Job Listing
Medical Support Assistant-Clinical Contact Center
Veterans Health Administration · Posted 46 days ago
Hybrid Alexandria, LA $37K – $57K Apply by Aug 10, 2026 Medical Support Assistance ISFJISTJ Customer SuccessHealthcare
Apply for this job → About the Role
This position serves as the Medical Support Assistant in the Alexandria VA Health Care System (AVAHCS) Clinical Contact Center (CCC) providing administrative support across interprofessional clinics and determines the needs of the Veteran/caregiver. The MSA is responsible for scheduling appointments, referring patients, providing information to patients, interactions with both internal and external customers, reviewing and documenting clinical and administrative electronic health records.
What You'll Do
- →Total Rewards of a Allied Health Professional Performs a range of duties related to the delivery of healthcare services in a Clinical Contact Center (CCC), including but not limited to: Advises clinical staff on current administrative processes.
- →Works collaboratively with CCC team in resolution or direction of calls via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
- →Responsible for answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the AVAHCS CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
- →Provides information and resolution to Veterans' requests within scope, uses administrative judgement to refer clinical concerns to clinicians.
- →Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
- →Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
- →Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
- →Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
- →Provides high-quality customer service to Veterans and their families/caregivers.
- →Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught.
- →Work Schedule: Monday-Friday 8:00 am - 4:30 pm, subject to change based on facility needs.
- →Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
- →Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
- →Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job.
- ✓Selective Service Registration is required for males born after 12/31/1959.
- ✓Must be proficient in written and spoken English.
- ✓Subject to background/security investigation.
- ✓Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Must pass pre-employment physical evaluation.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- ✓Complete all application requirements detailed in the "Required Documents" section of this announcement.
- ✓As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
Personality Fit
Job ID: f949db98-4493-42e9-8cd4-e7ef63df742f
Posted via USAJobs