Advanced Medical Support Assistant

Primary Responsibilities

• Care Coordination & Consult Processing
• Coordinate and authorize Veteran care with community providers.
• Process CITC referrals and consults using HealthShare Referral Manager (HSRM), Provider Profile Management System (PPMS), and other VA systems as required.
• Perform appointment scheduling, tracking, and pre- and post-appointment contacts.
• Validate and update Veteran demographic information.
• Ensure receipt, review, and integration of health and administrative records into CPRS and VistA.
• Customer Service & Communication
• Screen and receive telephone calls courteously and timely using Cisco/Jabber Automated Call Distribution.
• Respond to inquiries regarding delivery of services.
• Provide high-quality customer service to Veterans, families, VA staff, contractors, physicians, fellows, and residents.
• Communicate with VA medical providers regarding Community Care rules, regulations, and appropriate processes.
• Systems & Technology
• Daily use of VA systems including but not limited to: VistACPRSHSRMREFDOCEPSICTMPPMSExternal Provider Scheduling (EPS)Emergency Care Reporting Portal (ECR)RightFaxDaily use of Microsoft Office products (Excel, Word, Outlook, Microsoft Teams).
• Notify contracting leadership when automated systems are not functioning as required.

Minimum Qualifications

• Resident of the United States of America.
• High School Diploma or GED equivalent.
• Oral and written proficiency in English.
• Basic knowledge of medical terminology.
• Ability to communicate tactfully and effectively, orally and in writing.
• Strong customer service and problem-resolution skills.
• Ability to work independently, set priorities, and organize workflow.
• Typing speed of at least 50 words per minute.
• Proficiency with computerized programs, databases, and electronic medical records.
• Strong Excel skills required.
• No health or physical restrictions that interfere with assigned duties.
• Ability to identify customer concerns, resolve issues accurately and timely, and follow up to ensure resolution.

About Aptive

Aptive partners with federal agencies to achieve their missions through improved performance, streamlined operations and enhanced service delivery. Based in Alexandria, Virginia, we support more than a dozen agencies including Veterans Affairs, Transportation, Defense, Homeland Security and the National Science Foundation. We specialize in applying technology, creativity and human-centered services to optimize mission delivery and improve experiences for millions of people who count on government services every day. Founded: 2012. Employees: 300+ nationwide.