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About the Role
Goldbelt TAKU Health Services is accelerating healthcare delivery and providing superior force health readiness across the military, federal, and civilian landscapes. As a HealthCare Worker (HCW), you will be supporting the Naval Logistics Command with medical services for active-duty military personnel, their dependents, eligible DoD civilian employees, and other eligible beneficiaries designated by the Government in Japan.
Responsibilities
- Answer incoming telephone calls and verify, offer, or cancel patient appointments in the Electronic Health Record (EHR) system.
- Schedule, reschedule, and/or cancel patient appointments as needed, including specialty care appointments.
- Enter telephone consults (T-Con, IBE, or message) into the EHR.
- Transfer calls to the most appropriate destination if the patient's request cannot be resolved.
- Meet call waiting time standards: 90% of calls answered within 90 seconds.
- Meet average speed of answering standard: less than 45 seconds.
- Meet call abandonment standard: below 8%.
- Meet average call talk time standard: 3 minutes or less.
- Maintain no more than 3 validated customer complaints per month.
- Find clinic information and appointment criteria located in EHR.
- Contact clinic personnel to clarify appointment issues or assist patients.
- Independently determine the best appointment type to meet patient needs and schedule accordingly.
- Refer patients to Urgent Care or a Registered Nurse when necessary.
- Maintain positive customer service practices and proper phone etiquette.
- Utilize EHR System to manage appointment slots, rescheduling, or cancellations.
- Validate basic patient demographic information prior to booking appointments and make necessary updates in the EHR.
- Assist in preparing patient notices for appointment reminders, no shows, or cancellations.
- Attend meetings/training related to clinic appointments as deemed appropriate.
- Operate and provide appointing services in-person or via alternative mediums during communication system outages.
Requirements
- Maintain a level of productivity comparable to peers.
- Comply with Department of the Navy, Bureau of Medicine and Surgery, and local instructions.
- Practice aseptic techniques and comply with infection control guidelines.
- Function with an awareness and application of safety procedures.
- Apply an awareness of legal issues in patient care.
- Exercise awareness and sensitivity to patient/significant others' rights.
- Maintain awareness of responsibility and accountability for own professional practice.
- Maintain DoD email account as directed.
- Exercise appropriate delegation of tasks and duties.
- Complete mandatory Navy and DoD on-line training.
- Comply with all applicable Federal, State, and local laws, and DoD, DoN, BUMED, and MTF instructions and policies.
- Proficiency in Microsoft Office software applications (Word, Excel, Access, PowerPoint, Outlook).
- Ability to sit for extended periods, operate a computer keyboard, see and read a computer monitor and telephone console, and hear callers clearly.
- Receive on-the-job training and become knowledgeable of MTF booking procedures and access-to-care standards.
- A fully qualified typist with a minimum of 50 WPM.
- Experience using standard office equipment (personal computers, copiers, fax machines, telephone systems).
- Possess general medical ethics, telephone etiquette, and excellent communication and customer service skills.
- High school diploma or GED equivalency.
- At least 6 months of experience in medical office scheduling.
- Ability to perform sedentary work with occasional walking, bending, standing, and carrying light items.
- Proficient in understanding and communicating in English (reading, speaking, listening, writing).
- Must be a US citizen.
Skills
- Electronic Health Record (EHR) system usage
- Appointment scheduling, rescheduling, and cancellation
- Telephone communication
- Customer service
- Microsoft Office Suite (Word, Excel, Access, PowerPoint, Outlook)
- Medical office scheduling
- Typing (50 WPM)
- Using standard office equipment
- Medical ethics
- Telephone etiquette
- Communication skills
- Aseptic techniques
- Infection control
- Safety procedures
- Legal awareness in patient care
- Patient rights awareness
- Delegation
- Understanding of military lifestyle (preferred)
- Working knowledge of military, state, federal, and local laws/resources (preferred)
- Written communication skills (preferred)
- Oral communication skills (preferred)
- Presentation skills (preferred)
Location
- Japan
Work Type
- Full-time
- Onsite
Experience Level
- 6 months of experience in medical office scheduling
- Active security clearance (preferred)
Education Level
- High school diploma or GED equivalency
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan with company matching
- Tax-deferred savings options
- Supplementary benefits
- Paid time off
- Professional development opportunities
About the Company
- Goldbelt TAKU Health Services is accelerating healthcare delivery and providing superior force health readiness across the military, federal, and civilian landscapes.
- Goldbelt TAKU is committed to providing transformative and comprehensive health operational capabilities to support customers across scientific, clinical, technological, and program management areas.