May 23, 2023

Lead Medical Appointment Clerk (Supervisor)

  • Cape Fox Shared Services
  • Warner Robins, GA, United States

Job Description

Job Description Join a Great Team with Strong Salary and Benefits. Eagle Health has a work environment that promotes diversity, embraces change, and provides leadership opportunities to every team member. We are on a fast track within the DOD, DOJ, USAID, and DHA community and are seeking skilled staff to take us even further. So if you are looking to make a move and are a motivated professional who welcomes new challenges, take a look at Eagle Health. We have your next GREAT OPPORTUNITY! Agency: 78 th Medical Group at Robins AFB, GA Site: 78 th Medical Group, Central Appointments, 1 st Floor, Building 700 Hours: The working hours are 7:00 am until 4:00 pm with 1 hour for lunch Duties: Responsible for position management, ensuring that appropriate staffing levels are met to meet the needs of the clinics workload. Serves as the leave approving official and will ensure leave is acted upon appropriately, work schedules are coordinated, and timecards certified. Creates and revises work schedules according to staffing and workload demand. Involved in the hiring, training, and orienting of the Medical Appointment Clerks. Review and evaluate clerk performance and meet with clerks to discuss their work progression. Resolves informal/formal grievances of employee complaints as well as and patient safety reports (PSR). Reviews and approves disciplinary actions. Responsible for creating and maintaining an atmosphere that is free of discrimination and harassment of any nature by ensuring compliance with EEO policies. Identifies education and training needs and ensures compliance with all mandatory training requirements. Responsible for extracting and analyzing data to provide reports to Government Supervisor in support of tracking measures. Attendance to the clinic Access to Care Meeting is mandatory for central booking representation. Schedules medical appointments and determines patient eligibility for services from phone calls, secure messaging or other methods used for appointment requests. Supports Primary Care Manager (PCM) by name processing for appointment and appropriate access to care timeframes during allocation of standard appointment types. Make and coordinate clinical appointments within the MTF and with other direct care facilities as required. Maintain appointment schedules using a Government computer system (Composite Health Care Systems (CHCS), AHLTA, or MHS GENESIS. Clinic appointment templates shall be open for booking 30-45 days ahead at all times. 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. Travel Requirements 0 - 10% Salary Grade Job Requirements 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 Category Healthcare Location Robins AFB - Warner Robins, GA 31098 US (Primary) Education High School