Medical Support Assistant; MSA – Minneapolis VA Medical Center

Medical Support Assistant (MSA) – Minneapolis VA Medical Center

Location:One Veterans Drive, Minneapolis, MN 55417

Summary
The Medical Support Assistant provides day‑to‑day administrative and clerical support for the Minneapolis VA Health Care System (MVAHCS), primarily within Surgery and Specialty Medicine clinics. The MSA is responsible for front‑line customer service, appointment management, and coordination of care activities that ensure Veterans receive timely access to services.

• Deliver courteous, professional customer service to Veterans, families, visitors, and VA staff in person, by phone, and via electronic communication.

• Maintain and manage appointment schedules for one or more clinics, including creating, modifying, and canceling appointments; adjusting dates, times, locations, and providers to support clinic access and staffing changes.

• Use VA scheduling and registration systems to check in and check out patients, verify demographics and insurance, update eligibility information, and ensure accurate encounter documentation.

• Assist with clinic access and flow by monitoring no‑shows, cancellations, recall lists, and consults; re‑scheduling or reassigning patients to alternate providers or clinics as directed.

• Operate standard office equipment (computers, printers, phones, fax, scanners) and follow established business and operating procedures for each assigned clinic.

• Receive, route, and deliver messages; respond to routine inquiries; elevate complex clinical questions to appropriate clinical staff.

• Support coordination of care tasks such as reminder calls, letters, secure messaging, consult tracking, and follow‑up on test results in line with facility policies and VHA directives.

• Protect patient privacy and confidentiality and comply with HIPAA, Privacy Act, and VA information security and records‑management requirements.

• Complete all mandatory VA and facility training on time and maintain required competencies for the role.

• Adhere to all time‑and‑attendance requirements and clinic operating hours; reliably report to assigned work area and maintain a professional presence.

• Experience providing administrative support in a healthcare or similar customer‑service setting, including appointment scheduling, registration, or related office functions.

• Ability to use computerized scheduling, registration, and office systems, and to learn VA‑specific applications as required.

• Strong communication and customer‑service skills, with the ability to interact professionally with Veterans, families, and clinical staff.

• Knowledge of, or ability to learn, standard clinic business practices and policies related to privacy, confidentiality, and protected health information.

• Ability to work full‑time on‑site at the Minneapolis VA during clinic operating hours and to meet all VA credentialing, background, and mandatory‑training requirements.