Lead Medical Appointment Clerk

Lead Medical Appointment Clerk (Supervisor)

Location: 78th Medical Group, Robins Air Force Base, Warner Robins, GA 31098

Tentative Start Date: 16 May 2026

No. of FTEs Required: 1 FTE

Work Schedule: Monday-Friday, 07301630 (9-hour shift with 1-hour unpaid meal break); 40 hours/week

Documents Required for Submission: Updated Resume (With all gaps explained) Basic Life Support (BLS) certification (AHA or Red Cross) required

Qualifications:

• Education: High School Diploma or General Educational Development (GED) equivalent.
• Experience: Minimum 6 months' experience in medical appointment scheduling within a clinical setting
• Typing speed of at least 50 WPM
• Demonstrated supervisory or lead experience preferred
• Strong customer service, communication, and organizational skills
• License / Certification: Basic Life Support (BLS) certification (AHA or Red Cross) required

Responsibilities:

• Supervise and coordinate daily operations of Medical Appointment Clerks supporting patient appointment services.
• Manage staff schedules and coverage to ensure uninterrupted services during all hours of operation.
• Oversee appointment scheduling, rescheduling, and cancellations in MHS GENESIS in compliance with access-to-care standards.
• Monitor call center performance metrics, including wait times, abandonment rates, and first-call resolution.
• Train, mentor, and evaluate staff to ensure compliance with DHA appointing procedures and customer service standards.
• Serve as the primary liaison between appointment staff and clinic leadership to resolve scheduling and access issues.
• Prepare and submit required performance and quality reports to Government leadership.
• Approve leave, address employee issues, and resolve patient complaints as required.
• Ensure compliance with HIPAA, Privacy Act, and DoD security policies.