On-Call Medical Appointment Clerk

Eagle Health - Warner Robins, GA

Full-time

Warner Robins, GA

Ambulatory Health Care Services

About the position

The On-Call Medical Appointment Clerk at Cape Fox Corporation is responsible for managing patient appointments and ensuring accurate scheduling within the 78th Medical Group at Robins AFB, GA. This role involves validating patient eligibility, maintaining schedules, and facilitating communication between patients and medical staff. The clerk will work on an on-call basis, primarily during standard business hours, and must demonstrate strong typing and customer service skills.

Responsibilities

• Validates eligibility through appropriate booking using the Defense Eligibility Report System (DEERS).
• Registers patients not already in the computer system, such as newborns.
• Maintains accurate and up-to-date patient schedules and logs.
• Utilizes Government computer system tools and standard protocols for appointment management.
• Validates basic patient demographic information prior to booking appointments.
• Calls patients or responds to secure messaging requests to schedule, reschedule, or cancel appointments.
• Promotes consult/referral specialty medical care within the MTF or at civilian facilities.
• Provides patients with specific visit instructions.
• Pulls records and files documentation as needed.
• Confirms medical records are available for upcoming appointments.
• Assists in preparation of patient notices for appointment reminders, no shows, or reschedules/cancellations.
• Receives and electronically delivers telephone messages to PCMs and/or clinic nurses.
• Resolves delinquent and non-count appointments daily by CHCS end-of-day processing.
• Documents patient refusals with appropriate standard refusal codes.
• Maintains or reduces call abandonment rates to 8% or below monthly average.
• Responds to callers in less than 90 seconds, 90% of the time on average monthly.
• Implements processes that support 1st call resolution.

Requirements

• High school diploma or GED equivalency.
• At least 6 months of experience in medical office scheduling.
• BLS certification.
• A fully qualified typist with a minimum of 50 WPM.
• Excellent communication and customer service skills.
• Ability to clearly speak and understand the English language.
• Familiarity with standard office equipment such as personal computers, copiers, fax machines, and telephone systems.