Medical Support Assistant

Aptive; Hampton (VA); Hybrid; USD 54,442,752 - 61,992,000; Full time

Job summary

Aptive is seeking a Medical Support Assistant (MSA) to support the Hampton VA Healthcare System in patient scheduling, reception, and administrative coordination. The role keeps clinics running and Veterans cared for, with a focus on front-line service and efficient patient flow.

You will handle scheduling, testing, and messages across departments, ensuring HIPAA-compliant, high-quality service in a busy VA environment. This is a full-time contract with regular daytime hours.

Qualifications

• U.S. citizenship is required.
• Six months of clerical, office, or customer service experience, or one year of education beyond high school.
• Typing speed of at least 40 WPM.
• Proficiency in spoken and written English.
• Experience with electronic medical records and scheduling systems.
• Strong customer service skills and ability to work independently.
• Ability to maintain HIPAA confidentiality.

Responsibilities

• Schedule, cancel, and reschedule patient appointments in VistA Scheduling (GUI) and CPRS.
• Respond to VistA/CPRS alerts, scan insurance cards, and complete Insurance Capture Buffer (ICB) encounters.
• Assist Veterans with My HealtheVet secure messaging enrollment and relay messages between patients and providers.
• Provide reception and front-line customer service in outpatient clinics, call centers, Eligibility, and Release of Information offices.
• Support Community Care: contact Veterans, schedule with community providers, follow up on appointments, and index returned medical records.
• Process beneficiary travel reimbursement claims and assist with transportation coordination.
• Scan and upload outside medical records into the EMR to support Health Information Management.

Skills

Typing 40 WPM

Customer service

HIPAA compliance

EMR systems

Scheduling systems

English proficiency

Education

High school diploma or equivalent

Tools

VistA Scheduling

CPRS

Job description

Job Description — Medical Support Assistant (MSA), Hampton VA Healthcare System

Location: Hampton VA Medical Center (100 Emancipation Dr., Hampton, VA 23667) and Community-Based Outpatient Clinics across the Hampton Roads area; some telework may be authorized by the facility

Schedule: Monday–Friday, 8-hour shifts (7:00 AM–3:30 PM, 7:30 AM–4:00 PM, or 8:00 AM–4:30 PM) — no nights, weekends, or on-call; federal holidays observed

Position Type: Full-time contract supporting the Department of Veterans Affairs

Pay: 19.00/hr plur 5.09 for Health and Wellness

About The Role

Join a team of approximately 50 Medical Support Assistants supporting Veterans at the Hampton VA Healthcare System. MSAs are the front line of patient flow — handling scheduling, reception, and administrative coordination that keeps clinics running and Veterans cared for.

Primary Responsibilities

What You’ll Do

• Schedule, cancel, and reschedule patient appointments and consults in VistA Scheduling (GUI) and CPRS; enter no-show information, manage recall reminders, and complete encounter forms
• Respond to VistA/CPRS alerts, scan insurance cards, and complete Insurance Capture Buffer (ICB) encounters
• Assist Veterans with My HealtheVet secure messaging enrollment and relay messages between patients and providers
• Provide reception and front-line customer service in outpatient clinics, call centers, Eligibility, and Release of Information offices
• Support Community Care: contact Veterans, schedule with community providers, follow up on appointments, and index returned medical records
• Process beneficiary travel reimbursement claims and assist with transportation coordination
• Scan and upload outside medical records into the EMR to support Health Information Management

Minimum Qualifications

• U.S. citizenship (required)
• Six months of clerical, office, customer service, or administrative experience — OR one year of education above high school — OR an equivalent combination
• Typing speed of at least 40 WPM (data entry is a primary duty)
• Proficiency in spoken and written English
• Computer literacy, including experience with (or ability to learn) electronic medical records and scheduling systems
• Strong customer service skills and ability to work independently, prioritize, and adapt across assignments
• Ability to maintain strict patient confidentiality (HIPAA)

Additional Requirements

• Favorable Tier 1/NACI background investigation and fingerprinting prior to start; PIV card required
• Current TB test and infection control training prior to start
• Completion of VA's 10-day MSA/Scheduling training course (provided during first two weeks)
• Professional office attire per VA facility standards

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.