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Job Description
Medical Support Assistant (MSA) VA Puget Sound Health Care System (VAPSHCS) - Vancouver, WA Job Overview The VA Puget Sound Health Care System (VAPSHCS) is seeking qualified Medical Support Assistants (MSAs) to provide comprehensive administrative, scheduling, and customer service support across VA healthcare facilities. This role serves as a critical member of the patient care team, ensuring timely access to healthcare services while maintaining exceptional customer service standards for Veterans.
6-8 Weeks Key Responsibilities Perform a full range of administrative, receptionist, and clerical duties within VA clinics and healthcare units. Schedule, coordinate, and maintain patient appointments utilizing VA scheduling systems. Manage Community Care consult intake, processing, tracking, and follow-up activities. Conduct outreach to Veterans, community providers, and healthcare partners regarding appointments and referrals. Review and manage consults, waiting lists, recall lists, and AudioCare communications. Verify and update patient demographic, insurance, and eligibility information. Collect, scan, and maintain third-party insurance documentation. Ensure accurate documentation and data entry within CPRS, EHRM, and other VA systems. Answer and route incoming calls while resolving patient concerns in a professional and timely manner. Coordinate appointment modifications due to provider availability, clinic changes, or contingency plans. Collaborate with multidisciplinary healthcare teams, including VA and community-based providers. Maintain compliance with
HIPAA, VA
privacy regulations, cybersecurity policies, and records management requirements. Complete all required VA training and maintain an active PIV badge. Required Qualifications High School Diploma or equivalent required. Minimum 1 year of healthcare administrative, medical office, scheduling, or customer service experience preferred. Experience working in a hospital, clinic, physician office, healthcare call center, or medical support environment. Strong verbal and written communication skills. Excellent customer service and telephone etiquette. Ability to multitask in a fast-paced healthcare environment. Strong attention to detail and documentation accuracy. Preferred Skills & Experience Experience with VA systems including: CPRS (Computerized Patient Record System) EHRM (Electronic Health Record Modernization) Electronic Waiting List (EWL) Community Care referral and consult processing experience. Medical scheduling and appointment coordination. Knowledge of healthcare insurance verification and patient registration processes. Performance Expectations Contractors must meet the following performance standards: Maintain 98% or greater documentation and data accuracy . Schedule appointments within 7 calendar days of File Entry Date (FED) . Complete an average of 37 touches per day . Achieve 10 resolutions per day . Return voicemail messages within 24 hours . Respond to urgent instant messages within 5 minutes . Resolve customer concerns within 48-72 hours . Customer Service Standards Provide courteous, respectful, and professional service to Veterans, families, visitors, providers, and staff. Communicate clearly and effectively both verbally and in writing. Address inquiries and concerns promptly while maintaining a customer-focused approach. Demonstrate professionalism, teamwork, and commitment to Veteran-centered care. Compliance Requirements U.S. Citizen or Green Card Holder required. Must successfully complete VA credentialing and background screening. Adhere to all VA policies, privacy regulations, cybersecurity requirements, and workplace standards. Required Submission Documents Updated Resume (all employment gaps explained) OIG Exclusion Search Result (PDF) SAM Registration Search Result (PDF) Join the VA Puget Sound Health Care System and play a vital role in supporting Veterans by ensuring timely access to quality healthcare services through exceptional administrative and patient support.
