Medical Appointment Clerk

Decypher is a leading integrator of professional, technology, and management solutions and services. We provide our services globally to Federal, Commercial, Local and State clients. Our employees are our most valuable asset and play an integral role in the success of Decypher and our clients. Working at Decypher is not a job, but a career where your talent and energy is respected, and you can personally make a difference. Decypher invites you to join our professional team.

Decypher is seeking a Medical Appointment Clerk to support Naval Medical Center Camp Lejeune in Jacksonville, North Carolina. U.S. Citizenship is required.

Qualifications

• Education/Degree: High School Degree General Educational Development (GED) equivalency.

At Decypher we believe that equal opportunity fuels innovation by using the strengths of individual differences. Therefore, we strive to provide a welcoming and inclusive work environment. Decypher is fully committed to a program of equal opportunity for all applicants and employees and will actively carry out all federal and state regulations and executive orders. We apply our equal opportunity policy to all employment decisions.

Responsibilities

• Schedules medical appointments from phone calls, secured messaging or other methods used for appointment request in accordance with local appointing guidelines. Supports PCM by name processing for appointment and appropriate access to care timeframes during 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 Defense Eligibility Report System (DEERS); validates/updates basic patient demographic information. 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.
• Call patients or responds to secure messaging requests as needed to schedule, reschedule, and/or cancel appointments.
• May assist in preparation of patient notices (telephonically or form letter formats) for appointment reminders, no shows, or reschedule/cancellations.
• Creates/delivers telephone messages (t-cons) to PCMs and/or clinic nurses using standard protocols and individual clinic guidelines.
• For active duty and MTF Tricare prime enrollees, if an appointment is necessary, each appointment shall be scheduled utilizing appointment protocols or nurse assessment. The Medical Appointment clerk will schedule the appointment using the following TRICARE access standards: (1) acute appointments within 24 hours; (2) routine appointments within 7 days; and (3) preventive and specialty appointments within 28 days or in accordance with the specialty referral.
• Ensure the caller is not on-hold for more than 30 seconds during the entire call.
• Ensure blockage rates never exceed 5%. A blockage is defined as either a busy signal or a message stating the circuits are busy.
• Refer the call to the Defense Enrollment Eligibility Reporting System (DEERS) office when they present ineligible for care.
• Forward calls and secure messages to appropriate clinics or departments for further assistance in accordance with MTF policy and procedures.
• Attend MTF meetings to relay function specific information. These meetings are anticipated to total approximately 2 hours each month.
• Be the main contact for communicating business rules between the MTF clinics, the Centralized Appointment Center. Monitor the business rules set by clinics or the MTF for their impact on patients. The Medical Appointment clerk will keep MTF Leadership informed of these impacts, positive or negative.
• Provide a monthly statistics report to the COR by the 5^th of business day of each month based on the daily workload of administrative support personnel. The report shall include:
  
  
  
  • a. Call Waiting Times
  • b. Call Abandonment Percentages
  • c. Customer Service and Satisfaction of Telephone and Appointing Services
  • d. Call Volumes
  • e. Call Processing Time
  • f. Calls not resulting in appointments
  
  
  
  

This job description is not intended to be all inclusive. Therefore, the employee may be requested to perform other reasonable duties as assigned by the immediate supervisor or other management as required.