Medical Support Assistant

Medical Support Assistant (MSA) RemoteWe are seeking Medical Support Assistants (MSAs) to support Veterans Affairs (VA) scheduling and administrative operations for VISN 20 facilities. This is a remote position supporting clinics in Pacific Standard Time (PST) or Anchorage, Alaska time zones, regardless of your physical location.Candidates must reside in Memphis, TN Metro. This role is a critical part of the patient care team, providing frontline administrative and scheduling support to ensure timely, accurate, and high-quality service to Veterans.Work ScheduleMonday Friday8:00 AM 4:30 PM (PST or Alaska Time Zone)Includes a 30-minute lunch and standard breaksFederal holidays observed(Note: Work hours are aligned to supported VA facilities, not candidate's local time zone.)CompensationHourly rates are based on candidate location but Memphis Metro pay is below:Memphis Metro: $19.00/hourCandidates applying from outside of these designated metro areas may be considered; however, hourly wages will differ based on locationPrimary ResponsibilitiesKey ResponsibilitiesSchedule patient appointments and manage consults in accordance with VA timeliness standards (? 7 days)Provide high-quality customer service to Veterans, families, and staffAnswer and manage incoming calls, inquiries, and appointment requestsMaintain accurate patient records within VA systems (CPRS/EHRM)Conduct outreach to patients and providers for scheduling coordinationManage electronic waitlists, recalls, and consult trackingVerify and update patient demographic and insurance informationEscalate scheduling or access issues per established proceduresCollaborate with interdisciplinary healthcare teams across multiple facilitiesMinimum QualificationsRequired QualificationsHigh school diploma or equivalentMinimum 1 year of administrative, customer service, or healthcare support experienceStrong communication skills (phone and written)Ability to work in a fast-paced, metrics-driven environmentProficiency with computers and data entry systemsAbility to handle sensitive information in compliance with HIPAA and privacy standardsPerformance ExpectationsMaintain ?98% accuracy in documentation and data entryMeet productivity metrics (e.g., scheduling timeliness, call responsiveness)Provide professional, courteous, and Veteran-centered service at all timesResolve customer concerns within established timeframesAbout AptiveArrow 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.EEO StatementAptive 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.