Medical Support Assistant (Advanced)

Summary The incumbent serves as Advanced Medical Support Assistant (AMSA) in a VISN Residential Rehabilitation Treatment Program (RRTP) Centralized Screening Team (CST) 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. Responsibilities Functions of Assigned Duties: The AMSA provides specialized and expert administrative patient support while working collaboratively in an interprofessional coordinated care delivery model. Work involves specialized administrative judgement and the flexible use of a wide range of clinic flow processes relating to access to care across multiple mental health clinics, specialties, and/or care in the community resources. Works collaboratively with VISN mental health 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 messages, and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VISN RRTP CST, 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. AMSAs at this level develop and or maintain effective and efficient communication with the Veteran, interprofessional care delivery teams, VA Medical Centers and other agencies; communicate with non-VA medical facilities. Other assignments at this level include, but are not limited to: scheduling, canceling, rescheduling Veteran appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronics sources; gathering and obtaining medical information from patients; processing medication refill request; Reviewing electronic health record, obtaining medical records, faxing, participating in huddles with other VISN RRTP CST staff to determine the daily needs of the team, monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by Veterans. Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information in the clinic schedule lists to determine whether the patient requires an immediate appointment; Informs interprofessional team members about shared patients, those who receive their care at multiple VA centers or those who receive care in the community. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity, and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Provides information and resolution to Veterans requests within scope, uses administrative judgment to escalate symptomatic concerns to clinicians within the VISN RRTP CST or directs the contact to the appropriate discipline within the VISN for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution. Uses advanced knowledge of healthcare processes as it relates to access of care to ensure Veteran scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. Utilizes 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. 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. Performs other related duties as assigned. Work Schedule: Monday through Friday, tour of duty may vary depending upon agency needs Telework: Available - Ad-hoc Virtual: This is not a virtual position. Functional Statement #: FS 10355F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not required Requirements Conditions of Employment 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. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See

Created: 2026-05-04