Medical Support Assistant

• Must be a resident of the United States of America.
• High School Diploma or GED equivalent.
• Oral and written proficiency in English.
• Basic computer skills, including Microsoft Office Suite.
• Ability to type at least 50 words per minute.
• Basic medical terminology knowledge.
• Minimum of 6 months customer service experience.
• No health or physical disability restrictions that interfere with assigned duties.
• Must complete all required background checks and receive favorable adjudication.
• Must complete mandatory VA training (HIPAA, Privacy, VistA/CPRS, etc.).
• Compliance with OSHA standards and VA immunization/screening requirements (TB, MMR, Varicella, Tdap, Influenza, COVID-19, etc.).

• Schedule and coordinate patient appointments.
• Provide front desk reception and administrative support.
• Validate and update patient demographics.
• Process incoming records and ensure proper integration into systems.
• Handle Community Care consults.
• Coordinate Veteran care with internal VA providers and community care services.
• Respond to calls and inquiries in a courteous and timely manner.
• Use Microsoft Office, Teams, Outlook, CPRS, VistA, VetLink, CTM, and other systems.
• Perform pre- and post-appointment tracking and patient communication.
• Support the Patient Aligned Care Team and participate in clinic operations.
• Monitor reports and metrics such as NEAR, 90-Day Warning, etc.
• Maintain compliance with scheduling and regulatory standards (e.g., Joint Commission).
• Act as Patient Relations Representative, resolving complaints professionally.
• Maintain IT security protocols and safeguard patient information.
• Participate in team huddles and demonstrate adaptability under pressure.
• Receive training on emergency protocols and infection control.

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