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The Medical Appointment Clerk schedules appointments in a government computer system for primary care, specialty and subspecialty medical care. In addition to scheduling requested appointments, this position will call patients or respond to secure messaging submissions to schedule, reschedule and/or cancel appointments as needed, to include appointments for consult / referral specialty care within the MTF or at civilian facilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Schedules medical appointments and determines patient eligibility for services from phone calls, secured messaging or other methods used for appointment requests. Supports PCM by name processing for appointment and appropriate access to care timeframes during allocation of standard appointment types.
Maintains appointment schedules using a Government computer system (Composite Health Care Systems (CHCS), AHLTA, or MHS-GENESIS.
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.
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.
Assists in preparation of patient notices (telephonically or form letter formats) for appointment reminders, no-shows, or reschedule/cancellations.
Receives and electronically delivers telephone messages (t-cons) to PCMs and/or clinic nurses by using the Government computer system, standard protocols and individual clinic guidelines as needed.
Receives feedback from clinics on appointing services and works with the Group Practice Managers (GPMs) and Lead Customer Service Agent to apply necessary changes.
Receives and executes protocols and policy from GPMs.
Adds, edits and/or deletes patient and provider information in MiCare.
Assists patients / customers by answering questions about services, TRICARE benefits, referrals and medication refills.
Advises patients on healthcare options (Nurse Advice Line, network providers, urgent care centers (UCC) and enhanced Multi-Service Markets (eMSM) in a customer friendly manner.
Coordinates with healthcare teams for specific patient needs and requirements.
Checks in patients at the primary care front desks in a customer friendly manner when phone room volume is low and check-in volume is high as determined by the Lead CSA, GPM and/or the request of the primary care flight commander.
Responsible for aiding in own self-development by being available and receptive to any training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and Human Resources. Will immediately correct any unsafe conditions as the best of own ability.
EDUCATION / EXPERIENCE
High school diploma or General Educational Development (GED) equivalency. At least six (6) months of experience scheduling medical appointments in an office setting. Fully qualified typist (computer keyboard) with a minimum of 50 WPM is required. Medical terminology and military medical records processing / tracking experience preferred.
CERTIFICATES / LICENSES / REGISTRATION
Basic Life Support-Provider (BLS)
This position requires having the following immunizations, with accompanying proof copies of such records, prior to an offer of employment. The responsibility of purchasing these immunizations and/or gathering these records is the responsibility of each interested candidate.
Hepatitis B (3-shot series for immunity)
Measles / Mumps / Rubella (MMR)
Varicella (Chicken Pox)
TB Skin Test with negative results (if positive, proof of negative chest results within the past 12 months)
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Ability to operate standard office equipment such as computers, typewriters, copiers, fax machines, telephone systems and office automations systems
Skilled proficiency in the use of Microsoft Windows and Office programs (i.e., Word, Excel, Outlook, PowerPoint, etc.)
Ability to plan, organize, schedule, and coordinate activities such as appointments, meetings and timelines
Skilled proficiency in general medical ethics and telephone etiquette
Excellent verbal and written communications skills with ability to prepare written documents and reports
Knowledgeable and proficient in the use of the English language as to professional business grammar, spelling, punctuation and capitalization in the preparation of correspondence
Solid organizational skills relevant to carrying out day-to-day responsibilities
Exceptional customer service, listening and relationship-building skills
Detail-oriented with ability to effectively multitask
Ability to learn and apply new knowledge in a fast-paced environment
Ability to interact, demonstrate tact and communicate effectively at all levels and across diverse cultures in a variety of situations
Ability to work effectively both individually and in a team environment
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
The physical demands described here are representative of those that must be met by an employee to perform successfully the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Must be able to talk and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. May be required to lift, push or pull 50 pounds or more using cart or hand truck. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. May work near moving or mechanical parts. May have exposure to chemicals, fumes, warehouse environment or adverse weather conditions. May be required to use safety and personal protective equipment.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protects status.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!