What are the responsibilities and job description for the Medical Appointment Clerk/ Referral Clerk (PRN) position at Health Partners Management Group?
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- Medical Appointment Clerk/ Referral Clerk (PRN)
SUMMARY: This position provides clerical/administrative support in the Referral Management Center for customer service, referral tracking, referral appointing, and reporting activities. This position will support the daily functions of specialty care referral appointing, referral review and coordination, beneficiary counseling and referral tracking at the MTF. In addition, this position includes scheduling appointments in a government computer system for primary care, specialty and subspecialty medical care as well as calling patients and responding to secure messaging submissions to schedule, reschedule, and/or cancel appointments as needed, to include appointments for consult/referral specialty care.
Mandatory Knowledge And Skills
- A fully qualified typist with a minimum of 50 WPM is required.
- Demonstrate general medical ethics, telephone etiquette, and excellent communication and customer service skills.
- Possess general office administrative and clerical skills to perform receptionist duties and answer telephones.
- Ability to communicate effectively, both orally and in writing.
EXPERIENCE: At least 6 months of experience in a medical office setting and 6 months scheduling medical appointments.
WORK ENVIRONMENT/PHYSICAL REQUIREMENTS: The work is primarily sedentary. However, there may be some physical demands. Requirements include prolonged walking, standing, sitting or bending.
Performance Outcomes
Greets patients/visitors at a front desk, referral center or office setting.
Answers main office phone line(s). Directs telephone calls to appropriate section for assistance, handles independently or takes messages as required.
Schedules medical appointments and determines patient eligibility for services from phone calls, secured messaging or other methods used for appointment requests. 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 (MHS GENESIS).
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
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.
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
Call 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.
Reviews referrals for administrative completeness and researches covered benefits prior to processing.
Determines patient eligibility for services and arranges and schedules medical appointments for referred care.
Provides general instructions to patients and ensures patients have necessary documentation for referred health care services.
Obtains updates and files medical records as needed.
Organizes and researches patient records, extract needed information, and review records for referral results within established guidelines.
Request medical records and ensures arrival of medical records prior to appointment(s).
Initiates and locates patient medical records as needed.
Obtains documentation as requested by healthcare providers (test results, or documentation not yet filed in records).
Ensures referral results are returned to the referring provide and to the medical record within required timelines. Assists with follow up, written or verbal, as necessary.
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