Medical Appointment Coordination Support

Qualifications

1. A high school diploma or general education development equivalency (GED) and any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position.
2. Minimum of one year experience working in a medical environment, preferably with emphasis on appointment scheduling.
3. Working knowledge of an Automated Computer System.
4. Experience using Composite Health Care System (CHCS) AHLTA and Appointment Call center Software.
5. Basic Knowledge of the Military Health Care System and/or general medical terminology.
6. Accurate data entry and attention to detail.
7. Accuracy -- less than 1% appointment booking error rate.
8. Standard office administrative practices and procedures, including the use of standard office equipment to accomplish clerical, statistical and data entry tasks in support of the administrative work of the office.
9. Computer skills, i.e., Microsoft Office to include Microsoft Outlook.
10. Superior customer service and organizational skills.
11. Strong verbal and written communication skills and sound judgment.
12. Highly organized, detail-oriented with strong organizational skills and ability to work effectively and independently with a positive attitude.

Other Qualifications

1. Shall be able to read, write, speak and understand English.
2. Be a U.S Citizen.

SPECIFIC DUTIES/TASKS THE CONTRACTOR SHALL PERFORM:

1. Receive phone calls from patients.
2. Receive phone calls from the Pro-active line.
3. Call the patient, schedule an appointment with Primary Care Manager (PCM) or Specialty clinic.
4.  If the patient accepts the appointment, the Agent will document the CHCS and IRMAC database.
5. If patient is registered in Relay Health, the Agent will book the appointment in the clinic nearest to the patient’s residence.
6. Send the patient a relay health email message with appointment date, time, clinic provider, and any special/clinic instructions.
7. Document the JRMS database indicating that a Relay Health email was sent to the patient.
8. Document each attempt to contact the patient in the IRMAC database.   (A total of two contact attempts should be made).
9. Document patients who decline an offered appointment in order to update their record.
10. Determine appointment needs according to local and regional managed care rules.
11. Search for patient demographics in Composite Health Care System (CHCS).
12. Verify patient eligibility status in CHCS, EWRAS, and DEERS.
13. Provide clinic appointment access, T-cons to doctors and administrators. Search all MTFs for possible ROFR acceptance, based on clinic guidance and available appointments within the Composite Health Care System (CHCS). 
14. Search all MTFs for possible capability, based on clinic guidance and available appointments within the Composite Health Care System (CHCS).
15. Accurately and courteously schedule appointments in accordance with NCR established standards, policies, and business rules, and the IRMAC Protocol Website for (600) plus clinic SOPs.
16. Refer patients to appropriate MTF and provide advice on location of clinics.
17. Correct demographic data, by performing a mini registration update in DEERS.
18. Initiate calls to patients to process waitlist requests.
19. Compile information into statistical reports.
20. Spot check scheduled appointments.
21. Prioritize beneficiary appointments to be scheduled in accordance with Tricare Access to Care Standards and written guidelines.
22. Maintain a high level of accuracy --- less than 1% appointment booking error rate.
23. Conduct a DEERS eligibility check on 100% of patients who request an appointment.
24. Verify and document eligibility of each patient to whom services are scheduled.
25. Direct all questions regarding beneficiary eligibility to the Chief, Patient Administration Division (PAD) at the MTF.
26. Gather demographic data information and enter into the patient’s authorized record of medical treatment, AHLTA.
27. Forward telephone consults to designated triage nurse for PCM immediately following the completion of Tcon.
28. Maintain communication with appropriate staff and work closely with technical staff to ensure efficient operation.
29. Upon request by the Appointing Team Leader, provide occasional value-added support by assuming Team Lead responsibilities.