On-Call Medical Appointment Clerk

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Agency: 78^th Medical Group at Robins AFB, GA

Site: 78^th Medical Group, Central Appointments, 1^st Floor, Building 700

Hours:ON CALL (hours are 7:00 am until 4:00 pm with 1 hour for lunch)

Duties:

• 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.