Lead Medical Appointment Clerk

Qualifications

• Education: High School Diploma or GED equivalent.
• Experience: Minimum 6 months’ experience in medical appointment scheduling within a clinical setting.
• 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.
• Acknowledge and address employee issues, and resolve patient complaints as required.
• Ensure compliance with HIPAA, Privacy Act, and DoD security policies.