Medical Office Clerks

ERP International•San Diego, CA

6h•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 is an exceptional employment opportunity with ERP International, a nationally respected provider of health, science, and technology solutions. Founded in 2006, ERP is headquartered in Laurel, MD and maintains satellite offices in Montgomery, AL and San Antonio, TX - plus project locations nationwide. ERP is an Equal Opportunity Employer - Disability and Veteran. ERP has been named a Washington Post 2025 Top Workplace for the sixth consecutive year.

Requirements

High School Degree or 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.
Familiarity with basic medical terminology.
Proficiency in Microsoft Office products.
Understanding of business rules addressing beneficiary category access to direct care and network systems.
Functional knowledge of the TRICARE Healthcare Program.
Familiarity with terminology and inter-relationships of ATC categories, appointment types, referral processes, detail codes, provider specialties, and ATC standards.
Appropriate customer service skills (telephone courtesy).
Ability to meet standardized DHA and Market-specific appointing criteria and business rules IAW DHA IPM 18-001.
Ability to schedule, reschedule, and/or cancel appointments as well as correct appointment-booking errors for all inbound and outbound calls and correspondence IAW DHA business policies and procedures.
Ability to interpret beneficiary requests for appointments and apply appropriate appointing criteria and directives.
Ability to match beneficiary requests with the most appropriate ATC category, choosing appropriate standard appointment types and detail codes.
Ability to cancel and, if appropriate, reschedule beneficiary appointments.
Ability to verify and update beneficiary registration information in compliance with HIPAA, DoD Health Information Privacy Regulation (DoD 6025.18-R), the Privacy Act, and DoD Privacy Program (DoD 5400.11-R).
Ability to cancel appointments and offer to reschedule.
Ability to cancel referrals in the EHR per DHA IPM 18-001 business rules.
Ability to contact affected beneficiaries and offer to reschedule appointments.
Ability to contact beneficiaries to determine the need for new appointments.
Ability to make one recorded attempt to contact beneficiaries.
Ability to provide sufficient phone lines to ensure no blocked calls.
Ability to provide sufficient personnel to prevent call abandonment.
Ability to ensure a live agent answers all calls within 60 seconds.
Ability to inform patients when a deferral to the network may result in a longer wait time.
Ability to modify referrals and route them to the MCSC.
Ability to route TRICARE for Life (TFL) referrals back to MTF Referral Management Offices (RMO).
Ability to maximize utilization of direct care capacity and schedule beneficiaries at a SDM MTF within DHA ATC standards and drive time standards.
Ability to schedule patients for MTF healthcare appointments in accordance with access to care and specialty drive-time standards.
Ability to follow SDM standardized business rules to optimize direct care system utilization.
Ability to not ask beneficiaries to call back.
Ability to ensure SDM and/or MTF marketing/educational messages are provided.
Ability to record requested changes to messages to a professional quality and implement them within five working days.
Ability to validate DEERs eligibility.
Ability to verify and update beneficiary information.
Ability to initiate a DEERS eligibility check and perform a mini registration in the DEERS system.
Ability to refer beneficiaries with enrollment issues to the MCSC for resolution.
Ability to make outbound calls to patients with MTF specialty referrals.
Ability to place up to three documented calls or until successfully contacting the patient and scheduling the appointment.
Ability to send secured message appointment information to beneficiaries.
Ability to initiate a phone call to contact the patient via primary telephone.
Ability to mail a letter if phone/secure messaging is not efficient.
Ability to maintain documentation of calls made.
Ability to update requests for revisions to appointing instructions.
Ability to route and transfer calls to the appropriate location.
Ability to manage appointing inboxes for each MTF and schedule appointments utilizing MHSG.
Ability to respond to all patient-initiated messages within two hours of receipt.
Ability to return a secure message (SM) to the beneficiary notifying them of appointment details.
Ability to employ standard customer service scripts.
Ability to incorporate script changes within 72 hours of receiving them.
Ability to have a contingency operation plan.
Ability to ensure appointing agents take action to cancel and reschedule appointments.
Ability to maintain all service performance standards.
Ability to provide a process to maintain full and/or partial operating capability during potential contingencies.
Ability to provide a copy of its contingency plan to the government for review and approval.
Ability to have a mechanism in place for MTFs to contact the Contractors Operation Manager after hours.
Ability to schedule with the government a date for a tabletop exercise.
Ability to provide a report detailing training status.
Ability to provide a report detailing labor hours required for performance of services.
Ability to prepare and enter Health Care Provider (HCP) appointment schedules into MHS GENESIS.
Ability to perform verifications and updates of patient demographics and insurance information.
Ability to generate appropriate clinical and administrative forms.
Ability to print technical and administrative reports daily.
Ability to provide daily correspondence to providers and other healthcare team members.
Ability to screen, record, and redirect telephone calls.
Ability to schedule patient appointments.
Ability to perform patient appointment notifications.
Ability to screen, record, and route secure messages.
Ability to check patients into the clinic for their appointment utilizing the MHS GENESIS system.
Ability to verify and update patient information and data using MHS GENESIS.
Ability to submit a Monthly Report with Workload Statistics.
Ability to record data daily and report for the month.
Utilize computerized systems such as the MHS GENESIS, and associated systems on NHCP Network.

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 in order to provide timely access to quality healthcare.
Provide outbound calls in order to schedule specialty appointments for beneficiaries who have received a direct care specialty referral.
Record each beneficiary call with the government- supplied computers that interface with the standardized Military Healthcare System GENESIS (MHSG) electronic health record appointing and referral management system.
Document calls in MHSG using the most current DHA and SDMHS policies.
Process 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.).
Generate outbound notification letters to beneficiaries referred to direct care specialty clinics.
Verify 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.
Complete 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.
Process 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.
Ensure 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.
Ensure 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.
Receive annual refresher training in these areas, as well as stay abreast with TRICARE Program changes.
Provide proof of refresher training to the COR annually.
Ensure PAS agents possess appropriate customer service skills (telephone courtesy).
Provide trained staff to meet the standardized DHA and Market-specific appointing criteria and business rules IAW DHA IPM 18-001.
Ensure that phones are continuously staffed with trained personnel, sufficient to handle projected call volumes while achieving all performance standards, during the designated business hours.
Appointing agents shall schedule, reschedule, and/or cancel appointments as well as correct appointment-booking errors for all inbound and outbound calls and correspondence IAW DHA business policies and procedures.
After validation of eligibility, the appointing agent shall interpret the beneficiary’s request for an appointment and apply the appropriate appointing criteria and directives to the request IAW DHA IPM 18-001.
Appointing agents shall match 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.
Ensure appointing agents cancel, and if appropriate, reschedule beneficiary appointments at the request of the beneficiary IAW SDM standardized business procedures.
If the appointing agent is required to make an outbound call to the beneficiary, the beneficiaries registration information shall be verified and updated, if necessary, and will be compliant with HIPAA, DoD Health Information Privacy Regulation (DoD 6025.18-R), the Privacy Act, and DoD Privacy Program (DoD 5400.11-R).
When a cancellation notification is received from the beneficiary, the appointing agent shall cancel the appointment and offer to reschedule the appointment IAW DHA and SDMHS standardized business rules.
The Referral agent will cancel the referral in the EHR per DHA IPM 18-001 business rules.
If a cancellation request is received from clinic or MTF staff, the appointing agent shall contact the affected beneficiaries and offer to reschedule the appointment IAW DHA and SDMHS standardized business rules.
If a cancellation notification is received indirectly from the beneficiary via a recorded message on a contractor provided line or other automated means the appointing agent shall contact the beneficiary in a manner preferred by the beneficiary to determine the need for a new appointment.
One recorded attempt shall be made by the appointing agent to contact the beneficiary to determine the need for appointing services.
No follow-up is required if the beneficiary left a recorded message indicating a new appointment is not required.
Provide sufficient phone lines to ensure there are no blocked calls.
Provide sufficient personnel to prevent call abandonment.
Ensure a live agent answers all calls within 60 seconds.
When MTF specialty access is not available within the TRICARE Access to Care standard, the Contractor will inform 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.
Patients will be given the choice to wait for the next available MTF appointment or to be deferred to network.
When patients who choose deferral to network the contractor will modify the referral and route it directly to the MCSC in accordance with DHA and SDMHS business rules.
TRICARE for Life (TFL) referrals that cannot be booked within access to care standards will be routed back to MTF Referral Management Offices (RMO) for specialty appointing in the MCSC network in accordance with DHA and SDMHS policy.
The COR will provide network “Days to Care” data for each MTF Prime Service Area (PSA) to the contractor monthly as provided by the Managed Care Support Contractor (MCSC).
Maximize utilization of direct care capacity and will ensure that beneficiaries are scheduled at a SDM MTF within DHA ATC standards as well as drive time standards from residence to MTF.
Patients will be scheduled for MTF healthcare appointments in accordance with access to care and specialty drive-time standards.
However, when there is not available MTF access available IAW DHA access to care standards, the contractor will follow SDM standardized business rules in order to optimize utilization of the direct care system and promote maximum patient satisfaction.
Appointing agents shall not ask beneficiaries to call back.
Reported by volume and percentage measured and reported at MTF and specialty clinic level.
The San Diego Military Appointing Center (SDMAC) shall ensure SDM and/or MTF marketing/educational messages are provided for beneficiaries to listen to while on hold.
Requested changes to the messages will be recorded to a professional quality and implemented by the contractor within five working days.
The appointing agents, upon contact by the beneficiary, shall validate DEERs eligibility.
If the beneficiary is already registered, the Appointing agents shall verify and update, 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 not registered in DEERS, the Appointing agents shall initiate a DEERS eligibility check and perform a mini registration in the DEERS system.
The appointing agents shall refer beneficiaries with enrollment issues to the MCSC for resolution.
Make outbound calls to all patients with MTF specialty referrals beginning on day two following the date of the referral.
Place up to three documented calls or until successfully contacting the patient and scheduling the appointment.
The third call will be not later than day 14.
Be responsible for sending 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.
Initiate an phone call to contact the patient via primary telephone NTL 14 days, and they will mail letter after 30 days if phone/secure messaging is not efficient on contacting the patient.
Maintain 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.
Update 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.
Route and transfer calls to the appropriate location based on SDM business rules.
All MTF enrollees will have access to secure messaging.
Have secure messaging capabilities to support requests for appointments in all primary, specialty and behavioral health clinics.
Manage the appointing inboxes for each MTF and schedule appointments utilizing MHSG.
Respond to all patient-initiated messages within two hours of receipt.
Once an appointment is scheduled, the appointing agent shall return 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.
Employ standard customer service scripts provided by the SDMHS for all PAS staff to optimize a positive patient experience.
In the event of script changes submitted by the SDMHS Office, incorporate changes within 72 hours of receiving changes submitted by the COR.
In the event of inclement weather and/or contingency event, the contractor shall not ask that a beneficiary “call back”.
Have 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.
Ensure 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.
Maintain all service performance standards as agreed upon within the contingency plan.
The contractor’s plan should include procedures that will be implemented in the event systems are not operational, whether the issue is government or contractor related, to provide continued registration and appointing.
The contractor’s plan shall include a process to maintain full and/or partial operating capability during potential contingencies up to and including MHSG outages, internet outages, building power failure, phone line outage, etc.
The contractor’s contingency plan should evolve with capability and technology changes.
Provide 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.
Have 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.
Within 30 calendar days after beginning operation of full contract performance, schedule with the government a date for a tabletop exercise with all MTFs to ensure the viability of the contractor’s proposed contingency plans.
Submit the following reports: Operational procedures in the event systems are not operational.
In order to provide continued registration and appointing services, the contractor’s plan shall include a process to maintain full and/or partial operating capability during potential contingencies up to and including MHSG outages, internet outages, building power failure, phone line outage, etc.
Provide a copy of its Contingency Plan to the COR no later than 2 weeks before start of contract operations.
Utilize manual record keeping ensuring beneficiaries are not asked to call back.
The plan shall be validated by tabletop exercise 2 weeks prior to start of contract operations and annually thereafter.
In the event of inclement weather and/or natural or man- made events that limits beneficiary access to military installations and/or MTFs, have a contingency operation plan that maintains adequate staffing to support to execute large volume appointment cancellation notifications and patient rescheduling.
The Call Center (operated by DHB) shall possess the capability to update the beneficiary information automated by message within 1 hour of notification of notification by the SDM or MTF of closures or reduced capacity.
The contractor’s plan shall be submitted to the COR for approval no later than 2 weeks prior to start of contract operations and annually thereafter.
Provide 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.
Provide the government with a report by the fifth calendar day of the month.
Provide a report that details the labor hours required for performance of services provided under this contract for Patient Appointing services.
The report shall be separated by FTEs and part-time for each functional area.
Provide the government a report by the fifth calendar day of the month.
Prepare and enter Health Care Provider (HCP) appointment schedules into MHS GENESIS, per MTF guidelines, for approximately 55 providers per month.
Perform approximately 500 to 600 verifications and updates of patient demographics and insurance information per month.
Generate appropriate clinical and administrative forms adhering to the MTF SOP and MHS GENESIS Super-user guide.
Print 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.
Screen, record, and redirect approximately 400 to 500 telephone calls per clinic per month using appropriate telephone etiquette.
Schedule approximately 750 to 2,000 patient appointments per month and perform 80 to 1000 patient appointment notifications per clinic per month according to the MTF scheduling and notification procedures.
Screen, record, and route approximately 5-500 secure messages per clinic per month per MTF Standard Operating Procedures (SOP).
Check 500 to 2,500 patients into the clinic for their appointment utilizing the MHS GENESIS system per month.
Verify and update patient information and data using MHS GENESIS approximately 500 to 2000 times per month.
Submit a Monthly Report with Workload Statistics.
Data shall be recorded by each clerk daily, reported for the month, and provided to the COR.
Statistics to be reported in a monthly spreadsheet include total number of incoming telephone calls answered, outgoing telephone calls to patients, MHS GENESIS appointments booked, patients checked into MHS GENESIS, number of reports generated, and the number of providers the contractor created/managed appointment schedules for during the month.