Description:
Answering and managing incoming calls from Veterans.
Providing telephone access to medical services—fielding queries about appointments, care plans, or clinic information.
Routing calls appropriately, determining urgency, and directing Veterans to the correct staff (clinical or administrative).
Gathering and processing patient information using VA systems like VISTA/CPRS.
Acting as a liaison between Veterans, families, clinicians, and administrative teams to connect callers to the right resources.
Ensuring timely and accurate responses to Veteran inquiries including scheduling or referral issues.
Implementing facility policies and explaining resources and procedures to Veterans