Advanced Medical Support Assistant

The employee serves as an Advanced Medical Support Assistant (AMSA) in the VA Care in the Community program at the Central Alabama Veterans Health Care System in Tuskegee, AL. The employee will be responsible for receiving and completing calls to Veterans, Vendors, other VA staff members, etc.

The employee is responsible for initiating and carrying out a variety of administrative and technical duties in support of the VA Community Care Program. Duties include but not limited to: Provide expert level, efficient and accurate responsive assistance to Veterans seeking care on the Automatic Call Distribution (ACD) Line within Community Care. Meet and exceed productivity standards as outlined in the yearly performance standard(s). Ability to utilize multiple systems to review consults, create packets for consults and create authorizations. Ability to process consults from end to end (i.e., preferences, review for approval from appropriate approving officials, create documentation packets (REFDOC), apply screening triage tool, apply standard episode of care (SEOC), send consult to authorization system, fax to vendor, contact vendor/Veteran about appointment information, input appointment into computerized system, mail appointment letters and authorizations). 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. Monitoring the Community Care Automatic Call Distribution (ACD) line which is an integral part of the Community Care Program. Screen/receive phone calls in a courteous and timely manner, determines the nature of the request, assess the caller needs, and provide the desired information using HIPPA guidelines and established Community Care processes. Complete warm handoffs to other departments as deemed appropriate. Provide vendors and Veterans with consult updates as requested. Contact Veterans by telephone to educate the Veteran on the Community Care consult process and coordinate appointment(s) with other VA facilities, contract Vendors, or Community providers. Will have advanced knowledge of methods and metrics that directly affect access to Community Care, hospital performance goals and objectives, as well as public image. Perform additional duties as assigned. Work Schedule: 7:30am to 4:00pm, Monday - Friday. Work schedule subject to change due to the needs of the department. Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 619-61272F Permanent Change of Station (PCS): Not authorized

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. 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.