Referral Management Clerk - Healthcare

Federal Staffing Resources•Tacoma, WA

2d•$19 - $22•Onsite

About The Position

The Pacific Integrated Appointment and Referral Center (PIRMAC) is a contractor-operated centralized services center that serves as the primary point of contact for Puget Sound Military Healthcare System (PSMHS) beneficiaries for Patient Appointing Services (PAS), Referral Management Services (RMS), and Clear and Legible Reporting Services (CLRS). In many cases, the PIRMAC serves as the first point of contact for PSMHS beneficiaries as they seek healthcare services and is therefore a critically important resource in our healthcare delivery system. The contractor will operate 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. 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.). The contractor shall also generate outbound notification letters to beneficiaries referred to direct care specialty clinics.

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.
Demonstrated 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.
6 months Healthcare administrative experience (required).

Nice To Haves

CXOne, MHS Genesis, and other call center software experience (preferred).

Responsibilities

Disposition referrals in accordance with current business
Provide MHSG Genesis secure messaging services
Research, to include but not limited to claims, clinical history, and chart
Correct referral processing errors
Answer patient inquiries regarding referral
Close expired referrals
Utilize resources provided in order to resolve referrals
Conduct outbound calls
Handle each call received, providing a resolution for the
Utilize critical thinking skills and attention to details
Assist in additional duties supporting various
Maintain professional communication with Military Treatment Facilities and providers