Medical Support Assistant (MSA)

Aptive•Salt Lake City, UT

2d•Remote

About The Position

The Medical Support Assistant (MSA) provides administrative and scheduling support to the Salt Lake City VA Medical Center. The MSA is responsible for coordinating patient appointments, managing community care referrals, maintaining patient records, and delivering high-quality customer service to Veterans, families, and VA clinical staff. This role supports VA healthcare operations by ensuring accurate scheduling, efficient patient communication, and compliance with VA scheduling policies and procedures.

Requirements

U.S. Citizen
High School Diploma or GED equivalent
Minimum 6 months of customer service experience
Basic knowledge of medical terminology
Typing speed of 50 words per minute
Basic computer proficiency, including: Microsoft Word Excel Outlook Microsoft Teams
Strong oral and written English communication skills

Responsibilities

Schedule and coordinate patient appointments in accordance with VA scheduling policies and VHA Directive 1230.
Track appointments and conduct pre- and post-appointment communications with patients.
Monitor scheduling metrics and ensure appointments meet VA timeliness standards.
Manage recall reminders and scheduling reports to maintain access to care.
Answer incoming phone calls and respond to patient inquiries in a courteous and timely manner.
Provide customer service support to patients, families, VA staff, providers, residents, and contractors.
Verify and update patient demographic information including contact details, emergency contacts, and insurance.
Coordinate and authorize Veteran care with community providers when services are not available through VA facilities.
Process community care consults using HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS).
Communicate with internal providers regarding VA Community Care policies and procedures.
Maintain and update patient records within VA systems including: VistA Computerized Patient Record System (CPRS) Integrated Scheduling Solution (ISS) Patient Check-In (PCI)
Process medical records and ensure proper documentation is integrated into VA systems.
Monitor incoming faxes, mail, and consult requests in accordance with HIPAA requirements.
Participate in team huddles and collaborate with scheduling teams and supervisors.
Ensure compliance with VA scheduling guidelines and performance metrics.
Support Patient Aligned Care Teams (PACT) and clinic operations.