Medical Support Assistant (MSA) – Remote

Position Overview

We are seeking Medical Support Assistants (MSAs) to support Veterans Affairs (VA) scheduling and administrative operations for VISN 20 facilities. This is a remote position supporting clinics in Pacific Standard Time (PST) or Anchorage, Alaska time zones, regardless of your physical location.

Candidates must reside in one of the following metro areas:

• Kansas City (KC Metro)
• St. Louis, MO Metro
• Memphis, TN Metro

This role is a critical part of the patient care team, providing frontline administrative and scheduling support to ensure timely, accurate, and high-quality service to Veterans.

Work Schedule

• Monday – Friday
• 8:00 AM – 4:30 PM (PST or Alaska Time Zone)
• Includes a 30-minute lunch and standard breaks
• Federal holidays observed

(Note: Work hours are aligned to supported VA facilities, not candidate’s local time zone.)

Compensation

Hourly rates are based on candidate location:

• Kansas City Metro: $21.19/hour
• St. Louis Metro: $20.50/hour
• Memphis Metro: $19.00/hour

Candidates applying from outside of these designated metro areas may be considered; however, hourly wages will differ based on location

Key Responsibilities

• Schedule patient appointments and manage consults in accordance with VA timeliness standards (≤ 7 days)
• Provide high-quality customer service to Veterans, families, and staff
• Answer and manage incoming calls, inquiries, and appointment requests
• Maintain accurate patient records within VA systems (CPRS/EHRM)
• Conduct outreach to patients and providers for scheduling coordination
• Manage electronic waitlists, recalls, and consult tracking
• Verify and update patient demographic and insurance information
• Escalate scheduling or access issues per established procedures
• Collaborate with interdisciplinary healthcare teams across multiple facilities

Required Qualifications

• High school diploma or equivalent
• Minimum 1 year of administrative, customer service, or healthcare support experience
• Strong communication skills (phone and written)
• Ability to work in a fast-paced, metrics-driven environment
• Proficiency with computers and data entry systems
• Ability to handle sensitive information in compliance with HIPAA and privacy standards

Performance Expectations

• Maintain ≥98% accuracy in documentation and data entry
• Meet productivity metrics (e.g., scheduling timeliness, call responsiveness)
• Provide professional, courteous, and Veteran-centered service at all times
• Resolve customer concerns within established timeframes

Arrow ARC supports Veterans Health Administration facilities and offices across the U.S. with health care staffing and program support via the 10-year Integrated Critical Staffing Program (ICSP). We provide staffing solutions to address critical shortages in VHA medical facilities caused by turnover, recruitment issues, seasonal needs, surges or emergencies.

Arrow is a certified Service-Disabled, Veteran-Owned Small Business joint venture between Artemis ARC and Aptive Resources, two award-winning companies that share an agile, mission-focused, results driven approach in the federal sector.​ Arrow provides management consulting services and specializes in working with federal government agencies like the Department of Veterans Affairs and Office of Personnel Management.​

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.