Overview 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. Summary: As a part of the Goldbelt TAKU Team, 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. As a HealthCare Worker (HCW), you will be assigned to either a Military Treatment Facility (MTF) or other Federal medical treatment facilities in Japan. Responsibilities Essential Job Functions: The contract employees shall answer incoming telephone calls and verify, offer, or cancel patient appointments in the Electronic Health Record system (EHR) for primary care, specialty and subspecialty medical care as dictated by MTF Booking Protocols and Standard Operating Procedures (SOPs). Call patients to schedule, reschedule, and/or cancel appointments as needed, to include appointments for consult/referral specialty care within the MTF or at civilian facilities. If needed, a translator for Japanese speaking patients is available upon request. Enter telephone consults, also known as T-Con, In-Between Encounters (IBEs) or messages, conducted with patients to the staff on the Medical Provider teams in the EHR. If the nature of the patient’s request cannot be resolved by contract employee staff, the call will be transferred to the most appropriate destination if the destination for the call is available. Call Waiting Time: The time the caller is on hold waiting to speak to contract employees. 90% of calls need to be answered within 90 seconds. Average Speed of Answering: The average speed that if takes contract employees to answer the phone shall be less than 45 seconds. Call Abandonment: The number of callers whose calls were received by the telephone switchboard, but who disconnected (i.e., hung up) before the contract employees could answer the telephone. The percent of calls abandoned shall be below 8%. Average Call Talk Time: The average talk time that contract employees actually talk to a patient shall be (3) minutes (180 seconds) or less. No more than 3 validated customer complaints per month submitted, but not limited to, in-person, by automated system (e.g., Interactive Customer Evaluation [ICE]), or other. Required to find clinic information and appointment criteria located in EHR. Contacts clinic personnel when appropriate to clarify appointment issues or to assist patients in getting an appointment that the contract employees do not have permission to book. Enters Telephone Consults (T-Con, IBE, or message) into the EHR when required by the booking protocols and SOPs. The contract employees are responsible for independently dealing with each caller. The contract employees must determine what appointment type best meets the patient’s needs and schedule the patient, accordingly, ensuring that the access-to-care standard is met. The contract employees must be able to recognize when to refer a patient to the Urgent Care or to a Registered Nurse. Maintains positive customer service practices and proper phone etiquette. Contract employees shall engage in positive personal interactions with patients, medical staff, and co-workers. Utilizes EHR System to facilitate maintenance of appointment slots, rescheduling options, or cancellation processing. Validates basic patient demographic information prior to booking appointment for patients. Makes required updates in the EHR. Calls patients as needed to schedule, reschedule, and/or cancel appointments. May assist in preparation of patient notices (telephonically or form letter formats) for appointment reminders, no shows, or reschedule/cancellations, and other administrative duties. Related to scheduling patient appointments. May attend meetings/training deemed appropriate by the Group Practice Manager (GPM) that involves information regarding clinic appointments. In the event of communication system outages, will operate and provide appointing services in-person at a patient interfacing front desk, by MTF provided cellular phones, or other medium to support the continuity of operations. Qualifications Necessary Skills and Knowledge: Maintain a level of productivity comparable with that of other individuals performing similar services. Adhere to and comply with the Department of the Navy, Bureau of Medicine and Surgery, and local instructions and notices in effect during the term of the contract. Practice aseptic techniques as necessary; comply with infection control guidelines to include the proper handling, storage, and disposal of infectious wastes, and the use of universal precautions to prevent the spread of infection. Function with an awareness and application of safety procedures. Apply an awareness of legal issues in all aspects of patient care and strive to manage situations in a reduced risk manner. Exercise awareness and sensitivity to patient/significant others' rights, as identified within the MTF. Maintain an awareness of responsibility and accountability for own professional practice. Maintain DoD email account as directed by government supervisor. Exercise appropriate delegation of tasks and duties in the direction and coordination of health care team members, patient care, and clinic activities. Each HCW providing service under this contract or resultant task orders shall undergo an orientation and shall complete mandatory Navy and DoD on-line training as required. Be able to comply with all applicable Federal, State, and local laws, Department of Defense, Department of Navy, Bureau of Medicine and Surgery, and MTF instructions and policies. Proficiency in Microsoft Office software applications including Word, Excel, Access, PowerPoint, and Outlook. The position requires the individual to be seated for extended periods of time and to have sufficient dexterity to operate a computer keyboard. The individual shall be able to see and read the computer monitor and telephone console. The individual shall be able to hear callers and clearly relay verbal instructions. Receive on the job training and be required to be knowledgeable of how to book appointments for clinics within the MTF and understand how to book appointments using the appropriate appointment type (24HR, FTR, etc.). The contract employees will ensure that appointments are booked within access-to- care standards, as well as follow all MTF booking protocols and guidance. Minimum Qualifications: A fully qualified typist (computer keyboard) with a minimum of 50 WPM is required. Use of standard office equipment, such as personal computers, copiers, fax machines, and telephone systems. Possess general medical ethics, telephone etiquette, and excellent communication and customer service skills. High school diploma or General Educational Development (GED) equivalency. At least 6 months of experience in medical office scheduling. The work is mainly sedentary, but may require walking, bending, standing, and/or carrying of light items such as files, manuals, andmedical records. English Language Requirement: The Contractor and all employees performing services shall either be a native English speaker or shall be proficient in understanding (reading, speaking, listening, and writing) English. They shall be capable of effectively communicating with patients and MTF staff. Must be a US citizen. Preferred Qualifications: A thorough understanding of the military lifestyle and experience working with military family members. Working knowledge of relevant military, state, federal, and local laws and resources. Highly developed written, oral, and presentation communication skills. Pay and Benefits At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.