Medical Appointment Clerk
About The Position
The 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.). 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.
Requirements
- 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.
- Critical thinking skills and attention to detail.
- Receptive to feedback.
- Ability to navigate and utilize computer systems effectively.
- 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 using a mouse. Additionally, employees must be able to lift and carry up to ten (10) pounds, which may include office supplies or documents.Fine motor skills are also necessary for tasks that involve precise hand movements. Reasonable accommodations may be provided to support individuals with disabilities in performing these essential functions.
- Ability to reliably commute to assigned location
Nice To Haves
- Healthcare administrative experience
- Call center experience
Responsibilities
- 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.
Benefits
- Vested vacation, sick leave, holiday leave, Life, Accidental Death and Dismemberment, Short Term Disability
- Medical, Dental, Vision, 401(K) matching with employee participation in 401(K) plan
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
101-250 employees
