Advanced Medical Support Assistant - Clinical Contact Center

$50,877 - $66,142/Yr

United States Department of Veterans Affairs - Houston, TX

Part-time,Full-time - Entry Level

Onsite - Houston, TX

Administration of Human Resource Programs

About the position

The Advanced Medical Support Assistant (AMSA) in a VISN Clinical Contact Center (CCC) plays a crucial role in providing administrative support within an inter-professional healthcare team. The AMSA is responsible for managing patient interactions, scheduling appointments, and ensuring efficient access to care for Veterans. This position emphasizes a Veteran-centered approach, aiming for first contact resolution and effective communication across various modalities.

Responsibilities

• Provide specialized administrative patient support in a coordinated care delivery model.
• Utilize clinical flow processes to facilitate access to care across multiple clinics and specialties.
• Collaborate with inter-professional teams to meet the needs of Veterans through various contact methods.
• Recommend changes to clinic procedures based on administrative guidelines.
• Schedule, cancel, and reschedule patient appointments, and manage no-show information.
• Gather and obtain medical information from patients and process medication refill requests.
• Participate in team huddles to assess daily needs and inform team members about shared patients.
• Provide information and resolution to Veterans' requests, escalating concerns as necessary.
• Screen incoming contacts and route them to the appropriate area for resolution.
• Communicate effectively with patients and resolve complaints as appropriate.

Requirements

• U.S. Citizenship is required.
• Proficiency in written and spoken English.
• Six months of clerical, office, customer service, or administrative work experience, or equivalent education.
• Experience with electronic health records and scheduling systems.
• Advanced knowledge of medical terminology and healthcare processes.

Nice-to-haves

• Call center experience is highly desired.
• Experience scheduling patients in medical appointment software.
• Experience managing patient communications in a healthcare setting.
• Familiarity with Microsoft Office programs including PowerPoint, Word, Teams, and Excel.

Benefits

• Paid parental leave
• Paid holidays
• Dental insurance
• Paid time off
• Vision insurance
• Childcare subsidy for eligible employees
• Traditional federal pension and 401K contributions
• Federal health, vision, dental, and life insurance options