Job Description

Job Description: Medical Clerical Support Specialist _ Scheduler

Position Title:  Medical Clerical Support Specialist _ Scheduler
Agency Supported: U.S. Department of Veterans Affairs (VA) – Minneapolis, MN
Work Location:  One Veterans Dr. Minneapolis, MN 55417

Position Summary

The Medical Clerical Support Specialist provides essential administrative, scheduling, and customer service support to VA medical and outpatient operations. Contractor personnel will work on-site in VA facilities and perform duties in accordance with VA policies, VHA Handbooks/Directives, and the contract’s Performance Work Statement (PWS).
The Specialist plays a key role in supporting Veterans by ensuring efficient clinic workflow, timely appointment coordination, and accurate documentation in VA-authorized systems.

Essential Duties and Responsibilities

Contractor personnel shall perform, at a minimum, the following functions in support of VA clinical operations:

• Provide administrative and clerical support to VA staff, including physicians, nurses, and clinic leadership.
• Schedule, modify, and coordinate Veteran appointments using VA-approved scheduling systems (e.g., VistA, CPRS, MSA tools, and Cerner/Oracle Health – as applicable per site).
• Support outpatient care coordination and assist with managing clinic flow.
• Maintain accurate documentation, records, and logs in compliance with VA, VHA, and HIPAA requirements.
• Prepare correspondence, reports, and forms using Microsoft Office applications.
• Answer telephones, route calls, greet Veterans and visitors, and provide high-quality customer service.
• Assist with check-in/check-out processes and verify required documents or eligibility information when directed.
• Follow all VA confidentiality rules, IT security protocols, and information handling procedures.
• Meet all performance metrics and deliverables outlined in the PWS, including timeliness, accuracy, and responsiveness.

Minimum Qualifications (Mandatory Requirements)

The Contractor must ensure personnel meet the following minimum criteria:

• High School diploma or GED.
• Proficiency in English (oral and written).
• Working knowledge of Microsoft Office (Word, Excel, Outlook).
• No physical restrictions that interfere with assigned duties.

Preferred Qualifications

• Experience scheduling appointments or providing administrative support in a healthcare setting .
• Prior work experience in a VA facility, VHA system, or federal healthcare environment .
• Familiarity with VA clinical systems , including:
  • VistA (Veterans Health Information Systems and Technology Architecture)
  • CPRS (Computerized Patient Record System)
  • Oracle Cerner (LH/EMR), depending on facility transition
  • MSA (Medical Support Assistant) workflows
• Knowledge of VA processes, such as consult management, clinic profiles, and Veteran-centered communication.

Key Competencies

• Strong interpersonal and communication skills, especially when interacting with Veterans.
• High attention to detail and accuracy in scheduling and documentation.
• Ability to work effectively in a fast-paced clinical environment.
• Professionalism, reliability, and respect for Veteran privacy.
• Ability to work independently while following VA policies and supervisory direction.
• Customer service orientation reflecting VA’s mission to serve Veterans with compassion and respect.

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