We are hiring an Advance Medical Support Assistant's for one of our clients in Temple, TX.

Job Description:

• The Contractor is to provide an ideal staff of 37 AMSAs and 1 Lead AMSA for CITC. If onsite space is not available, staff can work remotely.
• Onsite/remote can apply to all contract staff; this depends on various factors such as not being limited to available space on site.
• Contract personnel might be required at a facility to deliver patient services, which include handling phone inquiries, managing record-keeping, and assisting with various AMSA tasks as assigned.
• Travel is not authorized for this contract.
• All contracted personnel must live within 50 miles of the VA Central Texas Health Care System.
• AMSA's work with Lead AMSA and care coordination/scheduling/walk-in team to ensure all schedulers are competent and represent the VA in a positive, proactive demeanor.
• AMSAs work with Lead Scheduler to achieve all patient communications are completed on time and appropriately.
• Coordinates and authorizes Veteran care with community providers that the VA does not supply or cannot supply timely.
• Communicates with internal medical providers on rules and regulations for VA Community Care and advises on appropriate processes.
• Personnel shall notify their contracting lead when automated systems are not performing as needed.
• Validates and updates patient demographic information.
• When records are received, the AMSA will ensure that all necessary health/administrative information is processed to be integrated into Computerized Patient Record System (CPRS) and the Veterans Health Information Systems and Technology Architecture (VistA).
• Properly processes community care consults via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) systems and/or other systems as needed.
• Screens/receives phone calls in a courteous and timely manner.
• Responds to telephone inquiries regarding delivery of services.
• Daily computer use of Microsoft office products to include Excel, Word, Outlook & Microsoft Teams.
• Perform appointment scheduling, tracking, pre- and post- appointment contacts as required.
• Performs quality customer service for all patients; patient families; VA Staff, contractors, physicians, fellows, residents.
• Other duties as assigned.

Qualifications:

• Contractor personnel shall be a resident of the United States of America.
• Have a High School education or GED equivalent.
• Oral and written proficiency with English. Basic medical terminology knowledge.
• Ability to communicate tactfully and effectively, both orally and in writing, to meet program objectives.
• Basic computer skills.
• Ability to work independently to accomplish a wide variety of duties, including setting priorities, care coordination tasks, and organizing workflow.
• Type at least 50 WPM.
• Ability to operate computerized programs and databases to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. Excel most importantly.
• Have no health or physical disability restrictions that interfere with the performance of assigned duties
• Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.

Performance Standards:

• Consistently responds to internal and external customer requests for assistance in a courteous, professional, cooperative, and helpful manner.
• Answer the phone within 30 seconds and follow appropriate telephone etiquette.
• Listens attentively to questions and confirms understanding by restating to the caller.
• Will collect adequate information before transferring a call to the operator.
• Serves Service Level Advocate as a Patient Relations Representative and actively listens to feedback, patient concerns for service recovery and can self-resolve patient complaints / co-worker concerns in a tactful, professional manner.
• Enters case resolution activity within 48 business hours.
• Understands the roles and responsibilities of others in the team, participates in team huddles.
• All employees are expected to be courteous and cooperative and to work to achieve the goals of the clinic.
• This includes professional, constructive, and open communication with supervisors and other employees.
• Performance must demonstrate the ability to adjust to change or work under pressure in a pleasant professional manner.
• AMSA manages and completes assigned work as instructed within 8 hour tour of duty, provides input on work progress and/or impediments, works collaboratively and maintains efficient workflow.
• Receives reviews, prepares, and ensures correct punctuation, spelling, grammar, format, styles and oversees the incoming and outgoing correspondence.
• AMSA will update patient demographics, to include phone number and address, when appropriate within Integrated Scheduling Software or refer Veteran to Enrollment and Eligibility to update.
• Daily use of personal computers, Outlook, Teams, VISTA, CPRS, HSRM and Consult Tracking Management (CTM), etc. Retrieve and respond to calls, emails and Teams messages within 48 business hours.
• Proficiency in following the Minimum Scheduling Effort recording patient/clinic cancellations or no-shows and taking appropriate action to disposition referrals.
• Monitoring incoming and outgoing faxes and mail, in accordance with HIPAA standards.
• AMSA provides support to community care coordination team.
• AMSA has general oversight of tasks within HSRM.
• He/she reports malfunctions to Lead MSA/ supervisor, who is monitored based on tasks completed workflow and feedback, within an operational day.
• Knowledge in use of VA software such as CPRS, VISTA, CTM, HSRM, PPMS, and other Computer software such as Microsoft Word, Excel, Outlook, and Microsoft Office Suite.
• AMSA is responsible for workflow, completion, and hand-offs for assigned work, for example, following the Minimum Scheduling Effort to disposition referrals for working the Consult Report, which may apply to the following reports/metrics Aged Active/Scheduled consults, Idle Greater than 14 Days Active/Scheduled consults, Administratively Closed with Medical Records Primary Care Management Module, and any other access or care coordination related reports.
• AMSA routinely reviews and uses data from reports used to collaborate with team members for patient appointments and communicates scheduling issues to their supervisor.
• Responsible for following scheduling practices, ensuring Veterans are scheduled within the VA guidelines.
• Assess compliance with The Joint Commission (TJC) and other regulatory program review criteria that govern service and ensure that requirements are in place and are compliant as evidenced by both internal and external reviews.
• Demonstrate participation and knowledge in the facility's Compliance and Business Integrity Program to prevent violations of the law as well as maintaining high ethical standards.
• Knowledge of safety and fire protection, Emergency Code Awareness i.e., Code Blue, Code Silver and SDS policies and procedures.
• Ensure all patients are identified with two appropriate patient identifiers, per policy.
• Always maintains computer and IT security. Accepts full responsibility for all transactions under his / her badge, access and verify codes, and protection or equipment, hardware, or software. Uses access security codes only in the performance of official duties.
• Accepts full responsibility for protecting electronic and printed files containing sensitive information.
• Protects information from unauthorized release, loss, alteration, or deletion, following applicable regulations and instructions in the computer access agreement.
• Contractor AMSA staff shall complete all mandatory training required by VAMC policy.
• Contractor AMSA staff shall be aware of all laws, regulations, policies, and procedures relating to Privacy, Confidentiality and HIPAA and comply with all standards.
• Contractor shall maintain zero (0) breaches of privacy or confidentiality.
• AMSA staff shall complete all performance standards within VA guidelines.

Supervision

• The contractor is expected to work independently and resolve unusual or complicated problems.
• Leads may be located in an area away from the contractor's area, requiring the contractor to make decisions, provide leadership, and share knowledge within appropriate guidelines, independent of immediate contact with the Administrative Officer or AMSA supervisor.
• Remote If space is unavailable, some contractor personnel may work 100% of the time in a VA owned or leased space within 50 miles of the commuting area of the above VA facilities.
• If onsite space is not available, staff can work remotely.
• Clinic Hours: Regular business hours: Monday Friday 8:00am 4:30pm or
• 7:30a 4:00pm, excluding federal holidays; contractor personnel will work an 8-hour shift within the defined business hours.
• Schedules will be coordinated with the Contracting Officer Representative (COR).
• This work will require VA network access to use VistA, Health Share Referral Manager (HSRM), Referral Documentation Tool (REFDOC), Enterprise Precision Scanning and Indexing (EPSI), Cisco/Jabber (Automated Call Distribution), Consult Tracking Manager (CTM), Computerized Patient Record System (CPRS), Provider Profile Management System (PPMS), External Provider Scheduling (EPS), Emergency Care Reporting Portal (ECR), RightFax, etc.
• The contractor will assure optimum quality control, coordination of activities, and that all VA scheduling policies, procedures, and metrics are achieved.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

About Us:

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