US-TX-Temple | US-TX-Waco | US-TX-Austin

Job Summary

Aptive Resources is seeking Advanced Medical Support Assistants (AMSAs) 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.

Worksite will be one of the following:

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

Work schedule: Monday-Friday 8:00 AM – 4:30 PM

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.

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