Medical Support Assistant (MSA) – Remote
MTCI Healthcare ServicesLocation: Remote (Must reside within 50 miles of Salt Lake City VA Medical Center, Salt Lake City, Utah)
Employment Type: Full-Time
Schedule: Monday – Friday, 8:00 AM – 4:30 PM Mountain Time
Contract: Federal Government Contract
Security Clearance: Background Investigation Required (NACI)
Citizenship: U.S. Citizenship Required
About the Opportunity
Metropol-Tech Consulting Inc. (MTCI) is seeking experienced and customer-focused Medical Support Assistants (MSAs) to support the U.S. Department of Veterans Affairs (VA) Salt Lake City Health Care System. These positions support Veterans by coordinating appointments, managing consults, processing referrals, maintaining medical records, and ensuring timely access to healthcare services. Services are provided remotely and support both the Health Administration Service (HAS) and Office of Community Care. The contract requires 80 full-time Medical Support Assistants supporting VA scheduling and patient care coordination operations.
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Position Summary
The Medical Support Assistant serves as the primary scheduler and administrative support professional responsible for coordinating Veteran healthcare services in accordance with VA scheduling policies and procedures. Responsibilities include appointment scheduling, consult management, patient communications, demographic verification, referral processing, and customer service support utilizing VA healthcare systems.
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Essential Duties and Responsibilities
Patient Scheduling and Coordination
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Schedule, reschedule, and cancel patient appointments.
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Perform appointment tracking and follow-up activities.
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Conduct pre-appointment and post-appointment patient contacts.
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Coordinate patient care services with internal and community healthcare providers.
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Ensure Veterans are scheduled in accordance with VA access and scheduling guidelines.
Community Care Support
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Coordinate and authorize Veteran care with community providers when services are unavailable or delayed within VA facilities.
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Process Community Care consults utilizing HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS).
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Advise providers regarding Community Care procedures and eligibility requirements.
Patient Services
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Screen and answer incoming telephone calls in a professional and courteous manner.
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Respond to inquiries regarding healthcare services and appointment status.
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Update and validate patient demographic information.
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Serve as a patient advocate by resolving concerns and escalating issues appropriately.
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Provide exceptional customer service to Veterans, families, providers, and staff.
Medical Records and Documentation
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Process and integrate health and administrative records into VA systems.
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Maintain accurate patient information within CPRS and VistA.
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Review, track, and respond to electronic consults and referrals.
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Ensure compliance with VA documentation requirements and HIPAA regulations.
Technology and Administrative Support
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Utilize Microsoft Office Suite including Word, Excel, Outlook, and Teams daily.
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Operate VA systems including:
o CPRS (Computerized Patient Record System)
o VistA
o Integrated Scheduling Solution (ISS)
o HSRM
o PPMS
o Consult Tracking Management (CTM)
o Patient Check-In (PCI)
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Report system issues to supervisors promptly.
Required Qualifications
Candidates must:
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Be a U.S. Citizen.
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Possess a High School Diploma or GED.
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Demonstrate proficiency in written and spoken English.
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Possess basic computer skills.
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Type a minimum of 50 words per minute.
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Have knowledge of basic medical terminology.
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Have a minimum of six (6) months of customer service experience.
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Be able to successfully pass a VA background investigation and obtain a favorable adjudication.
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Be able to work independently in a remote environment.
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Preferred Qualifications
Preference will be given to candidates with:
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Experience working in healthcare scheduling environments.
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Previous Veterans Affairs (VA) experience.
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Experience with CPRS, VistA, Cerner, ISS, HSRM, or PPMS.
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Community Care referral processing experience.
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Medical office, hospital, clinic, or health insurance experience.
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Experience working with Electronic Health Records (EHRs).
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Knowledge of HIPAA and healthcare privacy regulations.
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Required Training
Selected candidates must complete VA-mandated training including:
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VA Privacy and Information Security Awareness
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HIPAA Privacy Training
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Community Care Eligibility Training
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Integrated Scheduling Solution (ISS) Training
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CPRS Orientation
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Consult Toolbox Curriculum
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Additional VA scheduling training (up to 17 business days) as assigned.
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Performance Expectations
Successful candidates will:
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Answer incoming calls within five rings.
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Maintain scheduling accuracy and timeliness.
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Update no-show appointments within required timeframes.
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Maintain current patient demographic information.
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Meet productivity and workload standards.
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Demonstrate professionalism and exceptional customer service.
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Comply with all VA scheduling and Community Care requirements.
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Work Environment
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100% Remote Position.
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Must reside within 50 miles of the Salt Lake City VA Medical Center commuting area.
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No routine travel required.
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Occasional travel may be necessary for fingerprinting, PIV badge issuance, or equipment pickup at the nearest VA facility.
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Equal Opportunity Employer
Metropol-Tech Consulting Inc. (MTCI) is an Equal Opportunity Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.
Work mode: remote
