**SUMMARY** 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. **ESSENTIAL DUTIES & 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. + 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 MHS Genesis system tools. + Validate basic 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 for appointment reminders, no shows, or reschedule/cancellations. + Ensure delinquent and non-count appointments shall be resolved daily by 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 five 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 MHS Genesis. 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 of patient referral cancellations. + 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 network folder by MTFs. + Maintain regular and punctual attendance. + Perform other duties as assigned. **SUPERVISORY RESPONSIBILITIES** None. **MINIMUM QUALIFICATIONS** + High School Diploma or GED required. + At least six (6) months of experience in a customer service-related industry. + Must be proficient in writing and understanding English. Must be able to clearly speak English and be understood by patients and clinic staff. + Possess or complete Privacy Act and HIPAA, Data-Safeguarding, Anti-Terrorism, Interacting with Government Employees, MHS Genesis, 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 MHS Genesis training. + Possess or complete training on the MHS Genesis function and the MHS Genesis appointing function. + Possess or complete training on the secure messaging platform and be capable of managing inbox volume. + Must be able to obtain clearance to access the work site located on a military installation and be granted a Common Access Card (CAC). + Must obtain and maintain any necessary security access and/or background checks (U.S. citizenship required). **DESIRED QUALIFICATIONS & SKILLS** + Training and experience in medical office scheduling preferred. + General medical ethics, telephone etiquette, and written, verbal, and electronic communication skills, along with excellent interpersonal abilities. + Excellent customer service skills. + Operational computer skills with general working knowledge of word processing, and Microsoft applications (including Windows, Word, Excel, Outlook). + Able to define problems and obtain solutions. **WORK SCHEDULE** Full-time. May be required to work additional hours as needed to complete assignment or project. **TRAVEL** None. **DRIVING REQUIREMENT** None. **WORK ENVIRONMENT** Work is primarily performed in a professional office setting, including the normal office equipment (e