Call Center Medical Appointment Line Clerk

Call Center Medical Appointment Line Clerk
Place of Performance: Yokota AB, Japan

General Description:

Call Center Medical Appointment Line Clerk, shall answer incoming telephone calls and schedule patient appointments in the Composite Health Care System (CHCS)/Armed Forces Health Longitudinal Technology Application (AHLTA) for primary care, specialty and subspecialty medical care.

Specific Tasks:

• In addition to scheduling requested appointments, you shall call patients to schedule, reschedule, and/or cancel appointments as needed, to include appointments for consult/referral specialty care within the MTF or at civilian facilities. If needed, a translator for Japanese speaking patients are available upon request.  You will also enter telephone consults conducted with patients to the staff on the Medical Provider teams in AHLTA.
• Call Waiting Time: The time the caller is on hold waiting to speak to Call Center Medical Appointment Line Clerk. 90% of calls need to be answered within 90 seconds.
• Average Speed of Answering: The average speed that if takes Call Center Medical Appointment Line Clerk to answer the phone shall be less than 45 seconds.
• Call Abandonment: The number of callers whose calls were received by the telephone switchboard, but who disconnected (i.e., hung up) before the Call Center Medical Appointment Line Clerk could answer the telephone. The percent of calls abandoned shall be below 8%.
• Average Call Talk Time: The average talk time that you actually talk to a patient shall be under three (3) minutes (180 seconds).
• Required to find clinic information and appointment criteria located in Standard Operation Manual found in the AHLTA system.
• Contacts clinic personnel when appropriate to clarify appointment issues or to assist patients in getting an appointment that the contract employees do not have permission to book.
• Enters Telephone Consults into AHLTA when required by the booking protocols.
• Responsible for independently dealing with each caller. You must determine what appointment type best meets the patient’s needs and schedule the patient accordingly, ensuring that the access-to-care standard is met. You must be able to recognize when to refer a patient to the Emergency Department or to a Registered Nurse.
• Maintains positive customer service practices and proper phone etiquette. You shall engage in positive personal interactions with patients, medical staff, and co-workers.
• Maintains accurate and up-to-date patient schedules and logs. Utilizes CHCS/AHLTA system tools (detail codes, freezing slots, and TRICARE on-line usage) to facilitate maintenance of appointment slots, rescheduling options, or cancellation processing.
• Validates basic CHCS patient demographic information prior to booking appointment for patients. Makes required updates.
• Calls patients as needed to schedule, reschedule, and/or cancel appointments.
• May assist in preparation of patient notices (telephonically or form letter formats) for appointment reminders, no shows, or reschedule/cancellations; and other administrative duties. Related to scheduling patient appointments.
• May attend meetings/training deemed appropriate by the Group Practice Manager (GPM) that involves information regarding clinic appointments.

English Language Requirement: 

• Shall either be a native English speaker or shall be proficient in understanding (reading, speaking, listening, and writing) English.
• Shall be capable of effectively communicating with patients and Medical Treatment Facility (MTF) staff.
• If not a native speaker, proof of a minimum score or higher of the following English test shall be submitted:

(a) TOEIC score: 730 or higher

(b) Other English Test if no TOEIC score is available: Equivalent level as the above TOEIC score.

Skills:

• Shall possess telephone etiquette, excellent communication and customer service skills.

Work Environment/Physical Requirements: 

• The work will be performed in an office setting located within Yokota AB, Japan.
• There is continual low volume noise due to the close proximity of the workstations and the constant conversations between the staff and patients on the phone. In this situation, it is required that the individual be able to maintain attention, communication, and have a positive interaction with the patients and staff.
• The work is mainly sedentary, but may require walking, bending, standing, and/or carrying of light items such as files, manuals, and medical records.
• The position requires you to be seated for extended periods of time and to have sufficient dexterity to operate a computer keyboard.
• You shall be able to see and read the computer monitor and telephone console.
• You shall be able to hear callers and clearly relay verbal instructions.