Medical Support Assistant (Advanced)

The incumbent serves as an Advanced Medical Support Assistant in a clinical call center setting within Patient Care Services, Daytime Telephone Program in Lexington, KY or Daytime Clinical Call Center. Incumbent works at a two-divisional teaching hospital affiliated with the University of Kentucky Medical Center at the U.S. Department of Veterans Affairs Medical Center. The position is located at the Sousley Campus of the Lexington VA Health Care System.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The incumbent serves as a Medical Support Assistant (Advanced) in the Daytime Clinical Call Center (DCCC). In this capacity the incumbent will provide telephone access to the Veteran population. This is a complex role requiring a global understanding of Lexington VAHCS policies and procedures. This program is a clinical and administrative network designed to provide fast, responsive assistance for veterans seeking information and care at this medical center. The immediate goal is to provide the needed information to Veterans with a first call resolution. Calls of an administrative nature will be resolved with as few call hand-offs/transfers as necessary. Calls of a clinical nature will be categorized as per guidelines and routed to the Registered Nurse Staff. The overall goal is to provide timely and appropriate telephone referral and or problem resolution. Major Duties include, but are not limited to: Works collaboratively with an interdisciplinary coordinated care delivery model (i.e., PACT, oncology, HIV, SCI, Military Sexual Trauma) Develop/maintain effective and efficient communication ,with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., communicate with non-VA medical facilities) Ensures timely administrative and clinical responses to patients with emergent or urgent care needs. Sets priorities and deadlines, and adjusts workflow to meet team and patient needs Acts as primary liaison between the medical facility, patients and their families for consulting, advising and assistance with program access and questions. Handles timely and accurate receipt of patient telephone contacts regarding appointments, healthcare issues, and problem resolution Routes patient calls to appropriate staff, determining urgency and appropriate response Gathers and processes background information, including clinical and administrative data, using Vista/CPRS software Monitors Telephone Care Program system activity and notifies supervisor of any issues with response times Interprets VAMC mission, policies, procedures, and resources to patients and presents their problems, opinions, and needs to the appropriate staff. Other duties as assigned Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 31102F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Pay: Competitive salary and regular salary increases 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)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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)

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. 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.