Advanced Medical Support Assistant (Telehealth)

The Northern Arizona VA Health Care System is seeking highly energetic candidate to fill an Advanced Medical Support Assistant vacancy with the Connected Care Service Line under the Telehealth Department. Incumbent is the initial key contact for Veterans seeking medical treatment through Telehealth, experiencing medical problems, and requesting information at the clinic. Major duties: 30 Day Hiring Model: The Department of Veterans Affairs is implementing a streamlined 30-Day Hiring Model designed to accelerate hiring while maintaining the highest standards of merit-based selection.

This improved process reduces traditional hiring timelines by integrating early coordination, faster assessments, and efficient pre-employment actions. Applicants can expect a more transparent, predictable, and efficient hiring journey from announcement to entry on duty. What Applicants Can Expect: Expedited Candidate Review Once the announcement closes, Human Resources will quickly review applications, issue certificates of eligible candidates the day after the announcement closes and refer applicants for hiring manager consideration.

Quick Interviews & References HR may arrange interviews and will request references within 3-5 days after being referred to the hiring manager. Streamlined Pre-Employment Requirements: Following a tentative offer, applicants should be prepared to complete required steps, such as fingerprinting and background check, credentialing, and medical examination within 3 days of the offer. Clear and Timely Communication: Applicants will receive clear communication at key milestones, including referral, tentative offer, and onboarding instructions.

After meeting pre-employment requirements, candidates will receive a final job offer and start date. Onboarding tasks may continue after starting, with HR ensuring timely completion for a smooth transition into VA service. If selected, applicants should be prepared to come onboard within 30 days of the announcement closing. Major duties include but are not limited to: Performs all scheduling functions for Connected Care, which may include both local and distant site collaborations.

Responsible for answering telephones, greeting patients, relaying messages to appropriate staff inside or outside of the Connected Care Service Line, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines and virtual care requirements. Must have a detailed knowledge of Vista, PCE, CPRS and GUI to monitor clinic data, abstract information for providers, trouble-shoot procedures and must be able to expedite their processing and distribution in all Connected Care areas.

Performs a variety of administrative functions associated with patient care and treatment in Telehealth performing a variety of medical services. Recommends changes to existing clinic procedures based on current administrative guidelines. Must have knowledge of clinic procedures and regulations, advanced skill in operating computer systems and applications, such as Vista, CPRS, TMP, VCM, and Microsoft Office.

Must have effective oral and written communication skills to present data and interact directly with patients and staff along with the 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. Provides accurate details of organizational information to Veterans regarding the different telehealth services the VA offers.

Interpersonal skills are essential for daily contact with patient, visitors, professional and administrative staff. Courtesy, tactfulness, diplomacy, sensitivity and good judgment is required. As first contact for outpatient complaints and employee disputes, incumbent must have superior mediation skills. Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and te