first-contact resolution through Veteran-centered delivery of care.

Duties: 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. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties at this level include, but are not limited to: Maintaining professional and emotional composure while providing telephone care in a fast-paced, high call volume environment Scheduling, interpreting, and verifying appointments or provider return-to-clinic orders in accordance with VHA national scheduling guidelines Utilizing numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery mode Maintaining effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies Providing accurate details of organizational information to Veterans regarding the different services the VA offers Screening incoming telephone calls and appropriately escalating symptomatic concerns to clinicians within the VISN CCC or appropriate discipline within the department for resolution Providing high-quality customer service to Veterans and their families/caregiver Communicating tactfully and effectively to challenging customers who may be threatening, abusive, or distraught; resolving Veteran complaints as appropriate. Performing duties as assigned to ensure efficient and effective operations Work Schedule: 8:00am - 4:30pm (EST), Monday - Friday Telework: Not available at this time Virtual: This is not a virtual position. Functional Statement #: 40925F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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. Must travel to Fort Knox CBOC for orientation and training. 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. 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. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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.