MEDICAL OFFICE CLERK - Call Center Department

Job Description

Job Description

Description:

SUMMARY. Provides clerical/administrative support in wards, clinics, or other clinical departments of a medical treatment facility.

1. QUALIFICATIONS:

1.1. Mandatory knowledge and skills.

1.1.1. A fully qualified typist with a minimum of 50 WPM is required.

1.1.2. General medical ethics, telephone etiquette, and excellent communication and customer service skills.

1.1.3. General office administrative and clerical skills to perform receptionist duties and answer telephones.

1.1.4. Ability to communicate effectively, both orally and in writing.

1.2. Education. High school diploma or General Educational Development (GED) equivalency. Medical terminology desired.

1.3. Experience. At least 6 months of experience in a medical office setting in the following areas: medical administrative support service, medical office management, medical front desk management, medical records administrative and/or referral processing, tracking and closure. Possess experience in the operation of all standard office equipment such as desk top computers, fax, scanner, printer, office copier, and data transcribing procedures.

1.4. Work Environment/Physical Requirements. The work is primarily sedentary. However, there may be some physical demands. Requirements include prolonged walking, standing, sitting or bending.

2. UNIQUE MILITARY HEALTH CARE SYSTEMS/PROCEDURES:

2.1. Armed Forces Health Longitudinal Technology Application (AHLTA)

2.2. Composite Health Care Systems (CHCS) and/or MHS GENESIS

2.3. Defense Enrollment Eligibility Reporting System (DEERS);

2.4. Military Filing System – by sponsor social security, terminal digit order, color-coded and blocked filing system.

2.5. Contents of a military medical record, layout, sections, family members prefix designation, forms used in a MTF, and the medical record tracking procedures.

3. PERFORMANCE OUTCOMES:

In performance of the below listed duties, the contractor is not to perform any inherently governmental functions as described in FAR subpart 7.5. Additionally, any discretion or decision-making regarding individual patient outcomes shall be referred to the designated government representative.

3.1. Greets patients/visitors at a front desk, information center or office setting.

3.2. Answers main office phone line. Directs telephone calls to appropriate section for assistance. Takes messages as required.

3.3. Arranges and schedules medical appointments and determines patient eligibility for services. Relays general instructions to patients, or make referrals to other sections.

3.4. Obtains updates and files medical records as needed.

3.5. Organizes and researches patient records, extract needed information, and review records for completeness, accuracy, and consistency within established guidelines.

3.6. Ensures arrival of medical records prior to appointment(s).

3.7. Initiates and locates patient medical records as needed.

3.8. Obtains documentation as requested by healthcare providers (test results, or documentation not yet filed in records).

3.9. Performs other administrative and clerical duties in support of the medical care and operational support.

3.10. Creates appointment schedules and templates in patient appointment computer system.

3.11. Conducts end-of-day process at close of business and resolves any delinquent or pending appointments in computer system. In addition to the performance outcomes from the MSS Technical Exhibit 4 identified above, the following performance outcomes are applicable to all Medical Office Clerk services under this Task Order:

3.12. The contractor shall provide appointment support services and production control support to the department.

3.13. The contractor shall complete routine data preparation, distribution and file maintenance.

3.14. The contractor shall use the computerized systems such as CHCS, AHLTA, EHR, HAIMS, DEERS, and TRICARE along with other software such as electronic mail, a planning calendar, and databases.

3.15. The contractor shall perform data entry, verification, updates, and editing of patient data and register new patients as required.

3.16. The contractor shall process patient information into data systems, process, scan and perform online edits during patient check-in.

3.17. The contractor shall input patient demographic data into the automated systems during patient check-in.

3.18. The contractor shall book patient appointments in compliance with TRICARE business practices and schedule of appointment procedures applying “Access to Care” (ATC) policies.

3.19. The contractor shall enter patient appointments taken from patient incoming telephone calls, and written or typed patient registration/clinical information form. Phones shall be answered within 3 rings and patients that are scheduling an appointment in person have priority over incoming telephone requests.

3.20. The contractor shall schedule, reschedule and cancel patient appointments and enter provider’s schedules into the automated appointment and scheduling systems when received.

3.21. The contractor shall maintain logs and files in conjunction with the patient appointment process.

3.22. The contractor shall enter telephone consults (t-cons) for patient’s provider into the automated system upon patient request.

3.23. The contractor shall assist nursing staff by replying to telephone consults and contacting patients for preventative medicine and chronic disease management reminders.

3.24. The contractor shall input order requests for laboratory, radiology and electrocardiogram tests into the automated system when received and upon receipt use automated modules to enter requests per provider’s diagnosis.

3.25. The contractor shall enter data into Excel, Access databases and the Health Fitness Assessment (Wellness Center) database daily.

3.26. The contractor shall verify previous day appointments have been cleared in the system at the beginning of each workday.

3.27. The contractor shall retrieve health information for the system utilizing the department/clinic Standard Operating Procedures (SOP).

3.28. The contractor shall transfer information within the TRICARE system, including DEERS checks.

3.29. The contractor shall provide a daily job status report which will reflect the number and type of appointments scheduled each day, incomplete activity, and status of special interest jobs by end of shift daily.

3.30. The contractor shall maintain procedure manuals and keep abreast of Department policies and procedures regarding medical appointments. Procedure manuals will be reviewed by the Department Head who will provide any material/information to be updated.

3.31. The contractor shall comply with specific task criteria, schedules, and instructions per MTF SOP.

3.32. The contractor employee shall maintain current compliance with all training indicated in the PWS. Training certificates will be provided to the Contracting Officer’s Representative (COR) at time of completion.

3.33. Customer Service Accountability – Contract employees providing services at NH Jacksonville and supporting facilities shall adhere to the Customer Service standards specified in NAVHOSPJAXINST 6320.7F or updated versions. A copy of the instruction will be made available upon request or at the time of commencement of services. In addition, the following performance outcomes are applicable to the Medical Office Clerk services within specific departments under this Task Order:

3.34. SPECIFIC DUTIES FOR THE EMERGENCY MEDICINE DEPARTMENT (EMD): The contractor shall provide continuous 24/7 front desk support for the EMD.

3.34.1. The contractor shall register/add each patient and update demographic information in the Composite Health Care System (CHCS), print out a medication reconciliation list, verify eligibility in DEERS and print wristband / labels for patient verification. The contractor shall print additional patient labels as needed.

3.34.2. The contractor shall close out patient record using CHCS after the discharge of each patient.

3.34.3. The contractor shall utilize CHCS, Armed Forces Health Longitudinal Technology Application (AHLTA), Essentris and MHS Genesis programs for any medical correspondence to include, but not limited to, past EKGs, old medical records, and past ER visits as requested by Physicians.

3.34.4. The contractor shall use CHCS for any request of medical records within the facility.

3.34.5 The contractor shall make and receive phone calls and take/relay accurate information to the appropriate staff member. NOTE: The EMD becomes the call center for the hospital on weekends.

3.34.6. The contractor shall notify the triage/charge nurse immediately when a patient identifies an emergent need (as noted in the critical chief complaint list) upon arrival to the EMD.

3.34.7. The contractor shall monitor documents and/or supplies utilized in the EMD and notify the department supply staff when supplies are running low.

3.34.8. The contractor shall submit doctors’ orders (inpatient/outpatient records, laboratory orders, radiology tests and reprint consultations) using CHCS.

3.34.9. The contractor shall facilitate communication between the providers and the Radiology department to aid a proper flow of patients.

3.34.10. The contractor shall provide administrative support to the Charge Nurse and/or staff nurse to arrange for the transfer of disengagement of EMD patients.

3.34.11. The contractor shall perform the following duties for each patient transferred from the MTF:

3.34.11.1.. The contractor shall contact the receiving hospital for an accepting physician.

3.34.11.2. The contractor shall contact receiving hospital to arrange for a room/bed arrangements and provide contact information for the MTF to call in a report of the patient.

3.34.11.3. The contractor shall arrange for any procedure information such as laboratory and radiology results to be sent with the patient.

3.34.11.4.. The contractor shall contact the Health Benefits/Officer on Duty (OOD)/Nurse of the Day (NOD) for any patient Disengagement or Leave against Medical Advice (AMA).

3.34.11.5. The contractor shall print demographics and insurance information for the receiving facility.

3.34.11.6. The contractor shall print consults for referral of care and the ambulance.

3.34.11.7. The contractor shall contact the Quarterdeck to arrange for a 3-way call to ambulance transport.

3.34.11.8. The contractor shall ensure the Quarterdeck calls back with an estimated time of arrival (ETA) and has notified the Naval Air Station (NAS) front gate Watch Commander to ensure smooth and timely passage of the ambulance through the front gate.

3.34.12. The contractor shall page/contact members of the multidisciplinary healthcare team.

3.34.13. The contractor shall scan hard-copy patient files into the patient’s electronic health record.

3.34.14. The contractor shall upload the patient’s file into the Essentris program after scanning.

3.34.15. The contractor shall request records from outside facilities using appropriate patient consent form as requested by physicians.

3.34.16. The contractor shall, upon the admission of a patient, call the admissions office, notify them of patient being admitted from the ER and notify the ER charge nurse.

3.34.17. The contractor shall print an End of Day report daily using CHCS, make corrections as needed, and turn the report into the Division Officer at the end of their shift.

3.34.18. The contractor shall keep a daily log of all Ultrasound (US) and computerized tomography (CT) scans as well as all Electrocardiograms (EKG) performed on each shift.

3.34.19. The contractor shall edit, print, scan and upload the following reports utilizing CHCS, Essentris and MHS Genesis programs at the end of the 24 hour period, End of Day Report, Joint Commission (JC) Report and 24 Hour Nursing Report.

3.34.20. Customer Service Accountability – Contract employees providing services at NH Jacksonville and supporting facilities shall adhere to the Customer Service standards specified in NAVHOSPJAXINST 6320.7F or updated versions. A copy of the instruction will be made available upon request or at the time of commencement of services. 

Requirements: