Lead Medical Support Assistant

CVP is seeking a Lead Medical Support Assistant (MSA) to join our team in support of Care in the Community (CITC) services at the South Texas Veterans Health Care System (STVHCS) in San Antonio, TX.

• Coordinate staffing assignments, scheduling, and leave management for a team of 39 Medical Support Assistants supporting CITC operations.
• Serve as the primary liaison between contract staff and the VA Contracting Officer's Representative (COR), escalating issues and communicating updates as required.
• Work collaboratively with the VA Lead Scheduler and care coordination/scheduling/walk-in team to ensure all MSA staff are proficient and represent the VA in a positive and proactive manner.
• Oversee the quality of work performed by contract MSA staff, ensuring adherence to all VA scheduling policies, procedures, and performance metrics in accordance with VHA Directive 1230 and VHA Directive 1232.
• Coordinate and authorize Veteran care with community providers for services the VA does not supply or cannot supply in a timely manner.
• Communicate with internal medical providers on rules, regulations, and appropriate processes related to VA Community Care.
• Monitor and manage workflow within the HealthShare Referral Manager (HSRM), Consult Tracking Manager (CTM), Computerized Patient Record System (CPRS), and VistA systems; report system malfunctions to the COR promptly within an operational day.
• Ensure all incoming consults are processed accurately and in compliance with established SOPs and VHA directives.
• Review and use data from reports to collaborate with team members on patient appointments and communicate scheduling issues to the appropriate supervisor.
• Oversee advanced MSA functions including following the Minimum Scheduling Effort to disposition referrals and working the Consult Report, including Aged Active/Scheduled consults, Idle Greater than 14 Days Active/Scheduled consults, and Administratively Closed consults.
• Validate patient demographic information and ensure all necessary health and administrative information is accurately processed and integrated into CPRS and VistA.
• Properly process community care consults via HSRM, Provider Profile Management System (PPMS), and other systems as needed.
• Ensure compliance with The Joint Commission (TJC) and other regulatory program review criteria governing service delivery.
• Demonstrate participation and knowledge in the facility's Compliance and Business Integrity Program to prevent violations of law and maintain high ethical standards.
• Maintain zero breaches of privacy or confidentiality; always protect electronic and printed files containing sensitive information.
• Always maintain computer and IT security; accept full responsibility for all transactions under personal badge, access, and verify codes.
• Perform all duties of a Medical Support Assistant as needed in support of CITC operations.

• Must be a U.S. citizen and reside within 50 miles of STVHCS in San Antonio, TX.
• Must be eligible to obtain a government-sponsored background investigation (NACI, Low Risk/Tier 1).
• High School Diploma or GED equivalent required.
• Minimum of two (2) years of experience in a Medical Support Assistant or healthcare scheduling role, with at least one (1) year in a lead, supervisory, or senior capacity preferred.
• Advanced knowledge of VA scheduling systems and community care workflows, including VistA, CPRS, HSRM, PPMS, CTM, Referral Documentation Tool (REFDOC), and Enterprise Precision Scanning and Indexing (EPSI).
• Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and Microsoft Teams; ability to type a minimum of 50 WPM.
• Advanced knowledge of medical terminology and VA regulations related to patient support systems, including VA National Scheduling Guidelines and consult management processes.
• Strong oral and written communication skills.
• Demonstrated ability to work independently, manage priorities, and lead a team with minimal supervision while maintaining accuracy and compliance.
• Knowledge of HIPAA, Privacy Act requirements, and VA information security protocols.
• Knowledge of safety, fire protection, and Emergency Code Awareness (e.g., Code Blue, Code Silver) policies and procedures.
• Prior VA or federal healthcare scheduling experience strongly preferred.

Location

• Remote; must reside within 50 miles of the South Texas Veterans Health Care System, 7400 Merton Minter St., San Antonio, TX 78229.
• On-site presence at STVHCS may be required based on operational needs.

Shift

• Monday - Friday; excluding federal holidays
  • 7:30 AM to 4:00 PM CST
  • 8:00 AM to 4:30 PM CST

Pay Rate

• Hourly Pay: $19.21.
• Health & Wellness (H&W): $5.09/hr (H&W will be prorated based on enrollment in the benefits offered, including automatic enrollment in employer-paid plans).

About CVP

CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We help organizations achieve lasting transformation.

CVP is an Equal Opportunity Employer dedicated to actively recruiting individuals and providing advancement opportunities based on merit and legitimate job qualifications. We ensure that all associates receive equal opportunities based on their personal qualifications and job requirements. CVP strictly prohibits any form of discrimination or harassment.

At CVP, we cultivate a work environment that encourages fairness, teamwork, and respect among all associated. We are committed to maintaining a workplace where everyone can grow both personally and professionally.