Medical Support Assistant (MSA) - San Francisco, CA

Job Title: Medical Support Assistant (MSA)

No. of Positions / Candidates Required: 14.0 FTE

Specialty: Clerical medical support: outpatient appointment scheduling and front desk/reception

Place of Work (City/State): San Francisco, San Bruno, Santa Rosa, Oakland, Eureka, Clearlake, and Ukiah, CA

Site: San Francisco VA Health Care System (SFVHCS)

Exact Location:

• SFVAMC: 4150 Clement St, San Francisco, CA 94121

• Downtown SF: 401 3rd Street, San Francisco, CA 94107-1214

• San Bruno: 1001 Sneath Ln Suite 300, San Bruno, CA

• Santa Rosa (South): 2285 Challenger Way, Santa Rosa, CA 95407

• Santa Rosa (North): 3841 Brick Way Blvd, Santa Rosa, CA 95403

• Oakland (New Clinic est. 2028): 1950 Franklin, Oakland, CA 94612

• Oakland Veteran Behavioral Health Clinic: 525 21st St, Oakland, CA 94612

• Oakland (Current Clinic): 2221 Martin Luther King Jr Way, Oakland, CA 94612

• Eureka: 930 W Harris St, Eureka, CA 95501

• Clearlake: 15145 Lakeshore Dr, Clearlake, CA 95422

• Ukiah: 630 Kings Ct, Ukiah, CA 95482

Duration: 1 year contract with the possibility of 3 more years extension

Shift Schedule:

• Clinic hours: Monday Friday 7:00am 5:00pm and Saturday 7:00am 5:00pm

• Evening visiting hours: Monday Friday 5:00pm 10:00pm

• On-call/as-needed staffing pool

Credentialing / Onboarding Time: 6-8 weeks

Experience Needed:

• At least 6 months of general clerical experience.

• At least 6 months of experience using computer programs that focus on general scheduling.

Special Skills Needed:

• Typing speed of 45 60 WPM with accuracy.

• Proficient in Microsoft Word, Excel, and Outlook.

• Familiarity with medical terminology and healthcare scheduling systems.

• Strong verbal and written English communication skills.

• Comfortable handling high-volume phone and computer-based work simultaneously.

• Experience with VistA, ISS, and CPRS preferred.

Responsibilities:

• Schedule, reschedule, cancel, and coordinate outpatient appointments in accordance with VA scheduling guidelines.

• Perform front-desk duties including patient check-in, clinic opening/closing, no-show updates, and verification of patient demographics and insurance information.

• Answer and document patient calls, respond to voicemails, and route clinical concerns appropriately.

• Use VA systems including VistA, ISS, and CPRS for scheduling, documentation, and patient information management.

• Monitor scheduling/access reports, consults, recalls, faxes, mail, and other patient communications.

• Support PACT teams and participate in team huddles, patient communication, and scheduling coordination.

• Provide professional customer service and assist with resolving patient concerns.

• Maintain HIPAA, information security, safety, quality, and VA compliance standards.

• Work independently, prioritize multiple tasks, and resolve routine scheduling or administrative issues.