Medical Appointment Clerk

Overview

Goldbelt Glacier is accelerating healthcare delivery and providing superior force health readiness across the military, federal, and civilian landscapes. Goldbelt Glacier is committed to providing transformative and comprehensive health operational capabilities to support customers across scientific, clinical, technological, and program management areas.

Summary:

Goldbelt Glacier is looking for a Medical Appointment Clerk. We welcome applications from all qualified candidates; however, individuals currently residing in Japan will receive priority consideration.

Essential Job Functions:

• Contractor shall verify patient identity/information, review booking protocols, book appointments/followup appointments appropriately, input telephone consults (T-CON), monitor cancellation line, input cancellations, perform call-back reminders to patients, and reschedule appointments according to government provided appointing protocols and guidelines for the following clinics:
  • Beneficiary Care Clinic
  • Warrior Operational Medicine Clinic (WOMC)
  • Primary Care Behavioral Health (PCBH)
  • Pediatrics (Peds)
  • Flight Medicine/ Base Operation Medicine Clinic (BOMC) Women’s Health (WH)
  • Optometry (Opt)
  • Internal Medicine (IM)
• The Military Facility (MTF) will provide the Contractor an electronic copy of the appointing protocols and guidelines. This document is a working document, and the 18 MDG will revise the appointment protocols and guidelines on a quarterly basis and will provide updates to the Contractor as necessary. The contractor will provide a direct Point of Contact to whom the Booking protocols will be submitted. Contractor errors after adequate training in booking appointments will be validated, tracked, and used as a performance measure. The Contractor is expected to maintain 95% accuracy rate when performing appointment procedures. Errors may include sending a TCon to the incorrect patient, not obtaining and providing appropriate information to/from the patient, booking appointments contrary to 18 MDG appointing protocols, violating patient safety standards, unauthorized release of personal identifying information, and more. Performing accurate patient verification is vital to patient safety and therefore there may be no more than two deficiencies per month per contractor. Patient verification is accomplished by confirming two patient identifiers including name, date of birth, DoD ID, and/or social security number. The Contractor shall accept appointments telephonically from eligible beneficiaries, from MTF staff members, or by the automated appointment system. The Contractor shall transfer all patients to the appropriate clinic if the patient chooses an incorrect option or if a clinic phone system is unavailable by referencing the Government provided phone list. At no time will callers be asked to call back, even if appointments for a particular day are unavailable. All callers should be told of the next available appointment. Once all efforts have been exhausted to transfer the patient, the contractor will compile all patient information and request to elevate to Functional Representative Evaluator Designee (FRED), supervisor, or designee for resolution. Space Available (Space A) patients are an exception and can be told to call back the next day if there is no availability. Space A policy requirements will be followed as instituted in local policies.
• The Contractor shall abide by telephony metrics established within the most current AFI 44-176 Access to Care Continuum, and any DoD or Defense Health Agency (DHA) Higher Head Quarter guidance that enforces or establish Access to Care standards. The Government will review the appointment line metrics on a monthly basis and provide feedback to the Contractor and Contractor personnel on standards met/not met. Key Performance Indicators (KPIs) targets for Telephonic Access Management personnel will review are:
  
  • Percent of Abandoned Calls - Less than or Equal to 8%
  • Service Level – 90% of Calls Answered within 90 seconds
  • Average Speed of Answer – Less than or Equal to 45 seconds
  • Average Talk Time – Less than or Equal to 180 seconds.
• The Contractor shall maintain over 80% “available time” logged in to the Automated Call Distribution (ACD). [40 hours – 5 lunch hours – 2.5 (2 * 15 minute breaks a day) = 32.5. 32.5/40=81.25%]. The Government will pull ACD logs monthly to review data.
• The Contractor shall administratively support the secure messaging system, TRICARE Online Patient Portal Secure Messaging. Administrative support includes enrollment of 18 MDG staff and beneficiaries, transferring provider empanelments, and deactivating relationships for patients who are no longer enrolled.
• The Contractor shall work closely with the TRICARE Operations and Administration (TOPA) Flight Group Practice Manager, Group Practice Manager (GPM), and other sections that provide services to patients within the 18 MDG to ensure and enhance access for all 18 MDG enrollees.
• The automated appointment system to be used is the Government provided CHCS and AHLTA systems and Genesis when available. The Contractor shall verify and update, as required, patient registration information (i.e., patient demographics, patient contact, and any additional health insurance data). Perform an eligibility check in the Government provided Dependent Eligibility Enrollment Requirement System (DEERS). Issues with enrollment shall be referred to the TOPA Flight.

Necessary Skills and Knowledge:

• Must demonstrate the ability to read, write, and speak English proficiently. 
• Must be able to communicate professionally and effectively with all patients and staff.
• Must demonstrate emotional intelligence and a high level of maturity when dealing with patients in distress.
• Have an adequate skill level and ability to interpret the patient’s request for a medical appointment and implement the appropriate appointing booking protocols to the request.
• Competent in the operation of computer device and systems to include, but not limited to, Windows-based processing programs.

Minimum Qualifications:

• Shall possess, at minimum, a high school diploma or equivalent, or a General Education Development (GED) diploma.
• Have, at minimum, one year of cumulative customer service experience. Personnel will be expected to perform duties in a high-paced and stressful environment.

Preferred Qualifications:

• A thorough understanding of the military lifestyle and experience working with military family members.
  
• Working knowledge of relevant military, state, federal, and local laws and resources.
  
• Highly developed written, oral, and presentation communication skills.
• An active Security Clearance is preferred.

Pay and Benefits
At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.