What are the responsibilities and job description for the Medical Support Assistant position at Aptive?
Job Description — Medical Support Assistant (MSA), Hampton VA Healthcare System
Location: Hampton VA Medical Center (100 Emancipation Dr., Hampton, VA 23667) and Community-Based Outpatient Clinics across the Hampton Roads area; some telework may be authorized by the facility
Schedule: Monday–Friday, 8-hour shifts (7:00 AM–3:30 PM, 7:30 AM–4:00 PM, or 8:00 AM–4:30 PM) — no nights, weekends, or on-call; federal holidays observed
Position Type: Full-time contract supporting the Department of Veterans Affairs
Pay: 19.00/hr plur 5.09 for Health and Wellness
About the Role
Join a team of approximately 50 Medical Support Assistants supporting Veterans at the Hampton VA Healthcare System. MSAs are the front line of patient flow — handling scheduling, reception, and administrative coordination that keeps clinics running and Veterans cared for.
What You'll Do
- Schedule, cancel, and reschedule patient appointments and consults in VistA Scheduling (GUI) and CPRS; enter no-show information, manage recall reminders, and complete encounter forms
- Respond to VistA/CPRS alerts, scan insurance cards, and complete Insurance Capture Buffer (ICB) encounters
- Assist Veterans with My HealtheVet secure messaging enrollment and relay messages between patients and providers
- Provide reception and front-line customer service in outpatient clinics, call centers, Eligibility, and Release of Information offices
- Support Community Care: contact Veterans, schedule with community providers, follow up on appointments, and index returned medical records
- Process beneficiary travel reimbursement claims and assist with transportation coordination
- Scan and upload outside medical records into the EMR to support Health Information Management
Minimum Qualifications
- U.S. citizenship (required)
- Six months of clerical, office, customer service, or administrative experience — OR one year of education above high school — OR an equivalent combination
- Typing speed of at least 40 WPM (data entry is a primary duty)
- Proficiency in spoken and written English
- Computer literacy, including experience with (or ability to learn) electronic medical records and scheduling systems
- Strong customer service skills and ability to work independently, prioritize, and adapt across assignments
- Ability to maintain strict patient confidentiality (HIPAA)
Additional Requirements
- Favorable Tier 1/NACI background investigation and fingerprinting prior to start; PIV card required
- Current TB test and infection control training prior to start
- Completion of VA's 10-day MSA/Scheduling training course (provided during first two weeks)
- Professional office attire per VA facility standards
Arrow ARC supports Veterans Health Administration facilities and offices across the U.S. with health care staffing and program support via the 10-year Integrated Critical Staffing Program (ICSP). We provide staffing solutions to address critical shortages in VHA medical facilities caused by turnover, recruitment issues, seasonal needs, surges or emergencies.
Arrow is a certified Service-Disabled, Veteran-Owned Small Business joint venture between Artemis ARC and Aptive Resources, two award-winning companies that share an agile, mission-focused, results driven approach in the federal sector. Arrow provides management consulting services and specializes in working with federal government agencies like the Department of Veterans Affairs and Office of Personnel Management.
Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.
Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.