MEDICAL APPOINTMENT CLERK

Destiny Management Services LL•Eielson AFB, AK

3d•Onsite

About The Position

SUMMARY: The contractor shall provide administrative support at Naval Health Clinic Quantico, VA and associated branch locations. The contractor will work in conjunction with other health care providers, professionals, and non-contract personnel.

Requirements

A fully qualified typist (computer keyboard) with a minimum of 50 wpm is required.
Ability to communicate effectively, both orally and electronically.
Must have a good command of the English Language both oral and written.
Must have excellent customer service skills and telephone etiquette
Use of standard office equipment, such as personal computers, copiers, fax machines, and telephone systems.
Must have the ability to understand, analyze, and interpret medical information.
Must have the experience in verifying data and correcting errors.
Be a U.S. citizen.
Must have High School diploma or General Educational Development (GED) equivalency.
Minimum of six months experience within the past year related to working in a medical environment with emphasis on healthcare.
At least 6 months of experience in medical office scheduling.

Nice To Haves

Working knowledge and experience utilizing the following: MHS Genesis preferred
MHS Video Connect preferred

Responsibilities

Receive, greet, and inform patients, visitors, and hospital personnel and provide accurate responses in a friendly, courteous, and concerned manner.
Fax, copy, scan, print, and type documents to complete daily tasks listed within this contract and the MTF SOPs.
Schedule medical appointments and determines patient eligibility for services from phone calls, secured messaging or other methods used for appointment requests. Supports PCM by name processing for appointment and appropriate access to care timeframes during allocation of standard appointment types.
Utilize the Composite Healthcare System (CHCS), the Armed Forces Health Longitudinal Technology Applications (AHLTA), and various other databases in support of patient care and to satisfy administrative requirements.
Maintain a level of productivity comparable with that of other individuals performing similar services.
Perform clerical duties to include greeting patients and staff in a friendly and professional manner. Answer the phone, take, and deliver messages, schedule clinical appointments, and remind providers of important agenda items. Perform faxing, copying, and scanning duties, as well as retrieving and filing patient documents and records. Make patient appointment reminder calls, update patient database profiles, and utilize secure messaging as required. Pull records and file documentation as needed. Confirm medical records are available for upcoming appointments on provider schedules.
Interact with patients, their families, staff, and other care team members to coordinate care in a professional manner.
Call patients or respond to secure messaging requests as needed to schedule, reschedule, and/or cancel appointments. Promotes consult/referral specialty medical care within the MTF or at civilian facilities. Provides patient with specific visit instructions.
Handle information requests with courtesy, accuracy, and respect for the patient’s confidentiality.
Verify beneficiary eligibility utilizing the Defense Enrollment Eligibility Reporting System (DEERS), Composite Health Care System (CHCS), and Enterprise-Wide Referral and Authorization System (EWRAS). Assist with registration as required.
Verify and update the patient demographics as required in CHCS.
Update patient data by utilizing communication and management tools including but not limited to: Armed Health Longitudinal Technology Application (AHLTA), CHCS, Care Point, Integrated Clinical Database (ICDB), MHS Genesis and Secure Messaging.
Assist patients with secure messaging enrollment.
Request for Other Health Information (OHI).
Ensure all encounters are accounted for (End of Day) and dispositioned appropriately.
Provide the care team with their daily schedule and notify them of patient concerns or needs. Ensure patient medical reports are available for the provider prior to each scheduled visit for prescreening.
Prepare patient electronic health record (EHR), including appropriate forms, prior to the patient appointment (i.e., school physical). In the event of EHR failure, manually prepare patient paperwork.
Assist in preparation of patient notices (telephonically or form letter formats) for appointment reminders, no shows, or reschedule/cancellations.
Notify patient and or care team member if there is a delay or adjustment to any patient appointment time or of concerns.
Notify the patient of their upcoming appointment and requirements three business and one business day prior to appointment. Call patients to schedule appointments for routine follow up, readiness, population health and promotion appointments.
Respond and appropriately process secured messaging requests within six (6) business hours of request.
Initiate a telephone consult and submit to the appropriate clinician based on clinic protocols.
Accurately enter patient information in the database and schedule patient appointments within Access to Care guidelines.
Assist the patient with follow-up appointments or specialty care referrals. Assist with clinic check-out and follow-up visits by reviewing post-visit needs with the patient and schedule appropriately.
Assist patients by directing or escorting them to other clinical services (laboratory, radiology, pharmacy, immunizations) as required.
Ensure standard questionnaires and/or performance surveys are provided to the patient for completion in accordance with clinic protocol and given to appropriate support personnel.
Utilize the patients’ preferred method of communication (phone, e-mail, secure messaging) to provide updates on the patient case.
Provide patient privacy and adhere to the Health Insurance Portability and Accountability Act (HIPAA) and personally identifiable information (PII) policies.
Participate in performance improvement projects as it fits in their roles. Attend training as needed to understand their role in the improvement of the organization. May be requested to provide input or data on a process in which they perform in their daily routines. The improvement process would be expected to improve business processes and not degrade capabilities.
Initiate patient access to Behavioral Health Data Portal based on clinical guidelines.
Provide reports for ongoing quality improvement initiatives and provide to the care team as required.
Attend meetings, and complete trainings as required by the clinic.
Provide a monthly workload statistics report to the Director and the COR by the 5th business day of the month, using the attached template (see Exhibit 5). The workload statistics report shall include: (a) number of phone calls received; (b) number of appointments scheduled; (c) number of appointment call reminders performed; (d) number of secured messaging processed; (e) number of documents scanned into the patient record; (f) number of DD2569 forms accepted; (g) number of calls received to cancel/change appointment times; (h) number of telephone consults created.
Scan notes, forms, and documents to be entered into the patients’ medical record daily.
Print out SF 600 and SF 508 utilizing CHCS/AHTLA data for next day’s appointment schedule.
Prepare templated patient correspondence letters for provider signature/endorsement.