Medical Support Assistant

Quick Facts

• Role: Medical Support Assistant (MSA)

• Primary focus: outpatient clinic customer service, appointment scheduling, and electronic medical record support

Description

You will serve as an initial point of contact for outpatient clinics, supporting Veterans and patients by scheduling appointments, answering phones, retrieving voicemails, and handling patient interview information. The role includes reviewing and documenting electronic health records, tracking and responding to electronic orders/consults, verifying demographics and third-party insurance, and coordinating patient-care information flows with the clinical team. Strong customer service and professional communication (in person, by phone, and electronically) are required.

Responsibilities

• Coordinate patient care information and actions with clinic services

• Schedule, cancel, reschedule, and interpret appointment needs according to VHA directives and local procedures

• Answer multiline phone systems and manage voicemail to determine next actions

• Interview patients for appointments and refer to other specialty clinics as required

• Provide information to resolve patient/customer complaints

• Review, document, and update electronic health records and administrative records

• Verify and update patient demographics and third-party insurance

• Handle administrative reports related to consults and no-shows

• Coordinate emergency and non-emergency transfers and determine eligibility status

• Support release of information requests for direct patient care needs

• Work rotated weekends/holidays as scheduled and assist with coverage for other clinics as needed

Requirements

• U.S. citizenship

• Proficiency in written and spoken English

• Customer service experience with daily direct interactions

• Experience and/or education that demonstrates ability to acquire clerical/administrative skills required for the role

• Ability to operate computerized programs to enter, modify, and retrieve sensitive patient information

• Ability to schedule medical appointments in a clinical setting

• Ability to work independently with minimal supervision

• Ability to communicate professionally in person, electronically, and by telephone

• Subject to background/security investigation and VA pre-employment processes (including onboarding and physical examination)

Benefits

Comprehensive federal employee benefits package (details depend on position type and eligibility).