Advanced Medical Support Assistant

Job Summary

Advanced Medical Support Assistant (AMSA) and 

Lead Advanced Medical Support Assistant

 

What We're Looking For: 

• Total FTEs: 38

  • 37 Advanced Medical Support Assistants (AMSAs)

  • 1 Lead Advanced Medical Support Assistant (Lead AMSA)

Reporting Facility:

VA Central Texas Veterans Health Care System (CTVHCS)

Position Overview

Aptive Resources is seeking Advanced Medical Support Assistant (AMSA) to service the Care in the Community (CITC) Service at the VA Central Texas Veterans Health Care System. These positions require a high degree of judgment, professionalism, and customer service skill in responding to Veteran, employee, provider, and vendor concerns while ensuring accurate and timely care coordination.

AMSAs perform a wide variety of complex administrative and healthcare support duties related to consult processing, scheduling, referral management, and coordination of Veteran care with community providers. Lead AMSAs oversee staffing coordination, workload distribution, quality assurance, and act as a liaison between contract staff and VA leadership.

 

Worksite Locations: 

 

Services will be provided on-site if space is available or hybrid as approved by the facility - 

 

VA Facilities:

 

Office of Community Care (OCC) 1901 Veterans Memorial Blvd, Temple, TX 76504 Austin Outpatient Clinic 7901 Metropolis Drive, Austin, TX 78744 Doris Miller VA Medical Center 4800 Memorial Drive, Waco, TX 76711

Work Schedule

• Clinic Hours:

  • Monday–Friday

  • 8:00 a.m. – 4:30 p.m. or 7:30 a.m. – 4:00 p.m.

  • Excluding Federal holidays

• Contractor personnel will work 8-hour shifts within defined business hours.

 

Primary Responsibilities

General Duties and Responsibilities

Care Coordination & Consult Processing

• Coordinate and authorize Veteran care with community providers when services are not available or cannot be provided timely by VA.

• 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:

  • VistA

  • CPRS

  • HSRM

  • REFDOC

  • EPSI

  • CTM

  • PPMS

  • External Provider Scheduling (EPS)

  • Emergency Care Reporting Portal (ECR)

  • RightFax

• Daily use of Microsoft Office products (Excel, Word, Outlook, Microsoft Teams).

• Notify contracting leadership when automated systems are not functioning as required.

Lead AMSA Responsibilities (as applicable)

• Coordinate staffing assignments and workload distribution.

• Track and coordinate staff leave.

• Oversee quality and timeliness of work performed by AMSAs.

• Serve as liaison between contract staff, VA leadership, and the COR.

• Work closely with care coordination, scheduling, and walk-in teams to ensure consistent performance and professionalism.

Performance Expectations

• Ensure all scheduling policies, procedures, and performance metrics are met.

• Represent the VA in a positive, professional, and proactive manner.

• Ensure all patient communications are completed accurately and on time.

• Maintain confidentiality and se