Patient Appointment Services (PAS) Clerk - Lead

Federal Staffing Resources•Tacoma, WA

4d•Onsite

About The Position

Patient Appointment Services (PAS) Clerk 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 requests for 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). Appointing services also include outbound calls to facilitate scheduling of preventative health appointments and surgery reminder calls. With the expansion of integrated specialty service lines at sister MTFs, appointing agents will serve an important role in scheduling and coordinating appointments with other PSMHS MTFs in order to meet beneficiary health care needs within TRICARE access standards. 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) equivalency
Proficiency in Microsoft 365 including Teams, Excel, and Outlook, with the ability to efficiently navigate and use these tools in a professional work environment.
Strong computer literacy, including the ability to learn and adapt to new systems, applications, and technologies.
Demonstrate superior customer service skills, with a professional, courteous, and solutions‑oriented approach to internal and external customers.
Excellent telephone etiquette, including clear, professional, and effective handling of calls and inquiries.
Strong verbal and written communication skills, with the ability to communicate information clearly, accurately, and professionally.
Demonstrate critical thinking and problem‑solving skills , with the ability to analyze situations, identify solutions, and make sound decisions.
High level of attention to detail and accuracy in completing work and maintaining records.
Ability to prioritize tasks , manage multiple assignments, and work effectively in a fast‑paced environment.
Minimum of 1 year Healthcare administrative experience (required).

Nice To Haves

Minimum of 2 years call center experience (preferred).
Minimum of 2 years leadership experience (preferred).
CXOne, MHS Genesis, and other call center software experience (preferred).

Responsibilities

Schedule, reschedule, and/or cancel appointments.
Correct booking errors for inbound and outbound calls.
Conduct outbound calls as required.
Lead quality assurance efforts across patient scheduling teams, ensuring adherence to contractual and HIPPA standards.
Engage in scheduled calibration sessions with leadership to ensure consistency in quality standards and facilitate necessary meetings.
Host or participate in enhancement sessions (e.g., brown bag meetings) to support continuous improvement.
Verify adherence to contractual obligations and procedural guidelines during each audit.
Maintain thorough records of deficiencies, improvement opportunities, and positive performance feedback.
Share trends, identify potential process gaps, and recommend actionable solutions to leadership.
Develop expertise across departments to support quality initiatives.
Schedule and lead virtual chairside sessions to guide employees on failed calls, deficiencies, and improvement opportunities.
Work closely with various departments and organizational leadership to ensure seamless operations.
Monitor agent adherence to company policies, procedures, and compliance standards.
Assist with managing help queue calls and ensuring adequate coverage.
Troubleshoot issues and submit support tickets as needed.
Document and enter booking infractions for accountability and reporting purposes.