Medical Support Assistant (Medical Receptionist)

About the role

CVP is seeking Medical Support Assistants to join our team in support of our Nation's Veterans at the Salt Lake City VA Health Care System (SLCHCS) in Salt Lake City, UT. These are full-time remote positions based in Wasatch County, Utah supporting both the Health Administration Service (HAS) and the Office of Community Care (OCC) departments. Working hours are Monday - Friday, 8:00 AM - 4:30 PM (8-hour shifts), excluding federal holidays.

Responsibilities

• Coordinate care between VA and community providers, schedule appointments, and ensure Veterans receive timely and appropriate care.
• Serve as the designated MSA scheduler and receptionist responsible for the performance and coordination of appointment scheduling in accordance with VHA Directive 1230, Outpatient Scheduling Processes and Procedures.
• Work collaboratively with the Supervisor/Lead Scheduler and scheduling team to ensure all schedulers and receptionists are competent and represent the VA in a positive, proactive manner.
• Perform appointment scheduling, tracking, and pre- and post-appointment contacts as required, ensuring Veterans are scheduled within VA guidelines.
• Cover and authorize Veteran care with community providers for services the VA does not supply or cannot supply in a timely manner.
• Communicate with internal medical providers on rules and regulations for VA Community Care and advise on appropriate processes.
• Process community care consults via HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS) and other systems as needed.
• Screen and receive phone calls in a courteous and timely manner; answer the phone within 5 rings and follow appropriate telephone etiquette.
• Confirm understanding before transferring calls and validate and update patient demographic information on a continuous basis, including phone number, address, next of kin, emergency contact, and insurance information.
• Maintain proficiency and daily use of VA software systems including CPRS, ISS, VistA, CTM, PCI, HSRM, PPMS, and Microsoft Office Suite (Word, Excel, Outlook, and Teams).
• Update no-shows within 24 hours of appointment; monitor incoming and outgoing faxes and mail in accordance with HIPAA standards.
• Maintain National clinic profile management, completing grid access requests in a timely manner for both opening and closing availability.
• Review and use data from reports to collaborate with team members for patient appointments and communicate scheduling issues to supervisors.
• Serve as a Patient Relations Representative; actively listen to feedback and patient concerns and self-resolve patient complaints and co-worker concerns in a tactful, professional manner.
• Receive, review, prepare, and ensure correct punctuation, spelling, grammar, format, and style of incoming and outgoing correspondence.
• Maintain computer and IT security, and confidentiality of files.

Requirements

• Must be a U.S. Citizen and eligible to successfully undergo a Government-sponsored background investigation (NACI).
• Minimum 6 months of customer service experience.
• Oral and written proficiency in English.
• Minimum typing speed of 50 words per minute (WPM).
• Basic computer skills required; daily proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Basic medical terminology knowledge.
• No health or physical disability restrictions that would interfere with the performance of assigned duties.
• Must be able to work independently, make decisions, and exercise sound judgment with limited direct supervision.
• Prior VA scheduling or medical support assistant experience preferred.
• Familiarity with HIPAA and Privacy Act requirements preferred.

Qualifications

• High School Diploma or GED equivalent.

Skills

• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Proficiency in VA software systems.
• Knowledge of HIPAA and Privacy Act requirements.

Benefits

N/A

Pay

N/A

Schedule

Monday - Friday, 8:00 AM - 4:30 PM (8-hour shifts), excluding federal holidays.

Location

Salt Lake City VA Health Care System (SLCHCS) at 500 S Foothill Dr, Salt Lake City, UT 84148

About CVP

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.