Patient Appointment Technician

US-CO-Colorado Springs
4 months ago
Type
Regular Full-Time

Overview

The Patient Appointing Technician (PAT) shall schedule appointments in the Composite Health Care System (CHCS)/Armed Forces Longitudinal Technology Application (AHLTA) for primary, specialty and subspecialty medical care. The PAT shall perform the appointment process to include scheduling, rescheduling, and/or cancelling appointments as needed, including appointments for consult/referral specialty care in a Medical Treatment Facility (MTF), a civilian facility, via telephone or secure messaging. PAT responsibilities also include facilitating the recapture of MTF direct care capabilities, tracking the referral to closure, and returning all results of treatment to a clear, legible, Health Insurance Portability and Accountability Act (HIPAA) compliant report of the patient’s medical record (CLR).

Responsibilities

  • Make clinical appointments and coordinate appointments with other direct care facilities as required. Appointments shall be made following MTF-provided appointing criteria and comply with Military Health System (MHS) access to care standards.
  • Maintain appointment schedules, including after hours and secure messaging services, using CHCS or AHLTA.
  • Validate eligibility through appropriate booking through Defense Eligibility Report System (DEERS). Register Patients not found in the computer system (newborns, etc.)
  • Maintain accurate and up-to-date patient schedules and logs utilizing CHCS/AHLTA system tools.
  • Validate basic CHCS patient demographic information prior to booking appointment for patients and make required updates to ensure booking to proper Primary Care Manager (PCM).
  • Contact patients to schedule, reschedule, and/or cancel appointments. Promote consult/referral specialty medical care -within the MTF or to civilian facilities.
  • Assist in preparation of patient notices (telephonically or form letter format) for appointment reminders, no shows, or reschedule/cancellations.
  • Ensure delinquent and non-count appointments shall be resolved daily by CHCS/AHLTA end-of-day processing.
  • Ensure the Patients’ booking clerks are familiar with the appointing system process order of precedence for an appointment search for PCM booking.
  • Document patient refusals with appropriate standard refusal codes.
  • Answer calls within 45 seconds with the goal of a one call resolution to the Patient’s needs. Continually work to reduce call abandonment rates.
  • Provide proper instructions to Patients calling after hours.
  • Gather all pertinent information from patients who request to be connected to an afterhours, Provider On-Call, before making the connection.
  • Manage secure messaging inboxes for each MTF and schedule appointments utilizing CHCS. Once appointments are made, return a secure message to the patient notifying him/her of the appointment date, time and any other pertinent instructions.
  • Clear and Legible Report (CLR) PAT will track all MTF generated initial specialty care and urgent care referrals that were deferred to the network until closure.
  • Capture the CLR as soon as a claim is discovered or requested by the referring provider.
  • Check applicable claims database(s), when CLRs are undocumented in patient records and manage assigned CLRs to closure.
  • Notify referring provider, via CHCS, of patient referral cancellations.
  • Upload all assigned CLRs into the Healthcare Artifact and Image Management Solution (HAIMS).
  • Enter assigned referrals in CHCS as “Deferred Results Received,” and notify the referring provider of all closed CLRs.
  • Process all assigned CLRs placed in the e-FAX, or designated CSMHS network folder, by CSMHS MTFs.

Qualifications

MINIMUM QUALIFICATIONS

  • High School Diploma or GED required
  • S. Citizen
  • At least 6 months of experience in a customer service related industry. Training and experience in medical office scheduling preferred.
  • Must be able to obtain clearance to access the work site located on a CSMHS military installation and be granted a Common Access Card (CAC).
  • Must be proficient in writing and understanding English. Must be able to clearly speak English and be understood by patients and clinic staff.

 

SPECIAL SKILLS

  • General medical ethics, telephone etiquette, written/verbal & electronic communication.
  • Operational computer skills with general working knowledge of word processing, and Microsoft applications (including Windows, Word, Excel, Outlook).
  • Possess or complete Privacy Act and HIPAA, Data-Safeguarding, Anti-Terrorism, Interacting with Government Employees, Composite Health Care System (CHCS), Armed Forces Health Longitudinal Technology Application (AHLTA), appointment booking, and policy training in a trainer-to-trainer format.
  • Possess or complete TRICARE online training and have a solid understanding of the TRICARE online appointing and referral process.
  • Possess or complete Composite Health Care System /Enterprise Wide Scheduling-Registration (CHCS/EWS-R) training.
  • Possess or complete training on the AHLTA T-CON function and the CHCS appointing function
  • Possess or complete training on the secure messaging platform and be capable of managing inbox volume.
  • Excellent communication, interpersonal and customer service skills.
  • Able to define problems and obtain solutions.

Supervisory

None

Physical Demands

Frequent sitting, using hands/fingers, handling, reaching with hands and arms, talking, hearing and seeing up close, at a distance, along the periphery, with depth perception and the ability to adjust focus; occasional walking or standing, occasional lifting of up to 30 lbs. It is Katmai Federal Solutions, JV business philosophy and practice to provide reasonable accommodations, in accordance with applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Work Environment

Work is performed primarily in an office setting.  Employee will be exposed to a wide variety of people in differing functions, personalities and abilities.

Work Schedule

40 hours per week.  May be required to work additional hours as needed to complete assignment or project.  Shifts cover daily, 24 hour operations, and will vary.

Compliance

To be considered for this position, all applicants must apply on the company website,  http://www.katmaicorp.com/main-career

We are a VEVRAA Federal Contractor

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law.

 

Preference will be given to Ouzinkie Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2003 - 2(i).

 

Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.

 

Posters:

Equal Employment Opportunity is the Law Poster: http://media.wix.com/ugd/4c36fa_e850f00b1b84447786ccd17214867984.pdf

EEO Supplement Poster : http://media.wix.com/ugd/4c36fa_585f835735374d089a44ff899c84ccfb.pdf

Pay Transparency Poster: http://media.wix.com/ugd/4c36fa_6f7d4fb6d8ce457a87d9f38f9cfe580f.pdf

Right to Work Poster: http://media.wix.com/ugd/4c36fa_84cb215622bf49b0ae03418b081847ad.pdf

Right to Work Poster (Spanish): http://media.wix.com/ugd/4c36fa_cedd5daf5c5f433a8ac24f0e4829b91c.pdf

E-Verify Poster: http://media.wix.com/ugd/4c36fa_cf68148e2b2d4e9abcadd71c6cfd1364.pdf

E-Verify Poster (Spanish): http://media.wix.com/ugd/4c36fa_a404b42bb4ff4cb5ba848ab1524fc761.pdf

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