Job Title

Summary This position serves as an Advanced Medical Support Assistant (AMSA) in the San Francisco VA Healthcare System Call Center as part of an interprofessional healthcare team. This position is located at VA Clinic San Bruno, California. The AMSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. Responsibilities The AMSA is responsible for routing clinical questions to appropriate clinical staff. The AMSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The AMSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The AMSA collaborates to best coordinate the care needs of the Veteran. Duties include but are not limited to: Responsible for answering telephones. Secure messages and chat messages. Greeting patients. Relaying messages to appropriate staff inside or outside of the Call Center. 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 patient, 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, re-scheduling patient appointments and/or consults entering no-show information. Monitoring appointment requests from multiple electronic sources; Gathering and obtaining medical information from patients. Processing medication refill requests. Reviewing electronic health record. Obtaining medical records. Faxing Participating in huddles with other MSAs and/or Call Center staff to determine the daily needs of the Call Center. Monitoring outpatient appointments in areas of responsibility. Verifying and updating demographics when contacted by patients. Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Informs interprofessional team members about shared patients (i.e.)., 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 (difficulty), 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 judgement to escalate symptomatic concerns to clinicians within the Call Center or directs the contact to the appropriate discipline within the Call Center or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution. Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment 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. Other related duties may be assigned. Work Schedule: Monday-Friday, 8:30am - 5:00pm PST Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 662-09517F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. 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 (Effective May 7, 2025, driver's licenses or state-issued dentification 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