Lead Medical Appointment Clerk (Supervisor)

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
• Licenses/Certifications: 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.
• Avoid approving leave, address employee issues, and resolve patient complaints as required.
• Ensure compliance with HIPAA, Privacy Act, and DoD security policies.