Medical Office Clerks

ERP International•San Diego, CA

104d•$24 - $25•Onsite

About The Position

ERP International, LLC is seeking Medical Office Clerks for full-time positions supporting Naval Medical Center San Diego and surrounding clinics. This role involves providing exceptional healthcare support to Military Members, their Families, and Retired Military Veterans. ERP International is a nationally respected provider of health, science, and technology solutions, founded in 2006 and headquartered in Laurel, MD, with project locations nationwide. The company is an Equal Opportunity Employer - Disability and Veteran.

Requirements

High School Degree General Educational Development (GED) equivalency
At least six (6) months of experience in a medical office setting.
Must possess ability to pass a Government background check/security clearance.
Possess a current AHA OR ARC BLS Healthcare Provider certification.

Nice To Haves

Minimum of 6 months experience providing administrative support in a medical facility supporting multiple practitioners.
Experience handling multiple phone lines.
Working knowledge of medical terminology.
Working knowledge of medical documentation requirements.
Working knowledge of standard patient scheduling practices.
Experience creating administrative correspondence and reports.

Responsibilities

Greets patients/visitors at a clinic front desk.
Checks in patients for patient encounter.
Answers main office phone line.
Schedules medical appointments and determines patient eligibility for services as needed.
Obtains documentation as requested by healthcare providers.
Performs other administrative and clerical duties in support of medical care and operational support.
Creates appointment schedules and templates in patient appointment computer system.
Conducts end-of-day process at close of business and resolves any delinquent or pending appointments in computer system.
Provides customer service by telephone and/or in person.
Assists patients and/or family members with contacting social services, chaplains, health benefits advisors, or patient administration/admission personnel.
Creates preadmission charts and completes the process in the electronic reporting systems.
Corrects admission errors.
Prepares and files weekly and monthly reports based on input from logs and files.
Operates facsimile machine and photocopies records.
Enters doctor's orders for lab and x-ray tests as they apply to specific patients and retrieves lab data via medical information system.
Makes copies of urgent lab data reports phoned in and forwards to the Staff Physician.
Attends and participates in training and other meetings to maintain skills and upgrade information provided through collaboration.
Performs administrative procedures related to follow-up and tracking.
Reference laboratory orders, results and reports on the Government computer systems and records.
Communicates with referring laboratories or providers to solve problems.
Accessions patients into the laboratory rosters with accession numbers; updates status daily.
Operates a call center that manages inbound and outbound calls from beneficiaries, validates beneficiary eligibility, schedules, cancels, and reschedules patient appointments.
Provides outbound calls to schedule specialty appointments for beneficiaries who have received a direct care specialty referral.
Records each beneficiary call with government-supplied computers that interface with the standardized Military Healthcare System GENESIS (MHSG) electronic health record appointing and referral management system.
Documents calls in MHSG using the most current DHA and SDMHS policies.
Processes 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.).
Generates outbound notification letters to beneficiaries referred to direct care specialty clinics.
Verifies beneficiary eligibility via the Defense Enrollment Eligibility Reporting System (DEERS) system, updating patient demographic information, and scheduling beneficiary requests for MTF primary or specialty care appointments, as well as completing requests for cancellations and appointment rescheduling.
Completes outbound calls to facilitate the timely scheduling of specialty appointments in support of specialty referrals generated by an MTF Health Care Provider (HCP).
Conducts outbound calls to facilitate scheduling of preventative health appointments and surgery reminder calls.
Schedules and coordinates appointments with other SDMHS MTFs in order to meet beneficiary health care needs within TRICARE access standards.
Processes 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.
Ensures all staff are familiar with basic medical terminology and Microsoft Office products used with the beneficiary a PAS processes and understand business rules addressing beneficiary category access to the direct care and network systems.
Ensures that PAS agents possess a functional knowledge of the TRICARE Healthcare Program and are familiar with the terminology and inter-relationships of the ATC categories, appointment types, referral processes, detail codes, provider specialties, and ATC standards.
Receives annual refresher training in these areas, as well as stays abreast with TRICARE Program changes.
Provides trained staff to meet the standardized DHA and Market-specific appointing criteria and business rules IAW DHA IPM 18-001.
Ensures that phones are continuously staffed with trained personnel, sufficient to handle projected call volumes while achieving all performance standards, during the designated business hours.
Schedules, reschedules, and/or cancels appointments as well as corrects appointment-booking errors for all inbound and outbound calls and correspondence IAW DHA business policies and procedures.
Interprets the beneficiary’s request for an appointment and applies the appropriate appointing criteria and directives to the request IAW DHA IPM 18-001.
Matches the beneficiary’s request for service with the most appropriate ATC category, choosing the appropriate standard appointment types and detail codes that will appoint the beneficiary to an appropriate provider within the applicable DHA ATC standards.
Cancels, and if appropriate, reschedules beneficiary appointments at the request of the beneficiary IAW SDM standardized business procedures.
Cancels the referral in the EHR per DHA IPM 18-001 business rules.
Contacts affected beneficiaries and offers to reschedule the appointment IAW DHA and SDMHS standardized business rules when a cancellation request is received from clinic or MTF staff.
Contacts the beneficiary in a manner preferred by the beneficiary to determine the need for a new appointment when a cancellation notification is received indirectly from the beneficiary via a recorded message on a contractor provided line or other automated means.
Informs patients when a deferral to the network may result in a longer wait time for care than the direct care system using current MCSC data showing network access to care performance by specialty care type.
Maximizes utilization of direct care capacity and ensures that beneficiaries are scheduled at a SDM MTF within DHA ATC standards as well as drive time standards from residence to MTF.
Schedules MTF healthcare appointments in accordance with access to care and specialty drive-time standards.
Ensures SDM and/or MTF marketing/educational messages are provided for beneficiaries to listen to while on hold.
Validates DEERs eligibility upon contact by the beneficiary.
Verifies and updates, as required, beneficiary information to include name, address, and the primary telephone number to support text message and/or reminder notifications if the beneficiary is already registered.
Initiates a DEERS eligibility check and performs a mini registration in the DEERS system if the beneficiary is not registered in DEERS.
Refers beneficiaries with enrollment issues to the MCSC for resolution.
Makes outbound calls to all patients with MTF specialty referrals beginning on day two following the date of the referral.
Places up to three documented calls or until successfully contacting the patient and scheduling the appointment.
Sends secured message appointment information to beneficiaries on how to schedule an appointment within five business days of the third unsuccessful outbound call to the patient to schedule their MTF specialty appointment IAW DHA policy.
Initiates a phone call to contact the patient via primary telephone NTL 14 days, and will mail letter after 30 days if phone/secure messaging is not efficient on contacting the patient.
Maintains documentation of calls made by date and time, corresponding success rates and provide a government with a report by the fifth calendar day of the month.
Updates requests for revisions to appointing instructions by the SDMHS in the system within three working days following receipt of request for revision of appointing instructions in writing.
Routes and transfers calls to the appropriate location based on SDM business rules.
Manages the appointing inboxes for each MTF and schedules appointments utilizing MHSG.
Responds to all patient-initiated messages within two hours of receipt.
Returns a secure message (SM) to the beneficiary notifying him/her of the appointment date, time and any other applicable instructions IAW SDMHS standardized market business rules once an appointment is scheduled.
Does not ask beneficiaries to call back in the event of inclement weather and/or contingency events.
Has a contingency operation plan to execute large volume appointment cancellation notifications at the facility, market, MTF and/or clinic level in the event of inclement weather and/or natural or man-made events that precipitate a base closure.
Ensures appointing agents take action to cancel and reschedule appointments and appropriately update the beneficiary information automated message within 1 hour of notification by the SDM or MTF of closures or service curtailments.
Maintains all service performance standards as agreed upon within the contingency plan.
Provides a copy of its contingency plan to the government for review and approval and acceptable plan no later than 15 calendar days prior to full contract performance start.
Has a mechanism in place for MTFs to contact the Contractors Operation Manager after hours in the event that weather closure decisions are made outside the contract hours of operation providing alert rosters of lead personnel to the Market/MTF.
Schedules with the government a date for a tabletop exercise with all MTFs to ensure the viability of the contractor’s proposed contingency plans.
Submits operational procedures in the event systems are not operational.
Utilizes manual record keeping ensuring beneficiaries are not asked to call back.
Has a contingency operation plan that maintains adequate staffing to support to execute large volume appointment cancellation notifications and patient rescheduling.
Updates the beneficiary information automated by message within 1 hour of notification of notification by the SDM or MTF of closures or reduced capacity.
Provides a report that details the training status of initial hires, recurring training for existing personnel, and dates of training completed for each functional area, PAS.
Provides a report that details the labor hours required for performance of services provided under this contract for Patient Appointing services.
Prepares and enters Health Care Provider (HCP) appointment schedules into MHS GENESIS, per MTF guidelines, for approximately 55 providers per month.
Performs approximately 500 to 600 verifications and updates of patient demographics and insurance information per month.
Generates appropriate clinical and administrative forms adhering to the MTF SOP and MHS GENESIS Super-user guide.
Prints approximately up to 6 technical and administrative reports daily (e.g., list of daily patient appointments, End of Day Reporting) from MHS GENESIS and provide daily correspondence to providers and other healthcare team members, for the provision of clinical services and completion of patient records.
Screens, records, and redirects approximately 400 to 500 telephone calls per clinic per month using appropriate telephone etiquette.
Schedules approximately 750 to 2,000 patient appointments per month and performs 80 to 1000 patient appointment notifications per clinic per month according to the MTF scheduling and notification procedures.
Screens, records, and routes approximately 5-500 secure messages per clinic per month per MTF Standard Operating Procedures (SOP).
Checks 500 to 2,500 patients into the clinic for their appointment utilizing the MHS GENESIS system per month.
Verifies and updates patient information and data using MHS GENESIS approximately 500 to 2000 times per month.
Submits a Monthly Report with Workload Statistics.
Records data by each clerk daily, reported for the month, and provided to the COR.