Medical Support Assistant (MSA) - Norfolk, VA

Quick Facts

• Location: Hampton Roads, Virginia (on-site). Base of operations: Hampton VA Healthcare System, patient call centers, and Community-Based Outpatient Clinics across Hampton, Newport News, Norfolk, Virginia Beach, Chesapeake, Portsmouth, and Suffolk. All positions are on-site, and there are no remote positions.
• Employment Type: Full-time with benefits (W-2)
• Compensation: $18.00 to $19.50 per hour base (W-2). Total earning potential approximately $23.50 to $25.00 per hour including Service Contract Act Health and Welfare benefits and quarterly performance bonuses
• Schedule: Monday through Friday, 8:00 AM to 4:30 PM Eastern Time (excluding federal holidays), on-site at Hampton VA facilities, patient call centers, and CBOCs across the Hampton Roads catchment; all positions are on-site with no remote work
• Agency Environment: Federal veteran healthcare (VA VISN 6); appointment scheduling, patient communications, community care coordination, and records management supporting the Hampton VA Healthcare System across the Hampton Roads region

Position Overview

Join CLFC in supporting those who served. As a Medical Support Assistant for the Hampton VA Healthcare System, every appointment you schedule helps veterans and their families get timely access to the care they earned through their service.

CLF Consultants LLC is hiring entry-level, on-site Medical Support Assistants to support the Hampton VA Healthcare System through appointment scheduling, patient communications, community care coordination, and records management at VA medical facilities, patient call centers, and Community-Based Outpatient Clinics across the Hampton Roads region. The role serves veterans and family members across Hampton Roads to schedule primary care visits, specialty clinic appointments, community care consults, and follow-up engagements. Every scheduling interaction directly supports veterans accessing healthcare services across the Hampton Roads region. This is an entry-level federal healthcare role accessible to candidates with at least six months of customer service experience, basic computer skills, and a high school diploma or GED.

This is a federal healthcare contract role with defined scheduling accuracy, timeliness, customer service performance standards, and quality assurance metrics applied throughout the contract period. CLFC provides structured onboarding, federal cybersecurity orientation, VA system training (VistA, CPRS, HealthShare Referral Manager (HSRM), and Provider Profile Management System (PPMS)), and ongoing coaching support to set every team member up for sustained success in the role. This role offers stable weekday scheduling supporting a long-term federal healthcare program, an operational rhythm well-suited to candidates seeking workforce predictability.

The position is an ideal gateway into federal healthcare administration. Candidates seeking long-term experience in federal healthcare operations, medical administration, VA systems exposure, and federal contract environments will find substantial career equity in this role. Best-fit candidates frequently come from call center, healthcare administration, retail customer service, hospitality, insurance customer service, military spouse, or recent associate-degree healthcare-admin backgrounds.

This is a fast-paced, production-driven healthcare operations environment requiring strong multitasking, professionalism, and attention to detail.

Why You'll Love This Opportunity

• Stable Monday through Friday daytime schedule, no nights and no weekends
• Meaningful mission supporting veterans and their families across Hampton Roads
• Paid federal onboarding and hands-on VistA, CPRS, HSRM, and PPMS training that builds lasting resume value
• Clear advancement path into Lead MSA, Community Care, Referral Coordination, Eligibility, and Scheduling Supervisor roles
• Long-term federal contract stability with a supportive team and dedicated supervisor
• Veterans and military spouses are strongly encouraged to apply
• On-site role at your assigned VA facility, serving veterans across the Hampton Roads region

Key Responsibilities

• Schedule veteran appointments for primary care, specialty clinics, and community care services in accordance with VHA Directive 1230 (Outpatient Scheduling); meet defined scheduling accuracy and timeliness standards each shift
• Conduct pre-appointment confirmations and post-appointment follow-ups with veterans and family members; verify demographic information and clinical details with precision required by federal records management standards
• Document patient interactions in the Computerized Patient Record System (CPRS) and Veterans Health Information Systems and Technology Architecture (VistA) at the volume and accuracy required by the contract performance metrics
• Route community care consults through HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS); track referral status through completion and escalate stalled referrals through defined channels
• Integrate external clinical records into CPRS when received from community providers; maintain accurate veteran information across VA systems
• Provide professional customer service to veterans, family members, VA clinical staff, residents, and federal contractors over the phone and through secure communications channels; maintain customer satisfaction and quality assurance standards required by contract
• Use Microsoft Excel, Word, Outlook, and Microsoft Teams daily for documentation, team coordination, and federal communications
• Complete annual cybersecurity, Privacy Act, HIPAA, and records management training as required by federal contract attestation
• Maintain accurate scheduling logs and contribute to monthly performance-based outcome measure reporting under contract quality assurance protocols
• Sustain attendance, productivity, and quality assurance standards consistent with CLFC's quarterly performance bonus tiers (see Compensation and Engagement Details)

Required Qualifications

• United States citizenship (contractor personnel shall be a citizen of the United States of America)
• High School education or GED equivalent
• Oral and written proficiency with English
• Basic computer skills
• Type at least 50 WPM
• Able to perform the essential functions of the position
• Basic medical terminology knowledge
• Minimum 6 months customer service experience
• Additional CLFC requirements: ability to pass a federal background investigation (NACI) and obtain a PIV credential; reliable transportation to Hampton VA facilities across the Hampton Roads catchment

Strongly Preferred Qualifications

• Prior experience in a federal healthcare setting (VA, military health system, federal contractor, or community health center)
• Familiarity with VistA, CPRS, HealthShare Referral Manager (HSRM), or Provider Profile Management System (PPMS)
• Background in healthcare appointment scheduling, medical office administration, insurance verification, or healthcare-call-center operations
• Active or recent federal security clearance (any level)
• Bilingual abilities (Spanish or Spanish, Tagalog, or other languages, particularly given the VA Hampton Roads service area demographics)
• Appointment scheduling experience in Epic, Cerner, Athenahealth, eClinicalWorks, NextGen, or other electronic health record or scheduling systems
• Associate's degree in healthcare administration, medical office administration, business administration, or related field
• Military service experience or military spouse background
• Prior experience working in a performance-metric-driven customer service or operations role

Compensation and Engagement Details

CLFC offers more than a paycheck. The total opportunity includes federal contractor benefits, structured onboarding, VistA / CPRS / HSRM / PPMS systems exposure with substantial transferable career value across the federal healthcare workforce, multi-year contract stability, performance-based bonus upside, and a mission-impact role supporting veteran healthcare access. The compensation package is built for candidates seeking sustained federal healthcare operations experience, not transactional work.

• Hourly base pay: $18.00 to $19.50 per hour base (W-2 full-time with benefits); total package approximately $23.50 to $25.00 per hour with SCA Health and Welfare benefits and performance bonuses
• Quarterly performance bonus structure with measurable, objective metrics. Tier 1 top performer up to $520/quarter, Tier 2 strong performer up to $260/quarter, Tier 3 standard baseline
• Bonus tier criteria include: attendance and schedule reliability, scheduling accuracy and timeliness metrics, quality assurance scores, customer service satisfaction, productivity metrics, and contract-required performance outcome measures
• Service Contract Act Health and Welfare benefits (health, dental, vision) plus paid sick leave under Executive Order 13706
• Paid time off and federal holiday schedule
• Retirement plan eligibility after qualifying period
• Professional development support and continuing education resources
• Structured federal onboarding program covering federal cybersecurity attestation, VA system training (VistA, CPRS, HSRM, PPMS), scheduling protocols, and HIPAA compliance
• Dedicated CLFC supervisor and mentor support throughout onboarding and into sustained performance; team-based coaching environment with clear escalation paths
• CLFC administrative support: credentialing verification, federal cybersecurity attestation, scheduling infrastructure, and continuing education
• Mileage reimbursement provided for required travel between VA facilities and Community-Based Outpatient Clinics per federal contractor travel policy
• Clear advancement path: successful MSAs frequently move into Lead MSA, Community Care, Referral Coordination, Eligibility, and Scheduling Supervisor positions, and broader federal healthcare administrative roles
• Multi-year contract potential: base year plus four option years (5-year potential total period of performance)
• Federal healthcare operations experience with substantial transferable career value across the broader federal healthcare workforce
• Mission-impact role supporting healthcare access for the veteran patient population served across the Hampton VA Healthcare System across the Hampton Roads region

About CLFC Healthcare and Communications

CLF Consultants LLC (DBA: CLFC Healthcare and Communications) is a nationwide healthcare staffing and language access services organization supporting federal, state, and local government agencies. With a network of 500+ healthcare professionals and 200+ interpreters across the United States, CLFC delivers credentialed clinical and administrative talent to federal contract environments. CLFC is a Self-Certified Small Disadvantaged Business committed to placing qualified professionals with mission-aligned organizations.