Medical Support Assistant

Overview

CVP is seeking Medical Support Assistants to join our team in support of our Nation's Veterans at the Salt Lake City VA Health Care System (SLCHCS). These are full-time remote positions based in Wasatch County, Utah supporting both the Health Administration Service (HAS) and the Office of Community Care (OCC) departments. Working hours are Monday – Friday, 8:00 AM – 4:30 PM (8-hour shifts), excluding federal holidays. This role is primarily remote but may call for on-site training and support as needed.

As an Medical Support Assistant, you will coordinate care between VA and community providers, schedule appointments, and ensure Veterans receive timely and appropriate care.

Responsibilities

• Serve as the designated MSA scheduler and receptionist responsible for the performance and coordination of appointment scheduling in accordance with VHA Directive 1230, Outpatient Scheduling Processes and Procedures
• Work collaboratively with the Supervisor/Lead Scheduler and scheduling team to ensure all schedulers and receptionists are competent and represent the VA in a positive, proactive manner
• Perform appointment scheduling, tracking, and pre- and post-appointment contacts as required, ensuring Veterans are scheduled within VA guidelines
• Coordinate and authorize Veteran care with community providers for services the VA does not supply or cannot supply in a timely manner
• Communicate with internal medical providers on rules and regulations for VA Community Care and advise on appropriate processes
• Process community care consults via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) and other systems as needed
• 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 inquiries regarding the delivery of services, listening attentively and confirming understanding before transferring calls
• Validate and update patient demographic information on a continuous basis, including phone number, address, next of kin, emergency contact, and insurance information
• Ensure all necessary health and administrative information from received records is processed and integrated into the Computerized Patient Record System (CPRS) and Veterans Health Information Systems and Technology Architecture (VistA)
• Maintain proficiency and daily use of VA software systems including CPRS, ISS, VistA, CTM, PCI, HSRM, PPMS, and Microsoft Office Suite (Word, Excel, Outlook, and Teams)
• Update no-shows within 24 hours of appointment; monitor incoming and outgoing faxes and mail in accordance with HIPAA standards
• Maintain National clinic profile management, completing grid access requests in a timely manner for both opening and closing availability
• Review and use data from reports to collaborate with team members for patient appointments and communicate scheduling issues to supervisors
• Serve as a Patient Relations Representative; actively listen to feedback and patient concerns and self-resolve patient complaints and co-worker concerns in a tactful, professional manner
• Receive, review, prepare, and ensure correct punctuation, spelling, grammar, format, and style of incoming and outgoing correspondence
• Ensure all patients are identified with two appropriate patient identifiers per policy at all times
• Maintain computer and IT security, and confidentiality of files

Qualifications

• Must be a U.S. Citizen and eligible to successfully undergo a Government-sponsored background investigation (NACI)
• High School Diploma or GED equivalent
• Minimum 6 months of customer service experience
• Oral and written proficiency in English
• Minimum typing speed of 50 words per minute (WPM)
• Basic computer skills required; daily proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams)
• Basic medical terminology knowledge
• No health or physical disability restrictions that would interfere with the performance of assigned duties
• Must be able to work independently, make decisions, and exercise sound judgment with limited direct supervision
• Prior VA scheduling or medical support assistant experience preferred
• Familiarity with HIPAA and Privacy Act requirements preferred

Shift

• Monday – Friday, 8:00 AM – 4:30 PM (8-hour shifts), excluding federal holidays

About CVP

CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation.

CVP is an Equal Opportunity Employer dedicated to actively recruiting individuals and providing advancement opportunities based on merit and legitimate job qualifications. We ensure that all associates receive equal opportunities based on their personal qualifications and job requirements. CVP strictly prohibits any form of discrimination or harassment.

At CVP, we cultivate a work environment that encourages fairness, teamwork, and respect among all associated. We are committed to maintaining a workplace where everyone can grow both personally and professionally.