Advanced Medical Support Assistant (AMSA)

Overview CVP is seeking Advanced Medical Support Assistants (AMSAs) to join our team in supporting high-quality primary care services for our Nation's Veterans at the Dayton VA Medical Center located at 4100 W Third Street, Dayton, OH 45428. The AMSA serves as a foundational member of the Patient Aligned Care Team (PACT), providing a full range of administrative and medical support services that enable the clinical team to deliver efficient, Veteran-centered care. Working hours are Monday through Friday, 8:00 AM to 4:30 PM. Responsibilities Perform a full range of receptionist and customer service duties, serving as a front-line point of contact for Veterans, families, and clinical staff Maintain appointment schedules for one or more clinics or units, ensuring accurate and timely scheduling in accordance with VHA Directive 1230, Outpatient Scheduling Management, and all applicable department SOPs Schedule appointments with patient input, whether in person, by phone, or online, to minimize unnecessary trips to the medical center Complete a minimum of scheduling actions in accordance with department productivity standards Conduct daily review of active and pending consults, Recall lists, Return to Clinic lists, and related communications for accuracy and appropriate disposition Adjust appointment times, locations, and dates as needed to assist with clinic access contingency plans, including shifting patients to other healthcare providers when staffing or coverage conflicts arise Take appropriate action to update schedules with regard to cancellations, no-shows, and rescheduling of patients Notify the Primary Care Admin Supervisor when clinic access is less than desirable or when an individual patient cannot be scheduled within mandated clinic timeframes Use each patient interaction to validate and update demographic information, either in person during check-in or over the phone, to reduce returned mail and contact failures Ensure patient safety standards are met by using correct VA patient identification procedures, utilizing multiple forms of identification confirmation per department requirements Explain the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients Collect, scan, and update health insurance information, contributing to the revenue collection process by identifying patients with third-party insurance Advise Veterans of eligibility for Beneficiary Travel reimbursement, including reimbursement rates and financial eligibility requirements Communicate with Veterans and stakeholders regarding the conversion of special mode travel requests to patient travel reimbursement voucher claims when appropriate Ensure that all necessary health and administrative information is accurately integrated into the current computerized patient record system (EHR) when records are received Screen and receive phone calls in a courteous and timely manner, determine the nature of requests, and provide appropriate information using established privacy protocols and clinic processes Maintain privacy and confidentiality of all patient information, medical records, and electronic data at all times in compliance with HIPAA, the Privacy Act, and all applicable VA regulations Safeguard medical records by maintaining appropriate physical security and ensuring computer screens are inaccessible to unauthorized individuals; utilize appropriate channels when releasing confidential information Respond to leadership action items, notifications, and suspenses in a timely manner in line with department guidance Validate assigned team workload and ensure reporting is reviewed to meet department matrix requirements Manage position responsibilities and set priorities and deadlines, adjusting the flow and sequencing of work to meet team and patient needs Provide administrative services guiding patients to the Transportation Coordinator for Veterans support services Participate in daily team huddles and weekly team meetings to discuss patient care planning and management with the assigned PACT team Provide technical guidance to optimize use of service resources available to Veterans within required duties Plan and provide support services in the following program areas: electronic records management, program coordination, patient scheduling, and space utilization services Provide analysis and recommendations to operating managers and supervisors on how provided services can assist in accomplishing their missions and programs Provide important interfaces and collaborations with larger healthcare system providers including VA and non-VA specialists, hospitals, diagnostic and treatment facilities, and community-based programs as required Review telehealth and clinical workload for timely and accurate capture and inform appropriate staff of actions required Comply with all HIPAA, Privacy Act, and VA confidentiality requirements at all times Qualifications Must be eligible to obtain a Public Trust government security clearance; US Citizenship is required High School Diploma or General Equivalency Diploma (GED) 2+ years of experience in a medical administrative support role, OR certification from an accredited institution related to medical administration Proficiency in Electronic Health Record (EHR) and scheduling systems; training on VA-specific systems including VistA and CPRS will be provided upon onboarding Knowledge of medical terminology, hospital and clinic operations, and administrative procedures Strong customer service skills with the ability to interact professionally and compassionately with Veterans and their families in person and by phone Strong organizational skills with the ability to manage competing priorities, adjust workflows, and meet deadlines in a fast-paced clinical environment Proficiency in basic computer skills including Microsoft Office and data entry Desired Skill