Anthony and Associates, Inc
LEAD MEDICAL APPOINTMENT CLERK
Scott AFB, IL
AAI is actively recruiting a Lead Medical Appointment Clerk to perform at The Scott Air Force Base in St. Clair County, Illinois. The Lead 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, including appointments for consult/referral specialty care within the MTF or at civilian facilities.
RESPONSIBILITIES:
- Lead position would be managing the day-to-day operations of this team or desk, serving as the main liaison for timekeeping, training, issue resolution, and performance monitoring.
- Daily management of the Centralized Appointment Desk.
- Training Centralized Appointment Desk on protocol changes/updates as they occur.
- First level of issue resolution/investigation for Centralized Appointment Desk errors/customer service.
- Provides feedback and education on Centralized Appointment Desk errors (both to agents and to clinical staff).
- Trains and monitors progress for new agents, assists with onboarding/in-processing to the Centralized Appointment Desk, as well as monitors annual training requirements.
- Assists with highlighting areas of improvement or potential changes & participates in monthly Executive meeting for access.
- Clearly speak and understand the English language.
- Answers calls, monitors and takes action on clinic scheduling pools while exemplifying customer service standards.
- 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.
- Work Environment/Physical Requirements. The work is mainly sedentary but may require walking, bending, standing, and/or carrying of light items such as files, manuals, and medical records.
- High school diploma or General Educational Development (GED) equivalency.
- At least 6 months of experience in medical office scheduling.
- A fully qualified typist (computer keyboard) with a minimum of 50 WPM is required.
- 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 an appointment and appropriate access to care timeframes during the 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 the Defense Eligibility Report System (DEERS). May be required to register patients not already in the 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 online usage) to facilitate maintenance of appointment slots, rescheduling options, or cancellation processing.
- Validates basic patient demographic information prior to booking appointments for patients. Makes required updates.
- Call patients or respond 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 the patient with specific visit instructions.
- Pulls records and files documentation as needed. Confirms medical records are available for upcoming appointments on provider schedules.
- May assist in the preparation of patient notices (telephonically or form letter formats) for appointment reminders, no-shows, or rescheduling/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.
- If in the lead clerk position, attendance at the clinic Access to Care Meeting is mandatory for central booking representation.
- Armed Forces Health Longitudinal Technology Application (AHLTA).
- Composite Health Care Systems (CHCS) and/or MHS GENESIS.
- Defense Enrollment Eligibility Reporting System (DEERS).
AAI is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management, and other professional services such as system design and continuous improvement. AAI is a VA CVE-certified Service-Disabled Veteran-Owned Small Business (SDVOSB), SBA-certified Economically Disadvantaged Woman-Owned Small Business (EDWOSB), and a Woman-Owned Small Business (WOSB) with offices in Hampton Roads, Virginia, Montgomery, AL, Washington, DC, and Atlanta.
Fully qualified candidates are welcome to apply directly on our website at:
Our benefits include:
- Paid Federal Holidays
- Robust Healthcare and Dental Insurance Options
- 401a plan
- 401k plan
- Paid vacation and sick leave
- Continuing education assistance
- Short Term / Long Term Disability & Life Insurance.
Veterans are encouraged to apply
AAI does not discriminate in employment opportunities, terms and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law. Pending guidance from the Safer Federal Workforce, employees may in the future be required to provide evidence of COVID-19 vaccination or request and receive approval for a medical or religious exemption.