Medical Support Assistant - VA (Fully Remote)

Location: Fully Remote (supporting VA VISN 20 Community Care operations)

Employment Type: Full-Time with Benefits

Work Arrangement: Fully Remote — work from your home office anywhere in the United States. All scheduling and coordination is performed remotely using VA systems.

Salary Range: $66,560 - $70,720 per year ($32.00 - $34.00/hr)

Position Overview

CLFC Healthcare and Communications is hiring Medical Support Assistants to support the VA Puget Sound Health Care System and VISN 20 Community Care operations across the Pacific Northwest and Alaska. This role is central to connecting Veterans 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.

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.
• 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.

Required Qualifications

United States Citizenship (non-citizens may only be appointed when it is not possible to recruit qualified citizens per VA Policy).

English Language Proficiency, both spoken and written, per VA Handbook 5005, Part II, Chapter 3, Section A, Paragraph 3j.

Education: High school diploma, GED, or proficiency certificate from a State or territorial-level Board or Department of Education.

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.

Knowledge, Skills, and Abilities (KSAs):

1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines 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.
4. Advanced knowledge of the technical health care process 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.
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).

Compensation and Benefits

• Competitive annual salary: $66,560 - $70,720 (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.
• Career progression pathway with opportunities to advance.
• Mission-driven work supporting Veteran healthcare access nationwide.

About CLFC Healthcare and Communications

CLFC Healthcare and Communications is a nationwide healthcare staffing and language access services organization supporting federal agencies including the Department of Veterans Affairs, Indian Health Service, and the Department of Homeland Security. CLFC is a Small Business and Self-Certified Small Disadvantaged Business and an Equal Opportunity Employer.

Website: www.clfchealthcare-communications.com