Medical Support Assistant

Medical Support Assistant (Scheduler/Receptionist) – VA Outpatient & Community Care Services

The Medical Support Assistant (Scheduler/Receptionist) is responsible for coordinating and managing appointment scheduling, patient communications, and consult processing in accordance with VA policies and procedures. Duties include working closely with veterans, VA providers, and community care partners to ensure timely and accurate scheduling; processing consults through systems such as HSRM and PPMS; validating and updating patient demographic data; and supporting integration of medical information into CPRS and VISTA. The role also involves providing high-quality customer service, answering phone inquiries, using Microsoft Office tools, and collaborating with the Lead Scheduler to ensure team efficiency and compliance with VHA directives.

Key Responsibilities

• Coordinate appointment scheduling and reception activities in compliance with applicable VHA directives.
• Ensure timely and accurate communication with patients regarding appointments, consults, and services.
• Serve as the liaison between Veterans, internal VA medical providers, and community care providers.
• Properly process community care consults using systems such as HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS).
• Maintain up-to-date knowledge of VA Community Care rules and scheduling procedures.
• Validate and update patient demographic and administrative information in CPRS and VISTA systems.
• Work collaboratively with Lead Scheduler and scheduling team to ensure all staff are competent and demonstrate professional, proactive representation of the VA.
• Notify contracting supervisor promptly of any issues with automated systems or scheduling software.
• Screen and respond to phone inquiries in a professional and timely manner.
• Perform appointment tracking, documentation, and follow-up procedures as required.
• Utilize Microsoft Office Suite (Excel, Word, Outlook, Teams) for communication and task management.
• Deliver high-quality customer service to patients, families, VA staff, physicians, and all associated personnel.

Minimum Requirements

• U.S. Citizenship (required for VA contract positions)
• High School Diploma or GED Equivalency
• Ability to obtain and maintain a government security clearance, including:
• Completion and submission of background investigation forms
• Successful adjudication by the Personnel Security Adjudication Center (PSAC)
• Issuance of a Personal Identity Verification (PIV) card

EEO Statement

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.