Medical Support Assistant

Customer Value Partners • San Antonio, TX

9d • Remote

About The Position

CVP is seeking Medical Support Assistants (MSAs) to join our team in support of Care in the Community (CITC) services at the South Texas Veterans Health Care System (STVHCS) in San Antonio, TX. MSAs will perform care coordination and consult processing administrative functions, schedule and manage patient appointments and consults, coordinate and authorize Veteran care with community providers, and process community care consults using various VA systems. They will also validate patient information, handle phone and electronic inquiries, perform pre- and post-appointment patient contacts, gather medical documentation, monitor faxes and mail, and communicate with internal medical providers and contracting leads. Daily use of Microsoft Office products is also required.

Requirements

• Must be a U.S. citizen and reside within 50 miles of STVHCS in San Antonio, TX.
• Must be eligible to obtain a government-sponsored background investigation (NACI, Low Risk/Tier 1).
• High School Diploma or GED equivalent required.
• Minimum of one (1) year of scheduling experience in a medical, clinical, or healthcare administrative setting.
• Proficiency in data entry and Electronic Medical Record (EMR) systems.
• Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and Microsoft Teams; ability to type a minimum of 50 WPM.
• Knowledge of medical terminology and ability to apply it accurately in a healthcare administrative environment.
• Strong oral and written communication skills.
• Ability to multitask, prioritize workload, resolve scheduling conflicts, and manage multiple consults simultaneously while maintaining accuracy and compliance.
• Ability to work independently with minimal supervision while managing tasks, priorities, and patient workflows.
• Knowledge of HIPAA, Privacy Act requirements, and VA information security protocols.
• Knowledge of safety, fire protection, and Emergency Code Awareness (e.g., Code Blue, Code Silver) policies and procedures.

Nice To Haves

• Knowledge of VA regulations and patient support systems, including VA National Scheduling Guidelines, consult management processes, and community care workflows preferred.
• Experience with VA systems such as VistA, CPRS, HSRM, and CTM strongly preferred.

Responsibilities

• Perform care coordination and consult processing administrative functions in support of the CITC service, in accordance with VHA Directive 1230, Outpatient Scheduling Processes and Procedures, and VHA Directive 1232, Consult Management.
• Schedule, cancel, and reschedule patient appointments and consults; update no-show information and take appropriate action to disposition referrals in accordance with VA guidelines.
• Coordinate and authorize Veteran care with community providers for services the VA does not supply or cannot supply in a timely manner.
• Process community care consults via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS), as well as other systems as required.
• Utilize VA systems including VistA, CPRS, CTM, HSRM, PPMS, REFDOC, EPSI, Cisco/Jabber Automated Call Distribution, External Provider Scheduling (EPS), Emergency Care Reporting Portal (ECR), MyHealtheVet, and Electronic Fax in the daily performance of duties.
• Validate patient demographic information and ensure all necessary health and administrative information is accurately processed and integrated into CPRS and VistA.
• Screen and receive phone calls in a courteous and timely manner; answer the phone within 5 rings and follow appropriate telephone etiquette.
• Respond to telephone and electronic inquiries regarding the delivery of services; retrieve and respond to calls, emails, and Microsoft Teams messages within 48 business hours.
• Perform pre- and post-appointment patient contacts as required and participate in team huddles with peers and management.
• Gather, obtain, and review medical documentation from patients or community facilities as needed to support scheduling and consult processing.
• Follow the Minimum Scheduling Effort process for recording patient and clinic cancellations or no-shows and taking appropriate action to disposition referrals.
• Monitor incoming and outgoing faxes and mail in accordance with HIPAA standards.
• Review and use data from applicable reports to collaborate with team members on patient appointments; communicate scheduling issues to the Lead MSA or supervisor.
• Maintain general oversight of tasks within HSRM; report system malfunctions to the Lead MSA or supervisor within an operational day.
• Communicate with internal medical providers on rules and regulations for VA Community Care and advise on appropriate processes.
• Notify the contracting lead when automated systems are not performing as needed.
• Receive, review, and prepare incoming and outgoing correspondence, ensuring correct punctuation, spelling, grammar, format, and style.
• Perform daily use of Microsoft Office products including Excel, Word, Outlook, and Microsoft Teams.

Benefits

• Health & Wellness (H&W): $5.09/hr (H&W will be prorated based on enrollment in the benefits offered, including automatic enrollment in employer-paid plans).

What This Job Offers

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