[Hiring] Medical Support Assistant @Aptive

Role Description

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.

• 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), and 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.

Qualifications

• 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, and Microsoft Teams
• Strong oral and written English communication skills

Requirements

• Remote work arrangement (must reside within 50 miles of Salt Lake City, UT or remain within commuting distance of the facility)
• Travel is generally not authorized except for possible fingerprinting, PIV badge pickup, or equipment needs

Company Description

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.