SUMMARY: Provides clerical/administrative support. Schedules appointments in Composite Health Care Systems (CHCS/AHLTA) or MHS GENESIS for primary care, specialty and subspecialty medical care. In addition to scheduling requested appointments, this position will call patients to schedule, reschedule, and/or cancel appointments as needed, to include appointments for consult/referral specialty care within the MTF. Serves as a medical records technician to process and maintain inpatient, outpatient or ambulatory procedure unit medical records. Required to compile or extract medical records data to ensure compliance with regulatory requirements.

MANDATORY KNOWLEDGE AND SKILLS:

• A fully qualified typist (computer keyboard) with a minimum of 50 WPM is required.
• General medical ethics, telephone etiquette, and excellent communication and customer service skills.
• English language, correct grammar, spelling, punctuation, capitalization, and format to prepare and edit written correspondence, reports, and transcribed material.
• Ability to communicate effectively, both orally and in writing
• General office administrative and clerical skills to perform receptionist duties and answer telephones.
• Ability to use standard office equipment, such as computers, typewriters, copiers, fax machines, telephone systems and office automations systems, to perform a substantial range of medical record maintenance support.
• General knowledge of Joint Commission on Accreditation of Healthcare Organizations (JCAHO) standards; Accreditation Association for Ambulatory Health Care (AAAHC) for complete, prompt, and accurate health records.

EDUCATION/CERTIFICATION: High School diploma or General Educational Development (GED) equivalency. Basic medical terminology required.

EXPERIENCE: At least one year in medical office scheduling, in an office setting, or at least one year in relevant experience or specialized Registered Health Information Technician (RHIT) or Registered Health Information Administrator certification required.

PERFORMANCE OUTCOMES:

• Answers main office phone line. Directs telephone calls to appropriate section for assistance. Takes messages as required.
• Arranges and schedules medical appointments and determines patient eligibility for services. Determine patient eligibility, schedule appointments, relay general instructions to patients, or make referrals to other sections. Supports PCM by name processing for appointment and appropriate access to care timeframes during allocation of standard appointment types.
• Maintains appointment schedules using government computer systems and standard protocols and procedures. Validates basic CHCS patient demographic information prior to booking appointment for patients. Make required updates.
• Maintains accurate and up-to-date patient schedules and logs. Utilized government computer system tools and standard protocols and procedures (detail codes, freezing slots, and TRICARE on-line usage) to facilitate maintenance of appointment slots, rescheduling options or cancellation processing.
• Call patients as needed to schedule, reschedule, and/or cancel appointments. Promotes consult/referral specialty medical care within the MTF.
• Obtains updates and files medical records. Obtains documentation as requested by healthcare providers (test results or documentation not yet filed in records.
• Organizes and researches patient records, extract needed information, and review records for completeness, accuracy, and consistency within established guidelines.
• Initiates and locates patient medical records. Maintains medical records in accordance with prescribed directives.
• Conducts daily pull, delivery, and retrieval of patient records. Ensures arrival of medical records prior to appointment(s).
• Prepares reports regarding record statistics as necessary. Participates in records review as part of the facility’s quality assurance program and in accordance with accreditation standards.
• Retires medical records in accordance with regulatory procedures and guidelines.
• Perform a full range of tasks consistent with their profession, education, training, experience, and assigned responsibilities. MSS Personnel shall perform the following tasks:
• Follow the MTF Standard Operating Procedures (SOPs) to provide administrative support services to the MTF.
• Receive, greet, and inform patients, visitors, and hospital personnel and provide accurate responses in a friendly, courteous, and concerned manner.
• Fax, copy, scan, print, and type documents to complete daily tasks listed within this contract and the MTF SOPs.
• Utilize MHS Genesis and various other databases in support of patient care and to satisfy administrative requirements. (i.e., end of day review, reporting, and close outs).
• Maintain a level of productivity comparable with that of other individuals performing similar services.
• Employ a full range of administrative skills, maximizing the use of office suite applications and government specific computer software programs to manage the requirements of day-to-day tasks in a fast-paced outpatient office.
• Plan and carry out assignments with considerable independence.
• Perform the following clerical and receptionist tasks:
• Type, edit, format, and print a wide variety of documents for office and provider staff including, but not limited to, departmental correspondence, facility work orders, reports, technical notes, presentation and briefing materials in accordance with established policy and procedures. Source materials may be in the form of a draft written, electronic, digital, and voice recorded media. Integration and transfer of source materials into a single format or application (i.e., database, graphics, and spreadsheets, etc.) may be required.
• Provide administrative services related to the processing of limited duty/medical boards. Such activities include word processing, photocopying, facsimile transmissions, telephone management and communications with patients and providers, appointment scheduling, and distribution of administrative materials.
• Answer incoming telephone calls using appropriate telephone etiquette and greet patients, families, and MTF leadership to the Mental Health Directorate in a friendly, courteous and concerned manner.
• Screen and refer calls to appropriate staff members. If staff are unavailable, MSS Personnel shall take and deliver precise messages.
• Provide callers and visitors with routine information regarding the clinic (i.e., how to obtain services in the clinic, hours of operation, and location of the department, etc.).
• Obtain and maintain MHS Genesis with user roles to include Behavioral Health Tech, Referral Management, and Advanced Scheduling access in order to perform all administrative duties within the electronic health record and to create, edit and maintain Clinic and Provider profiles, schedule templates and schedules including the ability to freeze, release and/or cancel appointments by patient or facility.
• Generate encounter forms, screen and disposition electronic referrals, book routine and walk-in appointments, cancel and reschedule appointments as needed. MSS Personnel shall also provide patients with assistance in logging into clinical data collection applications (i.e., the Behavioral Health Data Portal (BHDP), etc.).
• Verify patient information in MHS Genesis and update contact information in the Defense Enrollment Eligibility Reporting System (DEERS) prior to scheduling an appointment and during patient appointment check in. In addition, MSS Personnel shall perform insurance verifications in accordance with current MTF instructions and directives.
• Complete end of day processing and shall print next day clinic schedules.
• Compile, format, populate and distribute data reports on a daily and monthly basis on the number of patients treated in the clinic, the number of booked and un-booked appointments and types available, and standard routine statistical data (i.e., cancellation rates, no-show rates, etc.) from all Medical Treatment Facility electronic health record data sources (i.e., MHS Genesis).
• Provide data entry, validation, error corrections and reports utilizing the Automatic Data system (ADS) for the assigned Division, Department, or Directorate. ADS data validation and error corrections will be made based on chart reviews of provider coded encounter entries (i.e., Current Procedural Terminology or International Classification of Diseases codes, etc.) utilizing the information found in the Electronic Health Record (EHR). If ADS errors cannot be corrected after chart review, MSS Personnel shall advise the provider or Clinic Manager or OA Supervisor of the situation and the need for a records review and potential coding correction to eliminate the ADS error.
• Maintain outpatient records for clinic use and shall ensure records are in the correct format and documentation is placed in the file correctly.
• Receive requests and retrieve and copy (in paper or electronic form) medical records in reparation for release of information processing in accordance with departmental SOP and all appropriate instructions and directives.
• Prepare, log and appropriately distribute mail, and guard mail, records and/or files authorized for release on a daily basis in accordance with departmental SOPs and all appropriate instructions and directives.
• Receive, screen and appropriately distribute incoming correspondence and official mail n accordance with departmental SOPs and all appropriate instructions and directions.
• Be a liaison between the clinic and other military and civilian facilities essential to the department. Contacts are primarily with physicians, nurses, residents, students, psychiatric technicians, general duty corpsman, patients, families, and other military commands from outside the immediate organization.
• Make maintenance trouble call entries into the DMLSS (Defense Medical Logistical Standard Supports) system when directed.
• Maintain, monitor, request replenishment of pre-authorized/approved administrative supplies and then receive, redistribute, and restock clinic work sites with supplies ordered by or received from the department supply representative (e.g. typical office supplies, forms, documents, copy paper, etc.). The contractor shall not order supplies for the Department.
• May accompany physicians during the patient encounters and transcribe the encounter in real-time as indicated by the provider to document the EHR. MSS Personnel shall collect and transcribe a variety of clinical data from each patient into the EHR during the encounter. Clinical data includes, but may not be limited to, the patients' interpretation of the present illness, interim history, documenting outside medical records, test results, medications, past medical/surgical history, allergies, family and social history.
• Modify the Electronic Health Record draft as indicated by the physician at the end of the encounter to ensure accuracy of information before the provider validates the record.
• Identify and report critical errors (i.e., inaccurate data entry) immediately.
• Prepare, distribute/post standard daily reports (i.e., 3rd Next Available Appointment, 96 Hour Open Appointments, etc.). Standardized reports may change over time. Updated requirements will be provided by the Clinic Manager or Office Automation Supervisor as changes occur.
• Prepare, maintain, distribute, and post to the Mental Health SharePoint site a departmental phone list monthly.
• Manage scheduling templates and prepare, post, open, and maintain provider schedules for booking in MHS Genesis or current MTF appointment system.· Prepare, update, distribute, and post to the Mental Health SharePoint site patient treatment groups.
• Perform “Close the Loop” (Incomplete Encounter Reporting Procedures) referral procedures to administratively close expired (180 days) or unnecessary mental health referrals daily, by the close of the clinic business day.
• Maintain internal and patient message portals daily, by the close of the clinic business day.

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS: The work can be sedentary. However, there may be some physical demands. Requirements include walking, standing, sitting or bending. Must be able to carry 25-50 pounds and reach high shelving units with the assistance of step ladders to retrieve and file medical records.

Job Type: Full-time

Pay: $22.41 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No nights
• No weekends

Education:

• High school or equivalent (Required)

Experience:

• medical office scheduling: 1 year (Required)

Work Location: In person