Lead Advanced Medical Support Assistant

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.

Lead Advanced Medical Support Assistant Duites:

Provide leadership and oversight to Advanced Medical Support Assistants (AMSAs), including assigning workload, monitoring performance, and providing guidance on scheduling procedures and patient access protocols.

Coordinate and manage complex scheduling activities, including clinic appointments, consults, cancellations, recalls, and ensuring compliance with facility policies and access standards.

Serve as a subject matter expert (SME) for scheduling systems (e.g., VistA/CPRS/Cerner), patient eligibility, insurance verification, and clinic workflow processes.

Resolve escalated patient issues and complaints, ensuring timely, professional communication and adherence to customer service standards.

Monitor productivity, accuracy, and quality assurance metrics, providing training and feedback to staff to maintain compliance with national, VISN, and facility guidelines.

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.

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 security of sensitive Veteran information.

Qualifications

Required

• 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.

Residency Requirement

• All contracted personnel must live within 50 miles of the VA Central Texas Veterans Health Care System.

Arrow ARC supports Veterans Health Administration facilities and offices across the U.S. with health care staffing and program support via the 10-year Integrated Critical Staffing Program (ICSP). We provide staffing solutions to address critical shortages in VHA medical facilities caused by turnover, recruitment issues, seasonal needs, surges or emergencies.

Arrow is a certified Service-Disabled, Veteran-Owned Small Business joint venture between Artemis ARC and Aptive Resources, two award-winning companies that share an agile, mission-focused, results driven approach in the federal sector.​ Arrow provides management consulting services and specializes in working with federal government agencies like the Department of Veterans Affairs and Office of Personnel Management.​

Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.

Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.