Medical Support Assistant Lead

Company Description

At International SOS Government Medical Services, headquartered in Houston, Texas, you'll contribute to programs that support healthcare delivery, operational readiness, and workforce wellbeing across the U.S. and internationally. Whether serving in a clinical, operational, or business capacity, your work plays an important role in helping organizations operate safely and effectively.

Founded in 1984, International SOS operates in more than 90 countries, providing healthcare, medical assistance, emergency response, and workforce support services worldwide. Learn more at internationalsos.com.

Job Description

This position is contingent on contract award.​​​​​​

The Medical Support Assistant Lead provides day-to-day oversight for Medical Support Assistant services supporting VA Puget Sound Health Care System Community Care scheduling. This role focuses on workload assignment, quality control, staff support, production reporting, and escalation across consult intake, Veteran and provider outreach, appointment scheduling, documentation, and care coordination workflows.

Location: Puget Sound, WA

Schedule: Monday through Friday, 8:00 a.m. to 4:30 p.m. Pacific Time, excluding federal holidays, unless otherwise directed.

Work is performed remotely from a contractor-provided work location. If directed, work may occur at the American Lake or Oxbow campus. Supported sites include Seattle, American Lake, Oak Harbor, Mount Vernon, Everett, Auburn, Olympia, and Puyallup.

Key Responsibilities:

• Serve as a lead point of contact for Medical Support Assistant workflow performance, helping address scheduling, documentation, customer service, and escalation needs in a timely and professional manner.
• Assign workloads, monitor compliance, conduct audits and competency checks, support staff development, and maintain master workload lists for the MSA team.
• Oversee Community Care scheduling workflows, including consult intake, outreach to Veterans and providers, appointment coordination, documentation, and escalation in accordance with VA requirements, VHA directives, and SOPs.
• Track quality and timeliness standards, including documentation and data integrity, seven-day scheduling expectations, 24-hour voicemail response, urgent message response, appointment accuracy, patient satisfaction, productivity, and complaint follow-up.
• Coordinate with interdisciplinary care team members, VA and non-VA providers, specialists, hospitals, diagnostic and treatment facilities, and community-based programs to support access to care.
• Support accurate patient identification, demographic updates, health insurance collection, record scanning and updates, and documentation within CPRS, EHRM, or other required patient care systems.
• Help ensure daily review and disposition of active and pending consults, Electronic Waiting List items, Recall List items, Audio Care communications, and other Community Care scheduling priorities.
• Support required reporting, onboarding status tracking, training completion, privacy and security compliance, quality correction plans, and timely escalation of performance or confidentiality concerns.

Qualifications

• High School Diploma or GED required.
• One year of specialized experience collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and applying advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community.
• Advanced knowledge of medical terminology, clinical flow, access-to-care processes, and healthcare scheduling workflows across multiple clinics, specialties, and community resources.
• Experience using advanced patient care systems, including CPRS or EHRM, Electronic Waiting List, Recall List, Audio Care communications, patient healthcare portals, or similar systems.
• Ability to organize work, set priorities, delegate tasks, train staff, manage workflow priorities, follow up on pending items, prepare reports, and communicate tactfully with Veterans, family members, providers, internal teams, and external customers.
• Must be able to read, write, and speak English effectively; U.S. citizenship is required.
• Ability to pass or possess VA Public Trust Clearance and complete required VA onboarding items, including background processing, fingerprinting, PIV credentialing, required privacy, security, and HIPAA training, and facility requirements when working on VA property.
• Ability to work in a typical office environment with prolonged sitting and standing; may require bending, stooping, and lifting up to 15 lbs.
• Resume required for final submission.

Preferred

• Experience supporting VA, VHA, Community