Medical Office Clerk (BLS certification Must)

Job Description

Job Description:Duration: Long Term Job Description: Mandatory:Valid BLS certification (American Heart Association (AHA) or American Red Cross (ARC) Minimum Qualifications:Education: High School Degree General Educational Development (GED) equivalency and medical terminology.Certification: NoneExperience : 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. Additional Qualifications: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 writingGeneral 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 provide 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. Core Duties:Greetings customers/visitors at the front desk, information center or other office setting.Answers main office phone line. Directs telephone calls to appropriate section for assistance.Enter data from various sources (reports, equipment displays, printouts, forms, etc.) into the appropriate computer system. Print reports at a required interval as directed by staff.Files, retrieves, and collates documentation as requested by staff. Additional Core Duties: In addition to the qualifications and requirements in the standard Medical Office Clerk position description, the following will apply to this task order:The contract staff will operate a call center that manages inbound and outbound calls from beneficiaries, validates beneficiary eligibility, schedules, cancels, and reschedules patient appointments in order to provide timely access to quality healthcare.The contractor shall provide outbound calls in order to schedule specialty appointments for beneficiaries who have received a direct care specialty referral.The contractor staff will record each beneficiary call with the government- supplied computers that interface with the standardized Military Healthcare System GENESIS (MHSG) electronic health record appointing and referral management system.The contractor shall document calls in MHSG using the most current DHA and SDMHS policies.Process appointment requests via Secure Messaging System (SMS), as well as outbound calls for patient care reminders, to include pre-appointment instructions and reminders (lab/radiology/fasting/pre-op surgery, etc.).Generate outbound notification letters to beneficiaries referred to direct care specialty clinics.Verify beneficiary eligibility via the Defense Enrollment Eligibility Reporting System (DEERS) system, updating patient demographic information, and scheduling beneficiary requests for MTF primary or specialty care appointments, as well as completing requests for cancellations and appointment rescheduling.Complete outbound calls to facilitate the timely scheduling of specialty appointments in support of specialty referrals generated by an MTF Health Care Provider (HCP).Conducts outbound calls to facilitate scheduling of preventative health appointments and surgery reminder calls.Schedules and coordinates appointments with other SDMHS MTFs in order to meet beneficiary health care needs within TRICARE access standards.Process Secure Message Service (SMS) transmittal requests for appointments, drive-time mapping capabilities in support of specialty care appointing, as well as outbound letters to beneficiaries referred for MTF specialty care.The contractor shall ensure all staff are familiar with basic medical terminology and Microsoft Office products used with the beneficiary a Client processes and understand business rules addressing beneficiary category access to the direct care and network systems.The contractor shall ensure that Client agents possess a functional knowledge of the TRICARE Healthcare Program and are familiar with the terminology and inter-relationships of the ATC categories, appointment types, referral processes, detail codes, provider specialties, and ATC standards.The Client agents shall receive annual refresher training in these areas, as well as stay abreast with TRICARE Program changes. The contractor shall provide proof of refresher training to the COR annually.The contractor shall ensure Client agents possess appropriate customer service skills (telephone courtesy).The contractor shall provide trained staff to meet the standardized DHA and Market-specific appointing criteria and business rules IAW DHA IPM 18-001.The contractor shall ensure that phones are continuously staffed with trained personnel, sufficient to handle projected call volumes while achieving all performance standards, during the designated business hours.Appointing agents shall schedule, reschedule, and/or cancel appointments as well as correct appointment- booking errors for all inbound and outbound calls and correspondence IAW DHA business policies and procedures.Appointment Scheduling. After validation of eligibility, the appointing agent shall interpret the beneficiary's request for an appointment and apply the appropriate appointing criteria and directives to the request IAW DHA IPM 18-001. Appointing agents shall match the beneficiary's request for service with the most appropriate ATC category, choosing the appropriate standard appointment types and detail codes that will appoint the beneficiary to an appropriate provider within the applicable DHA ATC standards.Appointment Cancellation Procedures. The contractor shall ensure appointing agents cancel, and if appropriate, reschedule beneficiary appointments at the request of the beneficiary IAW SDM standardized business procedures.If the appointing agent is required to make an outbound call to the beneficiary, the beneficiaries registration information shall be verified and updated, if necessary, and will be compliant with HIPAA, DoD Health Information Privacy Regulation (DoD 6025.18-R), the Privacy Act, and DoD Privacy Program (DoD 5400.11-R).When a cancellation notification is received from the beneficiary, the appointing agent shall cancel the appointment and offer to reschedule the appointment IAW DHA and SDMHS standardized business rules. The Referral agent will cancel the referral in the EHR per DHA IPM 18-001 business rules.If a cancellation request is received from clinic or MTF staff, the appointing agent shall contact the affected beneficiaries and offer to reschedule the appointment IAW DHA and SDMHS standardized business rules.If a cancellation notification is received indirectly from the beneficiary via a recorded message on a contractor provided line or other automated means the appointing agent shall contact the beneficiary in a manner preferred by the beneficiary to determine the need for a new appointment. One recorded attempt shall be made by the appointing agent to contact the beneficiary to determine the need for appointing services. No follow-up is required if the beneficiary left a recorded message indicating a new appointment is not required.Appointing agents shall initiate a DEERS eligibility check and perform a mini-registration in the DEERS system. The appointing agents shall refer beneficiaries with enrollment issues to the MCSC for resolution.Outbound Specialty Appointing Calls. The contractor shall make outbound calls to all patients with MTF specialty referrals beginning on day two following the date of the referral. The Contractor shall place up to three documented calls or until successfully contacting the patient and scheduling the appointment. The third call will be not later than day 14. The contractor shall be responsible for sending a secured message appointment information to beneficiaries on how to schedule an appointment within five business days of the third unsuccessful outbound call to the patient to schedule their MTF specialty appointment IAW DHA policy.The contractor will also initiate a phone call to contact the patient via primary telephone NTL the 14 days, and they will mail letter after 30 days if phone/secure messaging not efficient on contacting the patient. Contractor shall maintain documentation of calls made, by date and time, corresponding success rates and provide a government a report by the fifth calendar day of the month.Revisions. The contractor shall update requests for revisions to appointing instructions by the SDMHS in the system within three working days following receipt of request for revision of appointing instructions in writing. Inclement weather and contingency operations:In the event of inclement weather and/or contingency event, the contractor shall not ask that a beneficiary "call back”. The contractor shall have a contingency operation plan to execute large volume appointment cancellation notifications at the facility, market, MTF and/or clinic level in the event of inclement weather and/or natural or man-made events that precipitate a base closure. The contractor shall ensure appointing agents take action to cancel and reschedule appointments and appropriately update the beneficiary information automated message within 1-hour of notification by the SDM or MTF of closures or service curtailments. The contractor shall maintain all service performance standards as agreed upon within the contingency plan.The contractor's plan should include procedures that will be implemented in the event systems are not operational, whether the issue is government or contractor related, to provide continued registration and appointing.The contractor's plan shall include a process to maintain full and/or partial operating capability during potential contingencies up to and including MHSG outages, internet outages, building power failure, phone line outage, etc. The contractor's contingency plan should evolve with capability and technology changes. The contractor will provide a copy of its contingency plan to the government for review and approve and acceptable plan no later than 15 calendar days prior to full contract performance start.The contractor shall have a mechanism in place for MTFs to contact the Contractors Operation Manager after hours in the event that weather closure decisions are made outside the contract hours of operation providing alert rosters of lead personnel to the Market/MTF.Within 30 calendar days after beginning operation of full contract performance, the contractor will schedule with the government a date for a tabletop exercise with all MTFs to ensure the viability of the contractor's proposed contingency plans.Coordination of the tabletop exercise will be between the COR and the contractor. Reports. The contractor shall submit the following reports:Operational procedures in the event systems are not operational. In order to provide continued registration and appointing services, the contractor's plan shall include a process to maintain full and/or partial operating capability during potential contingencies up to and including MHSG outages, internet outages, building power failure, phone line outage, etc. The contractor's contingency plan should evolve with capability and technology changes. The contractor will provide a copy of its Contingency Plan to the COR no later than 2 weeks before start of contract operations. Contractor will utilize manual record keeping ensuring beneficiaries are not asked to call back. The plan shall be validated by tabletop exercise 2 weeks prior to start of contract operations and annually thereafter.Inclement Weather Plan. In the event of inclement weather and/or natural or man- made events that limits beneficiary access to military installations and/or MTFs, the contractor shall have a contingency operation plan that maintains adequate staffing to support to execute large volume appointment cancellation notifications and patient rescheduling. The Call Center (operated by DHB) shall possess the capability to update the beneficiary information automated message within 1-hour of notification of notification by the SDM or MTF of closures or reduced capacity. The contractor's plan shall be submitted to the COR for approval no later than 2 weeks prior to start of contract operations and annually thereafter.Training Status. The contractor shall provide a report that details the training status of initial hires, recurring training for existing personnel, and dates of training completed for each functional area, Client. The contractor shall provide the government with a report by the fifth calendar day of the month.Client Reporting. The contractor shall provide a report that details the labor hours required for performance of services provided under this contract for Patient Appointing services. The report shall be separated by FTEs and part-time for each functional area. The contractor shall provide the government with a report by the fifth calendar day of the month.In addition to the qualifications and requirements in the standard Referral Clerk position description for NHCP, the following will apply to this task order:Preferred, but not required, to have a minimum of 6 months' experience providing administrative support in a medical facility supporting multiple practitioners. Experience should include handling multiple phone lines, a working knowledge of medical terminology, medical documentation requirements, standard patient scheduling practices, and creating administrative correspondence and reports.In addition to the qualifications and requirements in the standard Medical Office Clerk position description for NHCP, the following will apply to this task order:Utilize computerized systems such as the MHS GENESIS, and associated systems on NHCP Network.Prepare and enter Health Care Provider (HCP) appointment schedules into MHS GENESIS, per MTF guidelines, for approximately 55 providers per month.Performs approximately 500 to 600 verifications and updates of patient demographics and insurance information per month. Generates appropriate clinical and administrative forms adhering to the MTF SOP and MHS GENESIS Super-user guide.Submit a Monthly Report with Workload Statistics. Data shall be recorded by each clerk daily, reported for the month, and provided to the COR. Statistics to be reported in a monthly spreadsheet include total number of incoming telephone calls answered, outgoing telephone calls to patients, MHS

Company Description

22nd Century Technologies, Inc. (TSCTI) is one of the fastest-growing IT Services Integrators and Workforce Solutions providers in the United States. Founded in 1997, TSCTI is a Certified National Minority Business Enterprise (MBE) with a workforce of 6,000+ professionals, including 600+ Cybersecurity Subject Matter Experts (SMEs), delivering mission-critical solutions across all 50 U.S. states, Canada, and Mexico.\r\rHeadquartered in Princeton, NJ, and McLean, VA, with 14 regional offices nationwide, TSCTI provides comprehensive solutions in Digital Transformation, Artificial Intelligence (AI), Cybersecurity, Cloud Computing, IT Infrastructure, Enterprise Modernization, DevSecOps, Managed Services, Workforce Solutions, and Healthcare Staffing. We are a trusted partner to Federal, State, Local, Education (SLED), Healthcare, and Commercial organizations, delivering innovative technology and talent solutions that enable our clients to achieve their strategic objectives.\r\rAs one of the nation's leading Healthcare Workforce Solutions providers, TSCTI supports federal healthcare systems, Veterans Affairs (VA) Medical Centers, state and local healthcare agencies, hospitals, clinics, laboratories, long-term care facilities, and commercial healthcare organizations. We recruit and place highly qualified healthcare professionals across a wide range of specialties, including physicians, advanced practice providers, registered nurses, allied health professionals, behavioral health specialists, laboratory personnel, pharmacy professionals, and healthcare administrative staff. Our healthcare solutions ensure continuity of care while maintaining the highest standards of clinical excellence and regulatory compliance.\r\rWith a strong commitment to quality and compliance, TSCTI operates through CMMI Level 3 (Development & Services) and ISO 9001, ISO 20000, and ISO 27001 certified processes, ensuring consistent service excellence, operational maturity, and information security. Today, we proudly support 14 of the 15 Federal Executive Departments, 37 Federal agencies, 50 State governments, 115+ Local agencies, 37 School Districts, numerous healthcare organizations, and 80+ Fortune 500 and commercial clients.\r\rTSCTI has earned numerous industry recognitions, including being named among Forbes America's Best Large Employers, Forbes Best Employers for Veterans, Forbes Best Employers for Tech Workers, Newsweek's America's Greatest Workplaces for Diversity, and a 13-time Inc. 5000 honoree. The company has also been recognized by the Washington Business Journal as one of the Best Places to Work and continues to expand its capabilities through strategic innovation, acquisitions, and investments in emerging technologies.\r\rAt TSCTI, our people are our greatest strength. We are committed to fostering an inclusive, collaborative, and growth-oriented workplace where innovation thrives and careers flourish. Whether delivering cutting-edge technology solutions or connecting exceptional talent with meaningful careers, we consistently exceed our clients' expectations while empowering our employees to succeed.\r\rEqual Opportunity Employer\r\r22nd Century Technologies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.