Medical Support Assistant

Job Title: Medical Support Assistant (MSA)

Project: VISN 20
Contract Type: Firm Fixed Price (FFP)
Positions: 50 (1 Lead MSA + 49 MSA)
Work Locations: Alaska, Washington, Oregon, Idaho
Duration: Base Year + 4 Option Years
Onboarding: 6–8 weeks

Job Overview

We are seeking Medical Support Assistants (MSAs) to support scheduling and administrative operations across VISN 20 facilities. This role is essential in ensuring efficient patient access, appointment coordination, and high-quality customer service for veterans and healthcare providers.

MSAs function as a critical part of the healthcare team, managing patient interactions, scheduling, and coordination of care in a fast-paced clinical environment.

Key Responsibilities

• Manage patient scheduling and appointment coordination across clinics
• Perform consult intake and outreach to patients and providers
• Maintain and update electronic health records (EHR/CPRS)
• Provide front-line customer service to veterans, families, and staff
• Verify and update patient demographic and insurance information
• Handle incoming calls, inquiries, and appointment changes
• Support clinic workflow adjustments based on staffing and patient needs
• Ensure compliance with VA identification and safety protocols
• Document all interactions with ≥98% accuracy standard
• Resolve patient concerns within defined timelines (24–72 hours)
• Collaborate with internal and external healthcare teams

Performance Expectations

• Maintain high-quality documentation and data accuracy (≥98%)
• Achieve appointment accuracy ≥95%
• Meet productivity targets (e.g., 37 touches/day, 10 resolutions/day)
• Ensure patient satisfaction ≥85%
• Respond to voicemails within 24 hours and urgent messages within 5 minutes

Customer Service Standards

• Deliver courteous, respectful, and professional service
• Communicate clearly with patients, families, and staff
• Address and resolve concerns efficiently and empathetically
• Maintain a positive and professional image of the organization
• Support team collaboration and patient-centered care

Minimum Qualifications

• High school diploma or equivalent required
• Prior experience in medical administrative, scheduling, or customer service roles preferred
• Experience in healthcare settings (VA, hospital, or clinic) preferred
• Strong knowledge of EHR/EMR systems

Skills & Competencies

• Excellent communication and interpersonal skills
• Strong organizational and multitasking abilities
• Attention to detail and data accuracy
• Ability to work in a fast-paced, team-oriented environment
• Problem-solving and conflict resolution skills

Lead Medical Support Assistant (Lead MSA) – Additional Responsibilities

• Assign and manage team workloads
• Monitor compliance with performance standards
• Conduct audits, training, and competency evaluations
• Maintain workload tracking and reporting
• Support team performance improvement initiatives

Pay: $30.00 - $33.00 per hour

Experience:

• Medical Assistant: 3 years (Required)

License/Certification:

• BLS (Required)

Shift availability:

• Day Shift (Preferred)

Work Location: In person