On-Call Medical Appointment Clerk

On-Call Medical Appointment Clerk - (8165) Job Title

On-Call Medical Appointment Clerk

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Agency: 78th Medical Group at Robins AFB, GA

Site: 78th Medical Group, Central Appointments, 1st Floor, Building 700

Hours:
ON CALL (hours are 7:00 am until 4:00 pm with 1 hour for lunch)

• Validates eligibility through appropriate booking through Defense Eligibility Report System (DEERS). May be required to register patients not already in computer system, such as newborns.
• Maintains accurate and up-to-date patient schedules and logs. Utilizes the Government computer system tools and standard protocols (detail codes, freezing slots, and TRICARE on-line usage) to facilitate maintenance of appointment slots, rescheduling options, or cancellation processing.
• Validates basic patient demographic information prior to booking appointment for patients. Makes required updates. Makes required updates-failure to do so can result in the patient being booked incorrectly, i.e., an enrollee is not booked to their PCM.
• Calls patients or responds to secure messaging requests as needed to schedule, reschedule, and/or cancel appointments. Promotes consult/referral specialty medical care within the MTF or at civilian facilities. Provides patient with specific visit instruction.
• Pulls records and files documentation as needed. Confirms medical records are available for upcoming appointments on provider schedules.
• May assist in preparation of patient notices (telephonically or form letter formats) for appointment reminders, no shows, or reschedule/cancellations.
• Receive and electronically deliver telephone messages (t-cons) to PCMs and/or clinic nurses by using the Government computer system, standard protocols and individual clinic guidelines as needed.
• Delinquent and non-count appointments shall be resolved daily by CHCS end-of-day processing.
• Patient refusals must be documented with appropriate standard refusal codes. The contractor cannot add new refusal reasons to the list.
• Maintain or reduce call abandonment rates to 8% or below monthly average.
• Respond to callers in less than 90 seconds, 90% of the time on average monthly.
• Implement processes that support 1st call resolution.

0 - 10%

Requirements:

A fully qualified typist (computer keyboard) with a minimum of 50 WPM is required.

Clearly speak and understand the English language.

Use of standard office equipment, such as personal computers, copiers, fax machines, and telephone systems.

Possess general medical ethics, telephone etiquette, and excellent communication and customer service skills.

The work is mainly sedentary, but may require walking, bending, standing, and/or carrying of light items such as files, manuals, and medical records.

Qualifications:

Education:

High school diploma or General Educational Development (GED) equivalency.

Experience:

At least 6 months of experience in medical office scheduling.

BLS certification

Robins AFB - Warner Robins, GA 31098 US (Primary)