Inbound Call Representative

CFOL International
September 10, 2021
Glendale, CO
Job Type


This position is 100% administrative at an off-site Call CEnter location

Office of Community Care
Advanced Medical Support Assistant


Location: VA Office of Community Care Office Suites - 4100 E Mississippi Ave. Glendale, CO

*The Advanced Medical Support Assistant (MSA) is a fully administrative position located performing call center functions at an off-site VA office location.

Organization: Eastern Colorado Health Care System, Denver VA Medical Center (554)


The purpose of this position is to provide clerical, administrative and financial management support for the medical services, Community Care contracted services and all other outpatient medical services that fall under the Veterans Medical Benefit Package.


The Advance Medical Support Assistant position is fully administrative/clerical. The Advanced Medical Support Assistant will work remotely from a remote Call Center within the VA Office of Community Care to provide support to Veterans virtually and over the phone.

AMSAs are responsible for all Non-VA outpatient specialty clinic electronic consults through Computerized Patient Record System (CPRS); along with processing authorizations through Community Care programs and scheduling Veterans through VISTA/VSE.

The Advanced Medical Support Assistant (MSA) work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, managing the Electronic Wait List (EWL), patient processing and customer service.

The Advanced MSA maintains accuracy, reliability and proficiency in authorizing Community Care consults through CPRS and Community Care programs with proper documentation in an expeditious manner. Consult referral management takes place, the Incumbent initiate’s administrative eligibility, appropriate justification, authorization and cost estimations. Community Care consult referral management includes appointment scheduling, tracking, pre- and post- appointments contacts.

It is required the Advanced MSA keeps close communication with the OCC Nurses, Chief of OCC, Payment Operations & Management (POM) and all VA staff members. The Advance MSA corresponds with Veterans and Community Care providers in processing coordination of care between the facilities of VA Medical Center and Community providers.

Maintains current Knowledge of Community Care procedures, policies, directives in order to answer VA physicians, Community providers and Veterans questions of Community Care; obtains needed information or decisions on Community Care consults placing supporting documentation of vendor demographics along with documentation of authorization and billing remarks.

Determining the legal entitlement of all outpatients authorized, unauthorized, Mill Bill and contract authorization and payment methodology. For those claims where legal entitlement exists, the clerk will obtain all necessary supporting documentation and prepare for review by supervisory officials.

The primary duties of this position are directly related to patient care and the VA specialty care outpatient clinics. The timely processing of authorizations to assure the Department of Veterans Affairs can acquire and meet the needs for patient medical treatment. The Advance MSA must be able to establish and maintain rapport with health care providers in the community. Accurate information relating to Community Care management patient workloads and expenditures is also necessary for VA fiscal management and revenue programs.

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