Medical Support Assistant

Medical Support Assistant (MSA) – VA Community Care (Northwest Region)

Location: Located in MT or PST time zones preferred - Supporting facilities across WA, OR, ID, and AK)

Schedule: Monday–Friday, 8:00 a.m.–4:30 p.m. (local time)

Position Overview:

The Medical Support Assistant (MSA) provides comprehensive administrative and scheduling support for the Department of Veterans Affairs Community Care program within the Northwest region. This role ensures timely consult intake, Veteran and provider outreach, appointment scheduling, documentation, and escalation in accordance with VHA directives and Standard Operating Procedures. The MSA serves as a key member of the front‑line team, supporting clinic operations and contributing to high‑quality, Veteran‑centered care.

Key Responsibilities:

Community Care & Scheduling Support:

• Process Community Care consult intake, conduct outreach to Veterans and community providers, schedule appointments, and escalate issues per SOP and VHA directives.
• Complete accurate and timely scheduling, including use of the Electronic Wait List, Recall List, and AudioCare communications.
• Schedule appointments with Veteran input, minimizing unnecessary travel and ensuring timely access to care.
• Notify VA Shift Supervisor when clinic access is limited or when patients cannot be scheduled within mandated timeframes.
• Meet scheduling timeliness standards
  
  

Reception & Administrative Duties:

• Perform the full range of receptionist and customer service functions for one or more clinics or units.
• Maintain appointment schedules, adjust clinic access, and shift patients to alternate providers when staffing or coverage issues arise.
• Operate office equipment, manage incoming/outgoing messages, distribute materials, and support daily clinic workflow.
• Assist with clinic contingency plans by adjusting appointment times, dates, or locations as needed.

Patient Interaction & Customer Service:

• Serve as a primary point of contact for Veterans, families, and staff, setting the tone for quality care.
• Use two forms of identification to ensure patient safety and compliance with VA standards.
• Validate and update demographic information during each interaction to reduce returned mail and improve contact accuracy.
• Explain VA's insurance collection mandate and collect, scan, and update third‑party insurance information to support revenue processes.
• Maintain professionalism, tact, and diplomacy when assisting Veterans who may have complex medical or administrative concerns.

Documentation & Record Management:

• Ensure all required health and administrative information is accurately entered into CPRS or EHRM.
• Screen and respond to phone calls courteously and promptly, following privacy and clinic protocols.
• Support tasking, tracking, and closure of administrative actions from initiation to completion.
• Perform additional related duties as assigned to maintain efficient daily operations.

Work Environment

MSAs support multiple VA Medical Centers, Community‑Based Outpatient Clinics (CBOCs), and associated sites across the Northwest, including Washington, Oregon, Idaho, and Alaska.