What are the responsibilities and job description for the Medical Support Assistant position at CVP (Customer Value Partners)?
CVP is seeking Medical Support Assistants (MSAs) to join our team in the Office of Community Care at the Sheridan VA Health Care System. This position offers remote work opportunity (telework) for qualified candidates. Working hours are Monday-Friday between 700am - 600pm (8-hour shifts), excluding federal holidays.
As an MSA, you will coordinate care between VA and community providers, schedule appointments, and ensure Veterans receive timely and appropriate care.
CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation.
CVP is an Equal Opportunity Employer dedicated to actively recruiting individuals and providing advancement opportunities based on merit and legitimate job qualifications. We ensure that all associates receive equal opportunities based on their personal qualifications and job requirements. CVP strictly prohibits any form of discrimination or harassment.
At CVP, we cultivate a work environment that encourages fairness, teamwork, and respect among all associated. We are committed to maintaining a workplace where everyone can grow both personally and professionally.
As an MSA, you will coordinate care between VA and community providers, schedule appointments, and ensure Veterans receive timely and appropriate care.
- Coordinate and authorize Veteran care with community providers that the VA does not supply or cannot supply in a timely manner
- Process community care consults properly via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) systems
- Schedule appointments and coordinate care in accordance with VHA Directive 1230 (Outpatient Scheduling and Process Procedures) and VHA Directive 1232 (Consult Management)
- Complete scheduling actions within three (3) business days of receipt of order from provider with a target of 20 scheduling actions per day
- Process administrative notes for consults, no-shows, cancellations, and "unable to reach" situations with accuracy and appropriateness
- Resolve appointments within 2 business days if there is a no-show or cancellation
- Provide excellent customer service when interacting with Veterans, their families, and VA staff, demonstrating the VA's core values of Integrity, Commitment, Advocacy, Respect, and Excellence (ICARE)
- Validate and update patient demographic information, including phone numbers, addresses, emergency contacts, and insurance information
- Screen and receive phone calls in a courteous and timely manner, answering phones within 5 rings while following appropriate telephone etiquette
- Maintain National TeleOncology Clinic profile management, completing grid access requests and provider grid changes in a timely and accurate manner
- Ensure patient privacy and confidentiality by maintaining all patient information in compliance with Privacy Act, HIPAA, and VA regulations
- Operate VA computer systems including VISTA, CPRS, CTM, HSRM, PPMS, and Microsoft Office applications
- Collaborate with providers and staff on interdisciplinary care teams to ensure coordinated patient care
- Review and use data from reports to collaborate with team members for patient appointments
- Complete all mandatory annual training requirements and maintain compliance with VA policies and procedures
- Perform other administrative duties as assigned
- High School diploma or GED equivalent required
- Minimum of 6 months customer service experience
- Type at least 50 WPM
- Oral and written proficiency in English
- Basic computer skills and proficiency with Microsoft Office products (Excel, Word, Outlook & Teams)
- Basic medical terminology knowledge
- Ability to successfully undergo a Government-sponsored background investigation (US Citizenship required)
- No health or physical disability restrictions that interfere with the performance of assigned duties
- For remote workers Must have a dedicated, private workspace suitable for handling sensitive information and participating in virtual meetings
- Prior experience in healthcare or medical office settings
- Experience with VA systems such as VISTA, CPRS, HSRM, or PPMS
- Previous experience coordinating care or scheduling medical appointments
- Experience working in a virtual or remote environment
- Knowledge of VA community care processes
- Some personnel may work 100% of the time in a non-VA-owned space that may be within or outside the commuting area of the above VA facility
- Please note this role is pending program award with an anticipated November, 2025 start*
CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation.
CVP is an Equal Opportunity Employer dedicated to actively recruiting individuals and providing advancement opportunities based on merit and legitimate job qualifications. We ensure that all associates receive equal opportunities based on their personal qualifications and job requirements. CVP strictly prohibits any form of discrimination or harassment.
At CVP, we cultivate a work environment that encourages fairness, teamwork, and respect among all associated. We are committed to maintaining a workplace where everyone can grow both personally and professionally.
