<p>The incumbent serves as an Advanced Medical Support Assistant (AMSA) in Louisville's Daytime Clinical Contact Center (CCC) as part of an interprofessional healthcare team. AMSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The AMSA is responsible for routing clinical questions to appropriate clinical staff. This position is located at the Fort Knox VA CBOC.</p> <p>VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaEL</p> <p>Duties include but not limited to:</p> <ul> <li>Operates within the various contact modalities to receive and respond to a high demand of incoming and outgoing contacts in a call center setting using computerized interfaces and telecommunications hardware and software. </li><li>Involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. </li><li>Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities. </li><li>Scheduling appointments, interprets and verifies provider orders in accordance with VHA national scheduling guidelines. </li><li>Utilizes numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model. </li><li>Develops and/or maintains effective and efficient communication with the patient, interprofessional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities. </li><li>Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the Louisville's Daytime CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. </li><li>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. </li><li>Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught. Resolves Veteran complaints at lowest level or escalates to leadership as appropriate. </li></ul> <p>Work Schedule: Monday - Friday 8:00am - 4:30pm</p> <p>Recruitment Incentive (Sign-on Bonus): Not Authorized</p> <p>Permanent Change of Station (Relocation Assistance): Not Authorized</p> <p>Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).</p> <p>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.</p> <p>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.</p> <p>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.</p> <p>Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA</p> <p>Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)</p> <p>Telework: Not authorized</p> <p>Virtual: This is not a virtual position.</p> <p>Functional Statement #: 40925F</p> <p>Permanent Change of Station (PCS): Not Authorized</p>