Medical Support Assistant (MSA)

Medical Support Assistant (MSA)

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.

Scheduling and Patient Coordination

• 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.

Patient Support and Communication

• 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.

Community Care Coordination

• 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.

Administrative Support

• 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.

Operational and Team Support

• 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.

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

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.