Lead Medical Appointment Clerk (Supervisor)

We are currently hiring a detail-oriented Lead Medical Appointment Clerk to support daily clinical operations by managing patient scheduling, coordinating provider calendars, and maintaining the highest standards of customer service and confidentiality. This role is essential to maintaining workflow efficiency, minimizing appointment gaps, and supporting quality patient outcomes.

Qualifications:

• Education: High School Diploma or General Educational Development (GED) equivalent.
• Experience:

• Minimum 6 months’ experience in medical appointment scheduling within a clinical setting
• Typing speed of at least 50 WPM
• Demonstrated supervisory or lead experience preferred
• Strong customer service, communication, and organizational skills

• License / Certification: Basic Life Support (BLS) certification (AHA or Red Cross) required

Responsibilities:

• Supervise and coordinate daily operations of Medical Appointment Clerks supporting patient appointment services.
• Manage staff schedules and coverage to ensure uninterrupted services during all hours of operation.
• Oversee appointment scheduling, rescheduling, and cancellations in MHS GENESIS in compliance with access-to-care standards.
• Monitor call center performance metrics, including wait times, abandonment rates, and first-call resolution.
• Train, mentor, and evaluate staff to ensure compliance with DHA appointing procedures and customer service standards.
• Serve as the primary liaison between appointment staff and clinic leadership to resolve scheduling and access issues.
• Prepare and submit required performance and quality reports to Government leadership.
• Approve leave, address employee issues, and resolve patient complaints as required.
• Ensure compliance with HIPAA, Privacy Act, and DoD security policies.