SUMMARY: The contractor shall provide administrative support at Naval Health Clinic Quantico, VA and associated branch locations. The contractor will work in conjunction with other health care providers, professionals, and non-contract personnel.

QUALIFICATIONS:

1. A fully qualified typist (computer keyboard) with a minimum of 50 wpm is required.
2. Ability to communicate effectively, both orally and electronically.
3. Must have a good command of the English Language both oral and written.
4. Must have excellent customer service skills and telephone etiquette
5. Use of standard office equipment, such as personal computers, copiers, fax machines, and telephone systems.
6. Must have the ability to understand, analyze, and interpret medical information.
7. Must have the experience in verifying data and correcting errors.
8. Be a U.S. citizen.

EDUCATION/CERTIFICATION:

1. Must have High School diploma or General Educational Development (GED) equivalency.
2. Certifications in addition to Basic Life Support: N/A

EXPERIENCE:

1. Minimum of six months experience within the past year related to working in a medical environment with emphasis on healthcare. At least 6 months of experience in medical office scheduling.
2. Working knowledge and experience utilizing the following: MHS Genesis preferred

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS:

Work is primarily sedentary. However, there may be some physical demands. Requirements include prolonged walking, standing, some sitting or bending, and preparation of conference rooms for meetings

UNIQUE MILITARY HEALTH CARE SYSTEMS/PROCEDURES:

1. MHS Genesis

2. Composite Healthcare System (CHCS)

3. Armed Forces Health Longitudinal Technology Applications (AHLTA)

4. MHS Video Connect preferred

PERFORMANCE OUTCOMES:

1. MSS Personnel shall receive, greet, and inform patients, visitors, and hospital personnel and provide accurate responses in a friendly, courteous, and concerned manner.
2. MSS Personnel shall fax, copy, scan, print, and type documents to complete daily tasks listed within this contract and the MTF SOPs.
3. MSS Personnel shall schedule medical appointments and determines patient eligibility for services from phone calls, secured messaging or other methods used for appointment requests. Supports PCM by name processing for appointment and appropriate access to care timeframes during allocation of standard appointment types.
4. MSS Personnel shall utilize the Composite Healthcare System (CHCS), the Armed Forces Health Longitudinal Technology Applications (AHLTA), and various other databases in support of patient care and to satisfy administrative requirements.
5. MSS Personnel shall maintain a level of productivity comparable with that of other individuals performing similar services.
6. MSS Personnel shall perform clerical duties to include greeting patients and staff in a friendly and professional manner. MSS Personnel shall answer the phone, take, and deliver messages, schedule clinical appointments, and remind providers of important agenda items. MSS Personnel shall perform faxing, copying, and scanning duties, as well as retrieving and filing patient documents and records. MSS Personnel shall make patient appointment reminder calls, update patient database profiles, and utilize secure messaging as required. MSS Personnel shall pull records and file documentation as needed. MSS Personnel shall confirm medical records are available for upcoming appointments on provider schedules.
7. MSS Personnel shall interact with patients, their families, staff, and other care team members to coordinate care in a professional manner.
8. MSS Personnel shall call patients or respond to secure messaging requests as needed to schedule, reschedule, and/or cancel appointments. Promotes consult/referral specialty medical care within the MTF or at civilian facilities. Provides patient with specific visit instructions.
9. MSS Personnel shall handle information requests with courtesy, accuracy, and respect for the patient’s confidentiality.
10. MSS Personnel shall verify beneficiary eligibility utilizing the Defense Enrollment Eligibility Reporting System (DEERS), Composite Health Care System (CHCS), and Enterprise-Wide Referral and Authorization System (EWRAS). MSS Personnel shall assist with registration as required.
11. MSS Personnel shall verify and update the patient demographics as required in CHCS.
12. MSS Personnel shall update patient data by utilizing communication and management tools including but not limited to: Armed Health Longitudinal Technology Application (AHLTA), CHCS, Care Point, Integrated Clinical Database (ICDB), MHS Genesis and Secure Messaging.
13. MSS Personnel shall assist patients with secure messaging enrollment.
14. MSS Personnel shall request for Other Health Information (OHI).
15. MSS Personnel shall ensure all encounters are accounted for (End of Day) and dispositioned appropriately.
16. MSS Personnel shall provide the care team with their daily schedule and notify them of patient concerns or needs. MSS Personnel shall ensure patient medical reports are available for the provider prior to each scheduled visit for prescreening.
17. MSS Personnel shall prepare patient electronic health record (EHR), including appropriate forms, prior to the patient appointment (i.e., school physical). In the event of EHR failure, MSS Personnel shall manually prepare patient paperwork.
18. MSS Personnel shall assist in preparation of patient notices (telephonically or form letter formats) for appointment reminders, no shows, or reschedule/cancellations.
19. MSS Personnel shall notify patient and or care team member if there is a delay or adjustment to any patient appointment time or of concerns.

20. MSS Personnel shall notify the patient of their upcoming appointment and requirements three business and one business day prior to appointment. MSS Personnel shall call patients to schedule appointments for routine follow up, readiness, population health and promotion appointments.

21. MSS Personnel shall respond and appropriately process secured messaging requests within six (6) business hours of request.

22. MSS Personnel shall initiate a telephone consult and submit to the appropriate clinician based on clinic protocols.

23. MSS Personnel shall accurately enter patient information in the database and schedule patient appointments within Access to Care guidelines.

24. MSS Personnel shall assist the patient with follow-up appointments or specialty care referrals. MSS Personnel shall assist with clinic check-out and follow-up visits by reviewing post-visit needs with the patient and schedule appropriately.

25. MSS Personnel shall assist patients by directing or escorting them to other clinical services (laboratory, radiology, pharmacy, immunizations) as required.

26. MSS Personnel shall ensure standard questionnaires and/or performance surveys are provided to the patient for completion in accordance with clinic protocol and given to appropriate support personnel.

27. MSS Personnel shall utilize the patients’ preferred method of communication (phone, e-mail, secure messaging) to provide updates on the patient case.

28. MSS Personnel shall provide patient privacy and adhere to the Health Insurance Portability and Accountability Act (HIPAA) and personally identifiable information (PII) policies.

29. MSS Personnel shall participate in performance improvement projects as it fits in their roles. MSS Personnel shall attend training as needed to understand their role in the improvement of the organization. MSS Personnel may be requested to provide input or data on a process in which they perform in their daily routines. The improvement process would be expected to improve business processes and not degrade MSS Personnel capabilities.

30. MSS Personnel shall initiate patient access to Behavioral Health Data Portal based on clinical guidelines.

31. MSS Personnel shall provide reports for ongoing quality improvement initiatives and provide to the care team as required.

32. MSS Personnel shall attend meetings, and complete trainings as required by the clinic.

33. MSS Personnel shall provide a monthly workload statistics report to the Director and the COR by the 5th business day of the month, using the attached template (see Exhibit 5). The workload statistics report shall include: (a) number of phone calls received; (b) number of appointments scheduled; (c) number of appointment call reminders performed; (d) number of secured messaging processed; (e) number of documents scanned into the patient record; (f) number of DD2569 forms accepted; (g) number of calls received to cancel/change appointment times; (h) number of telephone consults created.

34. MSS Personnel shall scan notes, forms, and documents to be entered into the patients’ medical record daily.

35. MSS Personnel shall print out SF 600 and SF 508 utilizing CHCS/AHTLA data for next day’s appointment schedule.

36. MSS Personnel shall prepare templated patient correspondence letters for provider signature/endorsement.