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Overview
Medical Referral and Appointment Line - Administrative Assistant. Decypher is seeking an Administrative Assistant- Appointment Line to support the mission at Lakenhealth, UK.
Responsibilities
* Patient engagement; quickly and effectively manage and triage inbound/outbound phone calls and electronic communications.
* Generate, receive, and electronically deliver telephone messages (t-cons) to medical providers and clinic support staff.
* Referral management will be required to assist walk-in customers with referrals.
* Perform within one or more of the following business lanes regarding primary and specialty care:
* Appointing Management
* Consult Management
* Utilize the Automated Call Distribution (ACD) system and TRICARE Online (TOL) Patient Portal Secure Messaging.
* Identify appointment availability, schedule, cancel, and reschedule appointments
* Disposition, review, schedule, and track referrals
* Assist with Right of First Refusal (ROFR) determination
* Manage the “cancellation line” feature
* Initiate efforts to capture network reports upon request of the referring provider
* Maintain records management
* Attend all training activities per local Medical Treatment Facility policies.
* Perform other administrative and clerical duties in support of medical care and operational support as required.
* Answer main office phone line(s) and direct calls to the appropriate section or handle independently.
Qualifications
* Mandatory Knowledge and Skills: A fully qualified typist (computer keyboard) with a minimum of 50 Words per Minute is required.
* General office administrative and clerical skills to perform receptionist duties and answer telephones. Standard office equipment, such as personal computers, copiers, fax machines, and telephone systems.
* An understanding of general medical ethics, telephone etiquette, and excellent communication, to be able to actively convey information through the exchange of thoughts, messages, or information, 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.
* Able to read, write, and speak English well and should not suffer from any reading, writing, speaking or hearing limitations, so as to ensure effective communication with customers on the phone
* Education: Administrative personnel shall possess a high school diploma or General Educational Development equivalency. Completion of administrative assistant program is desirable
* Experience: At least six (6) months of experience in medical office doing scheduling or referral management. Customer Service Training/experience.
* Contract personnel basic knowledge and skill level includes: principles of excellent customer service; TRICARE benefits; quality control and risk management; medical terminology, medical forms and records management; HIPAA guidelines for release of medical information; general medical and legal ethics; excellent communications skills; strong organizational skills; and computer operations, including operational skills with Microsoft applications (Windows Operating system, Microsoft Word, Microsoft Access, and Excel,); personnel shall understand the importance of meeting deadlines. Knowledge of current ICD-10 (International Classification of Diseases, tenth revision) coding desirable, but not required.
* The Contractor personnel shall have functioning knowledge of Government appointing MHS Guide to Access Success and referral management business rules (AFMS RMC Guide), Government appointing information systems, DHA, TJC or AAAHC, UEI, HIPAA, DoD Health Information Privacy Regulation (DoD 6025.18-R), the Privacy Act, and DoD Privacy Program (DoD 5400.11- R). The Contractor shall ensure that their staff has read the current AFMS RMC User Guide prior to start of work.
* Type 50 WPM
* Certifications: BLS
* Must be a US citizen
Note: This section preserves the original text but removes emphasis formatting. The organization retains legal and equal opportunity statements as provided.
This position is not authorized for remote/telework
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