Medical Support Assistant (MSA) - Norfolk, VA

CLFC Healthcare and Communications • Norfolk, VA

3d • Hybrid

About The Position

Join CLFC in supporting those who served. As a Medical Support Assistant for the Hampton VA Healthcare System, every appointment you schedule helps veterans and their families get timely access to the care they earned through their service. CLF Consultants LLC is hiring entry-level, on-site Medical Support Assistants to support the Hampton VA Healthcare System through appointment scheduling, patient communications, community care coordination, and records management at VA medical facilities, patient call centers, and Community-Based Outpatient Clinics across the Hampton Roads region. The role serves veterans and family members across Hampton Roads to schedule primary care visits, specialty clinic appointments, community care consults, and follow-up engagements. Every scheduling interaction directly supports veterans accessing healthcare services across the Hampton Roads region. This is an entry-level federal healthcare role accessible to candidates with at least six months of customer service experience, basic computer skills, and a high school diploma or GED. This is a federal healthcare contract role with defined scheduling accuracy, timeliness, customer service performance standards, and quality assurance metrics applied throughout the contract period. CLFC provides structured onboarding, federal cybersecurity orientation, VA system training (VistA, CPRS, HealthShare Referral Manager (HSRM), and Provider Profile Management System (PPMS)), and ongoing coaching support to set every team member up for sustained success in the role. This role offers stable weekday scheduling supporting a long-term federal healthcare program, an operational rhythm well-suited to candidates seeking workforce predictability. The position is an ideal gateway into federal healthcare administration. Candidates seeking long-term experience in federal healthcare operations, medical administration, VA systems exposure, and federal contract environments will find substantial career equity in this role. Best-fit candidates frequently come from call center, healthcare administration, retail customer service, hospitality, insurance customer service, military-spouse remote-workforce, or recent associate-degree healthcare-admin backgrounds. This is a fast-paced, production-driven healthcare operations environment requiring strong multitasking, professionalism, and attention to detail.

Requirements

• United States citizenship (contractor personnel shall be a citizen of the United States of America)
• High School education or GED equivalent
• Oral and written proficiency with English
• Basic computer skills
• Type at least 50 WPM
• Able to perform the essential functions of the position
• Basic medical terminology knowledge
• Minimum 6 months customer service experience
• Ability to pass a federal background investigation (NACI) and obtain a PIV credential
• Reliable transportation to Hampton VA facilities across the Hampton Roads catchment

Nice To Haves

• Prior experience in a federal healthcare setting (VA, military health system, federal contractor, or community health center)
• Familiarity with VistA, CPRS, HealthShare Referral Manager (HSRM), or Provider Profile Management System (PPMS)
• Background in healthcare appointment scheduling, medical office administration, insurance verification, or healthcare-call-center operations
• Active or recent federal security clearance (any level)
• Bilingual abilities (Spanish or Spanish, Tagalog, or other languages, particularly given the VA Hampton Roads service area demographics)
• Appointment scheduling experience in Epic, Cerner, Athenahealth, eClinicalWorks, NextGen, or other electronic health record or scheduling systems
• Associate's degree in healthcare administration, medical office administration, business administration, or related field
• Military service experience or military-spouse remote-workforce background
• Prior experience working in a performance-metric-driven customer service or operations role

Responsibilities

• Schedule veteran appointments for primary care, specialty clinics, and community care services in accordance with VHA Directive 1230 (Outpatient Scheduling); meet defined scheduling accuracy and timeliness standards each shift
• Conduct pre-appointment confirmations and post-appointment follow-ups with veterans and family members; verify demographic information and clinical details with precision required by federal records management standards
• Document patient interactions in the Computerized Patient Record System (CPRS) and Veterans Health Information Systems and Technology Architecture (VistA) at the volume and accuracy required by the contract performance metrics
• Route community care consults through HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS); track referral status through completion and escalate stalled referrals through defined channels
• Integrate external clinical records into CPRS when received from community providers; maintain accurate veteran information across VA systems
• Provide professional customer service to veterans, family members, VA clinical staff, residents, and federal contractors over the phone and through secure communications channels; maintain customer satisfaction and quality assurance standards required by contract
• Use Microsoft Excel, Word, Outlook, and Microsoft Teams daily for documentation, team coordination, and federal communications
• Complete annual cybersecurity, Privacy Act, HIPAA, and records management training as required by federal contract attestation
• Maintain accurate scheduling logs and contribute to monthly performance-based outcome measure reporting under contract quality assurance protocols
• Sustain attendance, productivity, and quality assurance standards consistent with CLFC's quarterly performance bonus tiers

Benefits

• Service Contract Act Health and Welfare benefits (health, dental, vision)
• Paid sick leave under Executive Order 13706
• Paid time off
• Federal holiday schedule
• Retirement plan eligibility after qualifying period
• Professional development support and continuing education resources
• Structured federal onboarding program
• Mileage reimbursement provided for required travel between VA facilities and Community-Based Outpatient Clinics per federal contractor travel policy

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED