Medical Support Assistant (MSA) – Position Description

Location: VA Salt Lake City Health Care System, Salt Lake City, UT

This is a future opportunity!

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in healthcare administration or related field preferred
• Minimum of one (1) year of experience in a medical administrative, scheduling, or customer service role preferred
• Experience in a healthcare environment, Veterans Health Administration (VHA), or hospital/clinic setting strongly preferred
• Working knowledge of medical terminology, patient scheduling processes, and administrative procedures
• Experience with electronic health record (EHR) systems; familiarity with VistA/CPRS preferred
• Strong communication skills, both verbal and written, with the ability to interact effectively with patients, providers, and staff
• Demonstrated ability to handle high-volume workloads in a fast-paced environment
• Excellent organizational skills and attention to detail
• Ability to maintain confidentiality and comply with HIPAA and VA privacy standards
• U.S. citizenship required (to meet federal contract requirements)

Position Overview

Contractor personnel will serve as Medical Support Assistants (MSAs) responsible for appointment scheduling and reception duties in compliance with VHA Directive 1230: Outpatient Scheduling Process and Procedures.

The contractor will provide 80 full-time equivalents (FTEs), equal to 166,400 hours per year.

FTE distribution by location may change based on service needs. Contractors are compensated only for hours actually ordered and/or worked.

Key Responsibilities

• Perform appointment scheduling and related administrative duties
• Coordinate patient appointments in compliance with VA scheduling guidelines and access standards
• Ensure adherence to VA scheduling policies, procedures, and performance metrics
• Maintain accurate and timely entry of appointment data within VA systems
• Provide front-line customer service to Veterans, families, and clinical staff
• Manage inbound and outbound calls, appointment reminders, and follow-up communications
• Maintain high-quality control and coordinated workflow across assigned clinics
• Utilize VA systems, including VistA and CPRS (Computerized Patient Record System) — VA network access required
• Support clinical staff by ensuring timely and appropriate patient scheduling and documentation

Security Requirements

• Contractor personnel must obtain required federal security clearance
• Estimated timeline for onboarding and clearance:
  • Week 1: Submit application and required forms to the Personnel Security Adjudication Center (PSAC)
  • Additional 2–3 weeks: Adjudication process and issuance of Personal Identity Verification (PIV) card

Equal Employment Opportunity (EEO) Statement

EGA Associates, LLC is an Equal Employment Opportunity employer and provides equal opportunity to all employees and applicants for employment. EGA prohibits discrimination and harassment of any type without regard to race, color, national origin or ancestry, religion (including Executive Order 13899 protection against anti-Semitism), age (40 and over), sex (including gender identity, transgender status, and sexual orientation), parental status (including limitations related to pregnancy, lactation, childbirth, or related medical conditions), political affiliation, citizenship status, genetic information (including family medical history, genetic testing and services, and genetic characteristics), disability (physical or mental), veteran status or military service history or status, or any other non-merit-based characteristic protected by federal, state, or local laws.

All employment decisions are based on business needs, job requirements, and individual qualifications.

ADA Compliance

Consistent with the Americans with Disabilities Act (ADA), it is the policy of EGA Associates, LLC to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship. This policy applies to all aspects of employment, including the application process. If reasonable accommodation is needed, applicants should contact Human Resources.

This is an anticipated opportunity. EGA is currently identifying qualified candidates in support of a potential future contract. The position is contingent upon contract award, client approval, funding availability, and successful completion of all applicable screening, credentialing, and onboarding requirements.