Medical Support Assistant

Katmai•Portsmouth, VA

10d•Onsite

About The Position

Perform the appointment process to include scheduling, rescheduling, and/or cancelling appointments as needed, including appointments for consult/referral specialty care in a Medical Treatment Facility (MTF), a civilian facility, via telephone or secure messaging.

Requirements

High School Diploma or GED required.
At least six (6) months of experience in a customer service-related industry.
Must be proficient in writing and understanding English.
Must be able to clearly speak English and be understood by patients and clinic staff.
Possess or complete Privacy Act and HIPAA, Data-Safeguarding, Anti-Terrorism, Interacting with Government Employees, MHS Genesis, appointment booking, and policy training in a trainer-to-trainer format.
Possess or complete TRICARE online training and have a solid understanding of the TRICARE online appointing and referral process.
Possess or complete MHS Genesis training.
Possess or complete training on the MHS Genesis function and the MHS Genesis appointing function.
Possess or complete training on the secure messaging platform and be capable of managing inbox volume.
Must be able to obtain clearance to access the work site located on a military installation and be granted a Common Access Card (CAC).
Must obtain and maintain any necessary security access and/or background checks (U.S. citizenship required).

Nice To Haves

Training and experience in medical office scheduling preferred.
General medical ethics, telephone etiquette, and written, verbal, and electronic communication skills, along with excellent interpersonal abilities.
Excellent customer service skills.
Operational computer skills with general working knowledge of word processing, and Microsoft applications (including Windows, Word, Excel, Outlook).
Able to define problems and obtain solutions.

Responsibilities

Make clinical appointments and coordinate appointments with other direct care facilities as required, following MTF-provided appointing criteria and complying with Military Health System (MHS) access to care standards.
Maintain appointment schedules, including after hours and secure messaging services.
Validate eligibility through appropriate booking through Defense Eligibility Report System (DEERS). Register Patients not found in the computer system (newborns, etc.).
Maintain accurate and up-to-date patient schedules and logs utilizing MHS Genesis system tools.
Validate basic patient demographic information prior to booking appointment for patients and make required updates to ensure booking to proper Primary Care Manager (PCM).
Contact patients to schedule, reschedule, and/or cancel appointments. Promote consult/referral specialty medical care -within the MTF or to civilian facilities.
Assist in preparation of patient notices for appointment reminders, no shows, or reschedule/cancellations.
Ensure delinquent and non-count appointments shall be resolved daily by end-of-day processing.
Ensure the Patients’ booking clerks are familiar with the appointing system process order of precedence for an appointment search for PCM booking.
Document patient refusals with appropriate standard refusal codes.
Answer calls within five seconds with the goal of a one call resolution to the Patient’s needs. Continually work to reduce call abandonment rates.
Provide proper instructions to patients calling after hours.
Gather all pertinent information from patients who request to be connected to an afterhours, Provider On-Call, before making the connection.
Manage secure messaging inboxes for each MTF and schedule appointments utilizing MHS Genesis. Once appointments are made, return a secure message to the patient notifying him/her of the appointment date, time, and any other pertinent instructions.
Track all MTF generated initial specialty care and urgent care referrals that were deferred to the network until closure (Clear and Legible Report - CLR PAT).
Capture the CLR as soon as a claim is discovered or requested by the referring provider.
Check applicable claims database(s), when CLRs are undocumented in-patient records and manage assigned CLRs to closure.
Notify referring provider of patient referral cancellations.
Enter assigned referrals in CHCS as “Deferred Results Received,” and notify the referring provider of all closed CLRs.
Process all assigned CLRs placed in the e-FAX, or designated network folder by MTFs.
Maintain regular and punctual attendance.
Perform other duties as assigned.