Medical Support Assistant - VA Medical Center

CLFC Healthcare and Communications is hiring Medical Support Assistants to support the Boise VA Medical Center and associated Community-Based Outpatient Clinics across Idaho. This role is central to connecting Veterans in Idaho to timely Community Care appointments. You will manage consult scheduling, coordinate with community providers, and ensure Veterans receive seamless access to the healthcare they have earned.

The Boise VA Medical Center serves Veterans across a large geographic region of Idaho, including both urban and rural communities. Community Care scheduling is critical to connecting Veterans with specialists and coordinated care services in this expansive region. This is not general clerical work. You are the bridge between a Veteran waiting for a specialist appointment and the provider who will deliver their care.

Key Responsibilities

• Process Community Care consults from receipt through appointment completion, maintaining scheduling accuracy and documentation integrity in VA systems (CPRS and EHRM).
• Conduct outreach to Veterans and community providers to coordinate appointments, confirm availability, and resolve scheduling conflicts, including across multiple time zones.
• Manage Electronic Waiting Lists and Recall lists, ensuring Veterans are scheduled within required timeframes.
• Maintain daily productivity standards consistent with VISN 20 Float Pool expectations, including consult touches, appointment resolutions, and timely documentation updates.
• Return Veteran voicemails within 24 hours and respond to urgent instant messages within 5 minutes.
• Coordinate with the External Provider Scheduling network of community providers across multiple specialties to secure appointments that meet clinical and access requirements.
• Escalate unresolved consults, access barriers, and complex cases per VA and VISN 20 Standard Operating Procedures.
• Maintain strict compliance with HIPAA, VA privacy requirements, and information security protocols in handling Protected Health Information (PHI).
• Follow all applicable VA, VISN 20, and Boise VA Medical Center policies and procedures while representing CLFC and VA professionally in all Veteran and provider interactions.

Knowledge, Skills, and Abilities (KSAs):

1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.
2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
4. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.
6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Preferred Qualifications

• Prior VA Medical Center or VA Community Care experience.
• Familiarity with CPRS, VistA, or VA EHRM systems.
• Experience with medical scheduling, consult management, or referral coordination.
• Knowledge of MISSION Act Community Care eligibility and processes.
• Veteran status (Veterans are strongly encouraged to apply).

1. United States Citizenship (non-citizens may only be appointed when it is not possible to recruit qualified citizens per VA Policy).
2. English Language Proficiency, both spoken and written, per VA Handbook 5005, Part II, Chapter 3, Section A, Paragraph 3j.
3. Education: High school diploma, GED, or proficiency certificate from a State or territorial-level Board or Department of Education.
4. Specialized Experience: One year of specialized experience in an advanced or complex clinical setting utilizing numerous advanced patient care systems, scheduling appointments across multiple clinics, and coordination of services among a diverse team of medical providers and clinics to include outside agencies, advanced knowledge of medical terminology, advanced knowledge of the technical health care processes, policy and procedures as it relates to coordination of care.

• Competitive annual salary: $52,000.00 - $63,294.40 (W-2 employment, fully remote).
• Comprehensive health insurance (medical, dental, vision).
• Paid time off and holiday pay.
• 401(k) retirement plan.
• Professional development and training platform access, including a VISN 20-specific curriculum.
• Career progression pathway with opportunities to advance from MSA to Lead MSA and Regional Site Lead.
• Mission-driven work supporting Veteran healthcare access across Idaho.