Appointment Line Clerk

DUTIES AND RESPONSIBILITIES.
The Contractor shall perform a full range of duties consistent with their labor category, education, training, experience, clinical privileges (as applicable) and assigned position.- 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 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 CHCS/AHLTAMHS GENESIS system tools (detail codes, freezing slots, and TRICARE on-line usage) to facilitate maintenance of appointment slots, rescheduling options, or cancellation processing.- Validates basic CHCS/MHS GENESIS patient demographic information prior to booking appointment for patients and makes required updates.- Call patients or responds to secure messaging requests as needed to schedule, reschedule, and/or cancel appointments.- Assists clinic with enrolling patients in the secure messaging system.- Promotes consult/referral specialty medical care within the MTF or at the 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 clinical nurses by using CHCS/OR AHLTA/MHS GENESIS.- If in the lead clerk position, attendance to the clinic Access to Care Meeting mandatory for central booking representation.- May assist with other applicable minor administrative duties as needed.
EDUCATION AND TRAINING- Knowledge and clerical and administrative office functions.- Contractor's personnel shall be able to read, write, speak, and understand English at high level equal to a B2 ("Independent User; Vantage level" of the Common European framework of reference for languages).- Personnel shall strive to achieve the Air Force Medical Service (AFMS) Standard in the following quality of service metrics which are reported monthly to the AFMSA/SG3S office.
Unmet standards in any category will require more efficient handling of calls by the next month's reporting period.
- Service Level: AFMS standard is 90% of calls answered within 90 seconds.
- Percentage of Abandoned: AFMS standard is 8% or lower.
- Average Call Talk Time: AFMS standard is 180 seconds or less.
- In-service training for all contractor employees is to be provided and documented by government personnel throughout the period of the contract.
The contractor shall maintain a copy of its certifiable continuing education program and provide a copy to the government prior to the start of the contract.
- Personnel shall attend the 31st Medical Group Command Mandatory In-services (CMI) orientation.
CMI orientation is held monthly.
CMI topics are, but not limited to the following:
- Hospital Accreditation Standards (HAS) by TJC
- Infection Control Policies MDGI 44-105
- Smoking Policy
- Regulated Medical Waste Management MDGI 41-209
- Disposal of waste
- Facility Safety MDGI 91-2002
- Aviano Base Fire Regulation MDGI 32-2001- A fully qualified typist (computer keyboard) with a minimum of 50 WPM is required.- Standard office equipment, such as personal computers, copiers, fax machines, and telephone systems.- General medical ethics, telephone etiquette, and excellent communication and customer service skills.- Education.
High school diploma or General Educational Development (GED) equivalency.
Medical terminology desired.- 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.
ADDITIONAL QUALIFICATIONS- A current Basic Life Support (BLS) certification is a job requirement.- Language Requirement.
The Contractor shall read, understand, speak, and write English fluently.- The Contractor must be knowledgeable in medical privacy and confidentiality (Health Insurance Portability and Accountability Act (HIPAA)); accreditation standards of Accreditation Association for Ambulatory Health Care (AAAHC) and The Joint Commission (TJC).-
- The ability to input, extract and format data from the Armed Forces Health Longitudinal Technology (AHLTA) and Composite Healthcare Computer System (CHCS) is desired.- The Contractor must be skillful and tactful in communicating with people who may be physicall