Advanced Medical Support Assistant (Call Center)

Quick Facts

• Role: Advanced Medical Support Assistant (Call Center)
• Schedule: Monday–Friday, 7:30am–4:00pm
• Telework: Not available

Description

Serve as an Advanced Medical Support Assistant for the call center, providing technical support that enables providers to deliver patient care. Coordinate and manage consultation, lab, x-ray, and specialty clinic appointments based on provider orders and scheduling directives. Use office automation and clinical databases to schedule appointments, communicate with patients and healthcare teams, and maintain HIPAA-compliant confidentiality.

Responsibilities

• Follow through on provider orders by scheduling consultations, labs, x-rays, and specialty clinic appointments
• Coordinate appointments with patients by phone or in person; review active/pending consults daily
• Enter appointments accurately and correct scheduling errors within one day of receipt
• Schedule return appointments before the patient leaves check-out and provide the date/time details
• Notify the supervisor when clinic access is less than desirable or when patients cannot be scheduled within mandated timeframes
• Cancel clinic availability in scheduling grids for assigned teams when clinicians are absent
• Assist veterans with beneficiary travel requests (paper form or veteran kiosk)
• Collaborate and communicate with clinicians across disciplines to support patient care workflows
• Operate computerized programs and office automation; set up, organize, and maintain record systems
• Maintain patient confidentiality in accordance with HIPAA requirements
• Complete required annual employee education through TMS and other assigned training
• Work independently, setting priorities and deadlines with minimal supervision

Requirements

• U.S. citizenship
• Complete all application steps, including an online assessment
• Selective Service registration required for eligible males
• Proficient in written and spoken English
• Subject to background/security investigation and completion of online onboarding
• Use REAL ID-compliant identification for employment
• Participation in the seasonal influenza vaccination program
• High school diploma/GED equivalency/proficiency certificate or qualifying post-high school education
• One year of creditable experience equivalent to GS-5 (e.g., phone intake, scheduling/canceling/rescheduling, entering no-shows, verifying/updating demographics and insurance, coordinating transfer administrative functions)
• Advanced knowledge of technical healthcare scheduling/access processes and related policies
• Advanced knowledge of medical terminology
• Ability to communicate tactfully and effectively by phone, electronically, in person, and in writing
• Ability to prioritize, organize work, and meet deadlines while following established processes and regulations

Benefits

• 37–50 days of annual paid time off per year (annual leave, sick leave, and federal holidays)
• Up to 12 weeks of paid parental leave after 12 months of employment
• Childcare subsidy eligibility after 60 days for qualifying full-time employees
• Traditional federal pension (with 5 years vesting) and federal 401K with up to 5% contributions
• Federal health/vision/dental/term life/long-term care insurance options
• Many federal insurance programs can be carried into retirement