Medical Support Assistant

Aptive•Kansas City, MO

1d•Remote

About The Position

Medical Support Assistant (MSA) – Remote Position Overview We are seeking Medical Support Assistants (MSAs) to support Veterans Affairs (VA) scheduling and administrative operations for VISN 20 facilities. This is a remote position supporting clinics in Pacific Standard Time (PST) or Anchorage, Alaska time zones , regardless of your physical location. Candidates must reside in one of the following metro areas: Kansas City (KC Metro) St. Louis, MO Metro Memphis, TN Metro This role is a critical part of the patient care team, providing frontline administrative and scheduling support to ensure timely, accurate, and high-quality service to Veterans. Work Schedule Monday – Friday 8:00 AM – 4:30 PM (PST or Alaska Time Zone) Includes a 30-minute lunch and standard breaks Federal holidays observed (Note: Work hours are aligned to supported VA facilities, not candidate’s local time zone.) Compensation Hourly rates are based on candidate location: Kansas City Metro: $21.19/hour St. Louis Metro: $20.50/hour Memphis Metro: $19.00/hour Candidates applying from outside of these designated metro areas may be considered; however, hourly wages will differ based on location About Aptive Arrow ARC supports Veterans Health Administration facilities and offices across the U.S. with health care staffing and program support via the 10-year Integrated Critical Staffing Program (ICSP). We provide staffing solutions to address critical shortages in VHA medical facilities caused by turnover, recruitment issues, seasonal needs, surges or emergencies. Arrow is a certified Service-Disabled, Veteran-Owned Small Business joint venture between Artemis ARC and Aptive Resources, two award-winning companies that share an agile, mission-focused, results driven approach in the federal sector. Arrow provides management consulting services and specializes in working with federal government agencies like the Department of Veterans Affairs and Office of Personnel Management. EEO Statement Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class. Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.

Requirements

High school diploma or equivalent
Minimum 1 year of administrative, customer service, or healthcare support experience
Strong communication skills (phone and written)
Ability to work in a fast-paced, metrics-driven environment
Proficiency with computers and data entry systems
Ability to handle sensitive information in compliance with HIPAA and privacy standards
Maintain ≥98% accuracy in documentation and data entry
Meet productivity metrics (e.g., scheduling timeliness, call responsiveness)
Provide professional, courteous, and Veteran-centered service at all times
Resolve customer concerns within established timeframes

Responsibilities

Schedule patient appointments and manage consults in accordance with VA timeliness standards (≤ 7 days)
Provide high-quality customer service to Veterans, families, and staff
Answer and manage incoming calls, inquiries, and appointment requests
Maintain accurate patient records within VA systems (CPRS/EHRM)
Conduct outreach to patients and providers for scheduling coordination
Manage electronic waitlists, recalls, and consult tracking
Verify and update patient demographic and insurance information
Escalate scheduling or access issues per established procedures
Collaborate with interdisciplinary healthcare teams across multiple facilities

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