Referral & Appointment Clerk

**Position Overview**

**What you will do**:

- Eengage with patients through phones and electronic means to answer/place calls and answer/place electronic messages for the 48 MDG, RAF Lakenheath, in both specialty appointing, primary care appointments and/or referral management.
- Handle inbound ACD routed calls with each average handle/transactiontime per

month of less than or equal to one hundred and eighty (180) seconds per call.
- Answer 90 percent (90%) of all inbound ACD routed calls with each average answer

time per month at ninety (90) seconds
- Handle inbound ACD routed calls with each average speed of answer per month of

less than or equal to 45 seconds per call.
- Manage inbound ACD routed calls to prevent calls from being dropped. Dropped

calls shall not exceed, 8 percent (8%) of all answered calls.
- Record 100 percent (100%) of all inbound ACD routed calls.
- Utilize the Composite Health Care System (CHCS) Managed Care Program Module,

Assignment Order Processing Module, or any Air Force mandated system(s), to identify appointment availability, schedule, cancel, and reschedule appointments for 48 MDG and 501 CSW, following local directives, established protocols, Booking Protocols, and the MTF Business Rules using the appropriate Access to Care (ATC) category, matched to the appropriate standard appointment types, and detail codes within the appropriate ATC standards.
- Generate or receive, and electronically deliver, telephone messages (t-cons)to medical

providers and clinic support staff by using CHCS or AHLTA, or any Air Force mandated system(s), per individual clinic guidelines
- Review referrals for administrative completeness, covered TRICARE benefit and required tests and pre-work. Coordinates with referring providers in cases where

additional referral information is required.
- Book specialty care consults/referrals when contacted by the patient and

the referral and provide a “warm hand-off” to the specialty clinic to immediately review the referral and appoint or defer it.
- Proactively contact patients with active specialty referrals until the specialty or behavioral health care appointment can be booked, the patient cancels the referral, or the message has been delivered three (3) times
- Assist with ROFR determinations for specialty care that can be provided within the

MTF using Service Availability (Capability) Listings and information systems that
link the referral to the appointment to the ATC category and standard.
- Perform/assist with appointing network specialty care referrals as allowed by the

TRICARE Overseas Program (TOP) Contractor
- Administratively close all un-appointed referrals accepted by the MTFNLT 180 days

beyond the order date.
- Manage the “cancellation line” feature, ensuring that when patients call in to cancel

appointments
- Attend all training activities, per local MTF policies. Training may include but is not

limited to topics designed to increase skills, enhance workflow or communication,update on standard operating procedures, adjust to changing mission requirements, address facility or installation issues or increase overall effectiveness and efficiency of operations.
- Provide patients with specific instructions for their appointment/referral following

local directives, established protocols, SOPs, Booking Protocols, and the MTF Business Rules.
- Perform other administrative and clerical duties in support of the medical care and

operational support as required.
- Track initial specialty care and deferred to network primary care referrals to include

obtaining reports from MTF, network, and non-network providers. The primary responsibility to obtain Network and purchased care results will be with the MTF.
- Process initial specialty care and deferred to network primary care reports in the

HAIMS following the business rules outlined in AFI 44-176, dated 8 September 2017, DoD, DHA, AF and MTF policies & instructions, close the specialty referral in CHCS, and senda t-con to the referring provider or PCM.

**What you will bring**:

- High school dipolma or equivalent
- Minimum of six (6) months experience in medical office scheduling or referral management.
- Certification in Basic Life Support (BLS)
- Qualified typist (computer keyboard) with a minimum of 50 Words per Minute
- General office administrative and clerical skills to perform receptionist duties and answer telephones.
- An understanding of general medical ethics, telephone etiquette, and excellent communication, tobe able to actively convey information through the exchange of thoughts, messages, orinformation, by speech or writing, with excellent customer service skills, a professional demeanor, appropriate interaction with clients and able to promote the best image of the Government.
- Functioning knowledge of Government appointing MHS Guideto Access Success and referral management business rules (AFMS RMC Guide), Governmentappointing information systems, DHA, TJC or AAA