Patient Appointment Clerk-. Leonard Wood, MO

We are seeking a dedicated Call Center Patient Appointment Clerk (Gen I) to join our team. The ideal candidate should possess excellent phone etiquette and communication skills to provide exceptional customer service. This position offers an opportunity to work in a fast-paced environment where you can utilize your language skills and medical office knowledge. If hired, you would be scheduling requested appointments, this position will call patients or respond to secure messaging submissions to schedule, reschedule and/or cancel appointments as needed.

Our appointment clerks will work the hours between 7:30am and 4:30pm.

• Ensure timely and effective scheduling of patients for Primary Care, Specialty and Consult visits. These appointments are made via phone contacts and through mail follow-up.
• May route calls to the appropriate follow up, such as pharmacy or nursing.
• Answer and screen telephone calls from patients, other staff members and the public.
• Proficiency is required in the use of all updated clinical scheduling software packages, such as DEERS and Genesis. Must adhere to outlined time frames for scheduling purposes.
• Perform data entry and updates documents of workload in Microsoft Excel or any approved software, such as CHCS or Genesis
• Apply extensive knowledge of Advanced Clinic Access mandates as they pertain to meeting performance monitors.

Requirements:

• Customer service experience in a clinical setting is (preferred).
• High School diploma or GED.
• Good telephone skills and knowledge of using personal computer (PC) on site.
• Knowledge of CHCS or Genesis and Microsoft Word.
• Able to work a flexible schedule and adapt to change.
• Knowledge of Privacy Act for patient privacy is essential.
• Ability to work independently; will be required to maintain worksheets and other tracking formats as directed.
• Excellent telephone customer service skills are required. This includes the ability to speak clearly in English and convey information that is acceptable to the client (veterans and their family members). Must be able to discern whether the client understands what is being communicated and restate in a different manner until the client acknowledges an understanding. Also, requires the ability to confirm that the client has in fact understood.
• Strong computer skills are necessary. A working knowledge of Microsoft Windows, Word and Excel are required. In addition, accuracy in typing and the ability to quickly learn proprietary systems is required.
• Ability to follow instructions and guidelines with respect to scheduling and report procedures is critical Must have the ability to understand the entire functioning of the scheduling unit and be able to understand the importance of each aspect of their duties as it affects the entire operation.
• Must have the ability to make minor decisions as to appropriate use of time when trying to reach clients over the phone.
• Ability to organize and coordinate follow-up communication through mailing of appointment letters and draft documents as necessary
• Ability to complete standard reports without excessive errors or omissions.

Applicants selected will be subject to a U.S. Government security investigation.

Candidates must be fully vaccinated for COVID-19