Medical Support Assistant (Telehealth)

Quick Facts

Medical Support Assistant (MSA) providing administrative, clerical, and scheduling support for a telemental health program.

Description

You support timely access to mental health services through virtual care by coordinating schedules, managing consults and referrals, and serving as a key point of contact for Veterans, providers, and interdisciplinary clinical teams. You also capture and update health insurance information and ensure required documents are integrated into CPRS. You screen calls, handle customer service needs, and help maintain accurate scheduling workflows and records.

Responsibilities

• Receptionist and customer service duties to support outpatient clinic operations
• Coordinate clinic access contingency plans (adjust times/locations/dates; shift patients as coverage changes)
• Provide insurance education and capture/scan/update third-party insurance information
• Promote use of MyHealthe-Vet (MHV)
• Train other MSA levels on processes, including Insurance Capture Buffer (ICB)
• Send documents for scanning and ensure health/administrative information is integrated into CPRS
• Screen and receive phone calls; determine request type and respond using privacy rules and clinic processes
• Manage scheduling using Electronic Waiting List and YHA Scheduling Directives
• Notify supervisor when scheduling cannot meet mandated clinic timeframes
• Daily review of consults, Electronic Wait List, recall list, and audio care communications for accuracy and disposition
• Participate in daily team meetings and provide input on operational issues
• Independently manage responsibilities, set priorities/deadlines, and adjust work flow to meet clinic and patient needs

Benefits

• Competitive salary with regular salary increases
• Paid Time Off: 37–50 days of annual paid time off per year (annual leave, sick leave, and Federal holidays)
• Parental leave: up to 12 weeks paid parental leave after 12 months
• Child care subsidy: after 60 days (eligibility based on income and maximum monthly support)
• Retirement: federal pension and federal 401(k) with up to 5% contributions
• Insurance: federal health/vision/dental/term life/long-term care (many programs portable into retirement)
• Federal employment benefits for you and your family (eligibility depends on position type)