Medical Appointment Clerk

Location: Wright-Patterson AFB - Medical Appointment Department

Schedule: 9 hour shift Monday - Friday between the hours of 6am - 5pm

Pay: $17.01/hr & Health & Wellness $5.09*/hr worked (in lieu of benefits)

Benefits: Vested vacation, sick leave, holiday leave, Life, Accidental Death and Dismemberment, Short Term Disability

Optional Benefits: Medical, Dental, Vision, 401(K) matching with employee participation in 401(K) plan

Description
The Medical Appointment Clerk will answer 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.).

Scope of Work

Medical AppointmentClerk services span a range of functions to include, but not limited to; verifying beneficiary eligibility via the Defense Enrollment Eligibility Reporting System(DEERS) system, updating patient demographic information, and scheduling beneficiary requestsfor Military Treatment Facility (MTF) primary or specialty care appointments, as well as completing requests for cancellations and appointment rescheduling. The work includes completing outbound calls to facilitate the timely scheduling of specialty appointments in support of specialty referrals generated by an MTF Health Care Provider (HCP).
Additional contracted services include processing Secure Message Service (SMS) transmittal requests for appointments, drive-time mapping capabilities in support of specialty care appointing, as well as outbound letters to beneficiaries referred for MTF specialty care.

General Duties

• Handle each call received, providing aone callresolution for the caller.
• Schedule, reschedule, and/or cancel appointments.
• Correct booking errors for inbound and outbound calls.
• Conduct outbound calls as required.
• Provide MHS Genesis secure messaging services as required.
• Work in conjunction with the various departments and organizational leadership teams.

Expectations

• Adhere to assigned schedule, including lunches and breaks.
• Answer each call within contractual obligations.
• Regular attendance is required.
• Adhere to minimum key performance indicators policy.
• Adhere to all rules and regulations to include but not limited toHealth Insurance Portability and Accountability Act (HIPAA) and The Joint Commission (TJC)
• Foster a positive working environment
• Treat all encounters professionally
• Ability to reliably commute to assigned location
• Create an engaging, supportive atmosphere that fosters active learning and confidence.

Degree/Education: High school diploma or General Educational Development(GED) equivalency
Experience:

• Skilled in Microsoft 365 and other software programs.
• Excellent interpersonal and customer service skills, proper telephone etiquette.
• Ability to critically think, define problems and obtain solutions.
• Must be able to obtain clearance to be granted a Common Access Card (CAC).
• Must be able to clearly communicate, verbally and written with coworkers and clinic staff.
• Healthcare administrative experience–preferred
• Call center experience–preferred
• Critical thinking skills and attention to detail.
• Receptive to feedback.
• Ability to navigate and utilize computer systems effectively.

Physical Requirements: To effectively perform the essential functions of this role, the individual must be able to meet several physical demands. The position requires visual and verbal acuity, as employees are regularly required to see and hear for effective communication.The role involves sitting at a computer for the majority of the day, with frequent hand movements such as typing and using a mouse. Additionally, employees must be able to lift and carry up to ten (10) pounds, which may include office supplies or documents.Fine motor skills are also necessary for tasks that involve precise hand movements. Reasonable accommodations may be provided to support individuals with disabilities in performing these essential functions.

ADA Compliance: All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities where appropriate. Some requirements may exclude individuals who pose a threat or risk to thehealth and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties asrequested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an“at-will” basis. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Kako'o Services LLC

Kako'o Services is a premier provider of healthcare workers to various military treatment facilities across the United States. With a corporate office in Honolulu, Hawaii and recruiting office in San Antonio, Texas we specialize in providing skilled, trained and highly successful healthcare workers, including RNs, CRNAs, Physicians, LPN/LVN, Licensed Social Workers, and many more.

We have a strong focus on providing our government customers with quality and superior service.

Kako'o Services is an equal opportunity employer and Minorities, Females, Veterans, and Disabled persons are encouraged to apply. For further information, please click the link below to view the EEO Is The Law poster.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Only qualified individuals who are being considered will be contacted for an interview.