General Job Description  

The Puget Sound Military Appointing Center is a centralized services center that serves as the primary point of contact for PSMHS beneficiaries as they seek healthcare services and is therefore a critically important resource in our healthcare delivery system. 

• Call center manages inbound and outbound calls from beneficiaries 

• Serve an important role in scheduling and coordinating appointments with other PSMHS MTFs to meet beneficiary health care needs within TRICARE access standards. 

• Patient Appointing Clerk services span a range of functions to include, but not limited to, verifying beneficiary eligibility via the Defense Enrollment Eligibility Reporting System (DEERS) system, updating patient demographic information, and scheduling beneficiary requests for MTF primary or specialty care appointments, as well as completing requests for cancellations and appointment rescheduling. 

• Completing outbound calls to facilitate the timely scheduling of specialty appointments in support of specialty referrals generated by an MTF Health Care Provider. 

• Outbound calls to facilitate scheduling of preventative health appointments and surgery reminder calls. 

• Processing Secure Message Service transmittal requests for appointments, drive-time mapping capabilities in support of specialty care appointing, as well as outbound letters to beneficiaries referred for MTF specialty care. 

Duties 

• Schedule, reschedule, and/or cancel appointments as well as correct appointment booking errors for all inbound and outbound calls and correspondence IAW DHA business policies and procedures. 
• After validation of eligibility, the appointing agent shall interpret the beneficiary's request for an appointment and apply the appropriate appointing criteria and directives to the request IAW DHA IPM 18-001. 

• Ensure appointing agents cancel, and if appropriate, reschedule beneficiary appointments at the request of the beneficiary IAW PS eMSM standardized business procedures. 

• Maximize utilization of direct care capacity and will ensure that beneficiaries are scheduled at a PS eMSM MTF within DHA ATC standards as well as drive time standards from residence to MTF 

• Patients will be scheduled for MTF healthcare appointments in accordance with access to care and specialty drive-time standards. 

• Responsible for mailing specialty care appointment information to beneficiaries 

• Validate DEERs eligibility 

• Employ standard customer service scripts provided by the PSMHS for all PAS, RMS, and CLRS staff to optimize a positive patient experience. 

• Must report up to management and stakeholders as required 

• Adhere to all rules and regulations including but not limited to HIPAA, TJC 

• Foster a positive work environment 

• Treat all encounters professionally 

• Other duties as assigned 

PayRate:  $20.34-$24.88

Work Hours: Monday-Friday 11am-8pm

Job Qualifications: 

• High school diploma or General Educational Development (GED) equivalency 

• Skilled in Word, Excel, Access, and other software programs 

• Excellent communication, interpersonal and customer service skills 

• Able to define problems and obtain solutions 

• 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 able to clearly communicate, verbally and written with coworkers and clinic staff. 

• Healthcare administrative experience - preferred 

• Health Plan experience – preferred 

• Provider Relations or Member Service experience – preferred  

Essential HealthCare Solutions is an Equal Opportunity Employer: disability/veteran/military spouse

Essential HealthCare Solutions shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.