Medical Appointment Clerk

Overview

Location: Wright-Patterson AFB - Medical Appointment Department

Schedule: 9 hour shift Monday - Friday between the hours of 6am - 5pm

Pay: $17.01/hr & Health & Wellness $5.09*/hr worked (in lieu of benefits)

Benefits: Vested vacation, sick leave, holiday leave, Life, Accidental Death and Dismemberment, Short Term Disability

Optional Benefits: Medical, Dental, Vision, 401(K) matching with employee participation in 401(K) plan

Responsibilities

DescriptionThe Medical Appointment Clerk will answer inbound and outbound calls from beneficiaries,validates beneficiary eligibility, schedules, cancels, and reschedules patient appointments in order to provide timely access to quality healthcare.Furthermore, this service will provide outbound calls in order to schedule specialty appointments for beneficiaries who have received a direct care specialty referral. The contractor will record each beneficiary call with the contractor-supplied computers that interface with the standardized Military Healthcare System (MHS) GENESIS electronic health record appointing and referral management system. Calls will be documented in MHS GENESIS using the most current Defense Health Agency (DHA) and PSMHS policies. Additional services include processing appointment requests via Secure Messaging System (SMS), as well as outbound calls for patient care reminders, to include pre-appointment instructions and reminders(lab/radiology/fasting/pre-op surgery, etc.).

 

Scope of Work

Medical AppointmentClerk services span a range of functions to include, but not limited to; verifying beneficiary eligibility via the Defense Enrollment Eligibility Reporting System(DEERS) system, updating patient demographic information, and scheduling beneficiary requestsfor Military Treatment Facility (MTF) primary or specialty care appointments, as well as completing requests for cancellations and appointment rescheduling. The work includes completing outbound calls to facilitate the timely scheduling of specialty appointments in support of specialty referrals generated by an MTF Health Care Provider (HCP).Additional contracted services include processing Secure Message Service (SMS) transmittal requests for appointments, drive-time mapping capabilities in support of specialty care appointing, as well as outbound letters to beneficiaries referred for MTF specialty care.

 

General Duties

• Handle each call received, providing aone callresolution for the caller.
• Schedule, reschedule, and/or cancel appointments.
• Correct booking errors for inbound and outbound calls.
• Conduct outbound calls as required.
• Provide MHS Genesis secure messaging services as required.
• Work in conjunction with the various departments and organizational leadership teams.

Expectations

• Adhere to assigned schedule, including lunches and breaks.
• Answer each call within contractual obligations.
• Regular attendance is required.
• Adhere to minimum key performance indicators policy.
• Adhere to all rules and regulations to include but not limited toHealth Insurance Portability and Accountability Act (HIPAA) and The Joint Commission (TJC)
• Foster a positive working environment
• Treat all encounters professionally
• Ability to reliably commute to assigned location
• Create an engaging, supportive atmosphere that fosters active learning and confidence.

Qualifications

Degree/Education: High school diploma or General Educational Development(GED) equivalencyExperience:

• Skilled in Microsoft 365 and other software programs.
• Excellent interpersonal and customer service skills, proper telephone etiquette.
• Ability to critically think, define problems and obtain solutions.
• Must be able to obtain clearance to be granted a Common Access Card (CAC).
• Must be able to clearly communicate, verbally and written with coworkers and clinic staff.
• Healthcare administrative experience–preferred
• Call center experience–preferred
• Critical thinking skills and attention to detail.
• Receptive to feedback.
• Ability to navigate and utilize computer systems effectively.

Physical Requirements: To effectively perform the essential functions of this role, the individual must be able to meet several physical demands. The position requires visual and verbal acuity, as employees are regularly required to see and hear for effective communication.The role involves sitting at a computer for the majority of the day, with frequent hand movements such as typing and usin