Job Summary Medical Support Assistant (MSA) Location Salt Lake City VA Medical Center (SLCHCS)500 S. Foothill DriveSalt Lake City, UT 84148 Work Schedule - Monday – Friday - 8:00 AM – 4:30 PM (Mountain Time) - Federal holidays excluded Important Work Arrangement: Remote (must reside within 50 miles of Salt Lake City, UT or remain within commuting distance of the facility address listed above). Travel is generally not authorized except for possible fingerprinting, PIV badge pickup, or equipment needs Primary Responsibilities Position Overview The Medical Support Assistant (MSA) provides administrative and scheduling support to the Salt Lake City VA Medical Center. The MSA is responsible for coordinating patient appointments, managing community care referrals, maintaining patient records, and delivering high-quality customer service to Veterans, families, and VA clinical staff. This role supports VA healthcare operations by ensuring accurate scheduling, efficient patient communication, and compliance with VA scheduling policies and procedures. Minimum Qualifications Key Responsibilities Scheduling and Patient Coordination - Schedule and coordinate patient appointments in accordance with VA scheduling policies and VHA Directive 1230. - Track appointments and conduct pre- and post-appointment communications with patients. - Monitor scheduling metrics and ensure appointments meet VA timeliness standards. - Manage recall reminders and scheduling reports to maintain access to care. Patient Support and Communication - Answer incoming phone calls and respond to patient inquiries in a courteous and timely manner. - Provide customer service support to patients, families, VA staff, providers, residents, and contractors. - Verify and update patient demographic information including contact details, emergency contacts, and insurance. Community Care Coordination - Coordinate and authorize Veteran care with community providers when services are not available through VA facilities. - Process community care consults using HealthShare Referral Manager (HSRM) and Provider Profile Management System (PPMS). - Communicate with internal providers regarding VA Community Care policies and procedures. Administrative Support - Maintain and update patient records within VA systems including: - VistA - Computerized Patient Record System (CPRS) - Integrated Scheduling Solution (ISS) - Patient Check-In (PCI) - Process medical records and ensure proper documentation is integrated into VA systems. - Monitor incoming faxes, mail, and consult requests in accordance with HIPAA requirements. Operational and Team Support - Participate in team huddles and collaborate with scheduling teams and supervisors. - Ensure compliance with VA scheduling guidelines and performance metrics. - Support Patient Aligned Care Teams (PACT) and clinic operations. Desired Qualifications Minimum Qualifications - U.S. Citizen - High School Diploma or GED equivalent - Minimum 6 months of customer service experience - Basic knowledge of medical terminology - Typing speed of 50 words per minute - Basic computer proficiency, including: - Microsoft Word - Excel - Outlook - Microsoft Teams - Strong oral and written English communication skills About Aptive 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.​ EEO Statement 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.

• Independently perform a full range of varied, complex and confidential administrative support tasks across leadership and the wider business. • Manage and coordinate complex calendars across multiple stakeholders, including cross-time-zone scheduling (Australia and US). • Schedule internal and external meetings, including client, partner, and board-related engagements. • Communicate professionally with senior external stakeholders (including other Executive Assistants) to secure time and confirm logistics. • Join meetings when required, record minutes, track action items, and support follow-through. • Prepare clear, accurate, and concise internal documents, summaries, and reports when needed. • Coordinate travel arrangements including flights, accommodation, itineraries, and conference logistics. • Support conference and event preparation, including coordinating printing, banners, materials, shipments and delivery deadlines. • Establish, organise, and maintain structured shared files and documentation within Google Drive. • Recommend improvements in workflow and administrative processes to increase efficiency as the company scales. • Respond tactfully, clearly, and professionally to internal and external inquiries. • Exercise sound judgment and maintain strict confidentiality in handling critical and sensitive information. • Perform related duties as required in a rapidly scaling environment.

We are seeking a highly organized and reliable Virtual Assistant to provide remote administrative and operational support. The Virtual Assistant will help manage daily administrative tasks, maintain records, coordinate schedules, and assist with communication between departments and clients. The ideal candidate should have excellent communication skills, strong organizational abilities, and the capability to work independently in a remote environment while maintaining productivity and accuracy. Key Responsibilities - Provide remote administrative support to management and office staff - Manage emails, phone calls, and online inquiries - Schedule meetings, appointments, and service calls - Perform data entry and maintain digital records - Prepare reports, spreadsheets, and documents - Assist with customer support and follow-ups - Manage calendars and reminders for important deadlines - Coordinate with internal teams such as customer service, HR, and operations - Conduct basic research and prepare summaries when requested - Maintain confidentiality of company and client information Required Qualifications - High school diploma or equivalent - 1–3 years of administrative, customer service, or virtual assistant experience - Strong written and verbal communication skills - Excellent organizational and time management skills - Proficiency in Microsoft Office (Word, Excel, Outlook) or Google Workspace - Ability to work independently and meet deadlines in a remote environment - Reliable internet connection and basic home office setup Preferred Qualifications - Associate or Bachelor’s degree in Business Administration or related field - Experience using project management tools (Trello, Asana, Monday.com) - Experience with CRM systems or scheduling software - Previous remote work experience Skills Required - Remote communication - Administrative support - Email and calendar management - Data entry and documentation - Organization and time management - Problem-solving - Customer service Technical Requirements - Reliable high-speed internet connection - Computer or laptop with updated software - Familiarity with video conferencing tools (Zoom, Microsoft Teams, Google Meet) Work Schedule - Flexible schedule depending on company needs - Typically Monday – Friday, 8-hour shifts - Some evening or weekend communication may occasionally be required Salary (Typical Range) - $36,000 – $50,000 per year - Approximately $17 – $24 per hour, depending on experience Benefits (Example) - Competitive salary - Flexible remote work environment - Paid time off (PTO) - Paid training - Opportunities for professional development Skill Level Entry-Level to Intermediate

• Act as a trusted partner and provide comprehensive administrative support to executives and senior leadership. • Manage complex calendars, schedule meetings, coordinate travel arrangements, and handle logistics for internal and external events. • Proactively identify and prioritize time-sensitive matters, ensuring that executives are well-prepared and informed for meetings and appointments. • Serve as the primary point of contact for internal and external stakeholders, screening and directing inquiries, and providing timely and professional responses. • Prepare and edit correspondence, presentations, and reports, ensuring accuracy and adherence to company standards. • Assist in the preparation of materials for board meetings, executive presentations, and strategic initiatives. • Conduct research, gather data, and provide analysis to support decision-making processes. • Handle confidential and sensitive information with the utmost discretion and professionalism. • Collaborate with cross-functional teams and department heads to facilitate effective communication, information sharing, and coordination of projects. • Anticipate needs and proactively identify opportunities for process improvements, streamlining administrative tasks, and increasing efficiency.