Medical Support Assistant

Position Summary

The Medical Support Assistant (MSA) provides remote administrative and scheduling support to the Department of Veterans Affairs (VA), VISN 19 Office of Community Care. The MSA supports the care and treatment of Veterans by coordinating appointment scheduling, processing and tracking Community Care consults, reviewing and responding to electronic orders, maintaining patient information, and communicating with Veterans, VA staff, and community healthcare providers.

This role requires strong customer service, accuracy, professionalism, confidentiality, and the ability to independently manage a high-volume workload in a remote healthcare environment while meeting VA scheduling, quality, timeliness, and information-security requirements.

Location Assignment

This position is 100% remote; however, employees must work within 50 miles of one of the authorized facilities below.

Compensation:

• $20.97/hour + $5.42/hour (for company-paid healthcare or additional cash if you have an eligible healthcare plan already)

Essential Duties & Responsibilities

• Serve as a designated MSA scheduler responsible for coordinating Veteran appointment scheduling in accordance with VA outpatient scheduling and consult-management requirements.
• Schedule, track, review, and coordinate patient appointments, including required pre-appointment and post-appointment contacts.
• Review, track, and respond to electronic orders and Community Care consults.
• Process Community Care consults through HealthShare Referral Manager (HSRM), Provider Profile Management System (PPMS), and other VA systems as required.
• Coordinate Veteran care with community providers when services are unavailable through the VA or cannot be supplied timely.
• Communicate with internal medical providers regarding VA Community Care requirements, rules, regulations, and appropriate processes.
• Validate and update patient demographics, including contact information, next of kin, emergency contacts, and insurance information.
• Process received health and administrative records for integration into CPRS and VistA.
• Screen and receive telephone calls courteously and timely; respond to inquiries regarding delivery of services and route calls appropriately.
• Use Microsoft Excel, Word, Outlook, and Teams daily and work in applicable VA systems such as VistA, CPRS, HSRM, RefDoc, EPSI, Cisco Call Center, CTM, PPMS, ICB, and ISS/VSE scheduling applications.
• Work collaboratively with Lead MSAs, schedulers, clinical personnel, and administrative teams to maintain efficient workflow and timely patient communications.
• Notify the appropriate supervisor or Lead MSA when automated systems are unavailable or not functioning as required.
• Provide high-quality customer service to Veterans, families, VA staff, contractors, physicians, fellows, residents, and community providers.
• Protect sensitive Veteran and VA information in accordance with HIPAA, privacy, confidentiality, and information-security requirements.
• Meet VA productivity, workload, timeliness, scheduling, quality, and performance standards; perform other duties as assigned.

Minimum Qualifications

• Must be a resident of the United States of America.
• High school diploma or GED equivalent.
• Oral and written proficiency in English.
• Basic computer skills.
• Ability to type at least 50 words per minute.
• Basic knowledge of medical terminology.
• Minimum six months of customer service experience.
• Ability to perform assigned duties without health or physical restrictions that interfere with required responsibilities.
• Strong communication, telephone, customer-service, organizational, and data-entry skills.
• Ability to work independently in a remote environment while maintaining productivity, accuracy, and confidentiality.

Security & Background Requirements

Selected personnel must successfully complete VA personnel security and credentialing requirements. The position is designated Low Risk and requires a NACI-level background investigation. Personnel requiring access to VA computer systems must receive a favorable VA adjudication and may be required to complete fingerprinting and obtain a Personal Identity Verification (PIV) credential.

Required Training

Selected MSAs must complete all VA-required onboarding, privacy, information security, HIPAA, compliance, and scheduling training. Training may include VA Appointment Scheduling, VHA Scheduler, Consult Toolbox, VA Video Connect, Insurance Information Buffer, Privacy and Information Security Awareness, HIPAA, CPRS orientation, Referral Coordination Team/Consult Toolbox, and additional courses assigned for the work area. Scheduling training provided by the Government may require up to two weeks.

Work Schedule & Remote Requirements

Regular business hours are Monday through Friday, 7:00 a.m. to 4:30 p.m., excluding federal holidays. Employees will work an eight-hour shift within these hours, with schedules coordinated with the Government. Routine travel is not authorized; limited travel to the nearest appropriate VA facility may be required for fingerprinting, PIV pickup, or receipt of Government IT equipment.

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