Patient Appointment Services (PAS) - Supervisor

Description

• Veterans and Military Spouses Encouraged to Apply
• Civilian position supporting the military community

• Paid Time Off - 10 8-hour days
• Paid Holidays - 11 days
• Paid Sick Time
• Company-funded match and safe harbor 401(k)
• Medical, Dental and vision plans available
• Life insurance and accidental death plans available
• Short-term and long-term disability plans available
• TRICARE Supplemental available
• Supplemental Benefit plans available
• Employee Assistance Program
• Pet Insurance Plans available
• Will Preparation Services available

• 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 Military Treatment Facility (MTF) primary or specialty care appointments, as well as completing requests for cancellations and appointment rescheduling.
• The work includes completing outbound calls to facilitate the timely scheduling of specialty appointments in support of specialty referrals generated by an MTF Health Care Provider (HCP).
• Appointing services also include outbound calls to facilitate scheduling of preventative health appointments and surgery reminder calls.
• With the expansion of integrated specialty service lines at sister MTFs, appointing agents will serve an important role in scheduling and coordinating appointments with other PSMHS MTFs in order to meet beneficiary health care needs within TRICARE access standards.
• RMS processing supports the timely scheduling of specialty care referrals ordered by MTF HCPs. RMS services span a range of functions to include, but not limited to: identifications of specialty referrals to be deferred to the network, ensuring processing in accordance with DHA timeliness, and tracking status of network referrals. To achieve DHA quality standards for access to specialty care, the processing of these referrals is highly time-sensitive.
• The contractor's role includes a review of each MTF generated referral and determining a disposition as either "Appoint to MTF" or "Defer to Network (DTN)" based on specific MTF specialty clinic capabilities, capacities, and DHA access to care standards.
• The contractor likewise plays an important role in maximizing the retention of specialty care within the MHS to support the readiness of the Medical Force, within capability and capacity parameters.
• CLRS are an essential component of the quality care continuum.
• CLR services span a range of functions to include, but not limited to: monitoring care delivered in the MCSC network and ensuring the return of clinical care documentation to the MTF in accordance with DHA timeliness standards. MTF enrolled beneficiaries who are referred to civilian network care due to limitations in MTF specialty capability and/or capacity return to their MTF referring provider for care management. The referring MTF HCP is reliant on the conclusions and recommendations documented in the CLRS.
• The CLRS ensures the retrieval of health care records from the civilian provider and the delivery of those documents to the beneficiaries' medical record.
• The contracted services includes the upload of network care (CLRS) results into the electronic health record as well as conducting outbound calls and faxes in order to provide full accounting for network care results based on appointment and network claims data.
• Additional contracted services include processing Secure Message Service (SMS) 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.

• Oversee daily staff activities and performance metrics to ensure overall program success.
• Collaborate closely with Project Manager, external business partners, and organizational leadership.
• Review and approve employee timekeeping records in a timely and accurate manner.
• Develop and provide solutions to support departmental implantation plans and operational objectives.
• Compile and deliver monthly data reports to ensure alignment with contract metrics and requirements.
• Manage employee performance by maintaining detailed documentation of deficiencies, improvement opportunities, and positive feedback, and conduct regular performance reviews with direct reports.
• Monitor, coach, and support call center agents to ensure adherence to performance expectations and quality standards.
• Evaluate, track, and analyze agent performance metrics including call handling time, customer satisfaction, and script adherence.
• Delegate/distribute workloads as needed.
• Ensure all agents adhere to company policies, procedures, and compliance standards.
• Address any conflicts or issues that arise among team members, aiming to maintain a positive work environment.
• Identify opportunities to improve processes, workflows, and service quality, implementing changes as appropriate.
• Partner with internal departments and organizational leadership to support seamless operations across the organization.
• Participate in meetings, briefings, and discussions as required to support business and operational needs.
• Oversee assigned internal departments, including but not limited to: Protocols, Policies, Outbound, etc.
• Manage projects and operational initiatives, ensuring alignment with organizational objectives and compliance standards.
• Lead and support a team of remote, hybrid, and/or in-office agents using modern technology for coaching, meetings, and performance development.

• High school diploma or General Educational Development (GED) equivalency
• 3 years management experience, in which two years shall be management of professional and administrative personnel
• Medical terminology/experience required for RMS/CLR Supervisor.
• Demonstrated experience working closely with senior personnel, government employees, and other contractors
• Capable of establishing mission-oriented teams and resolving personnel issues in a timely fashion.
• Familiar with performance management, quality control, accounting and finance standards/practices.
• Working knowledge of military healthcare processes and health administration (highly preferred).
• Experience managing a fast-paced, high-volume call center (highly preferred).
• Proficiency in Microsoft 365 including Teams, Excel, and Outlook, with the ability to efficiently navigate and use these tools in a professional work environment.
• Strong computer literacy, including the ability to learn and adapt to new systems, applications, and technologies.
• Demonstrate superior customer service skills, with a professional, courteous, and solutions-oriented approach to internal and external customers.
• Strong verbal and written communication skills, with the ability to communicate information clearly, accurately, and professionally.
• Proven critical thinking and problem-solving skills, with the ability to analyze situations, identify solutions, and make sound decisions.
• High level of attention to detail and accuracy in completing work and maintaining records.
• CXOne, MHS Genesis, and other call center software experience (preferred).
• Must be a US Citizen