Medical Support Assistant; MSA)

Position: Medical Support Assistant (MSA)
Job Summary Medical Support Assistant (MSA) Work Schedule

• Monday – Friday
• 8:00 AM – 4:30 PM (Mountain Time)
• Federal holidays excluded

Compensation: $19.00/hr plus $5.09 for Health and Wellness Important Work Arrangement:
Remote - Must reside within Utah County for this position. While the position is fully remote candidates must still reside witihn 50 miles of the main VAMC in Salt Lake City, UT. Primary Responsibilities

Position Overview

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.

Minimum Qualifications

Key Responsibilities 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 Health Share 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.

Desired Qualifications

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

Physical Requirements

Physical Requirements:

While performing the duties of this job, the employee is regularly required to sit for extended periods, use a computer keyboard and mouse, and communicate verbally and in writing. The employee may occasionally need to stand, walk, bend, or lift up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

About

Aptive

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…