Administrative Assistant - Appointment Line

Decypher; Lakenheath; On-site; GBP 15,000 - 22,000; Full time

Job summary

Decypher seeks a Medical Administrative Specialist to manage inbound/outbound calls, schedule appointments, and coordinate referrals for primary and specialty care.

You'll use ACD and TRICARE Online to ensure timely access, maintain records, verify eligibility, and support clinicians and clinic staff. U.S. citizenship is required.

Qualifications

• Education: High school diploma or GED; admin program desirable.
• Certifications: Basic Life Support (BLS).
• Experience: 6+ months scheduling/referrals in medical offices.
• Typing: minimum 50 WPM.
• Strong customer service and office admin skills.
• English reading/writing/speaking proficient.
• HIPAA, medical terminology, and records management.
• Familiar with TRICARE Online and government guidelines.

Responsibilities

• Engage with patients via phone and electronic communications.
• Generate and deliver telephone messages to providers and staff.
• Manage referrals and schedule appointments.
• Utilize ACD and TRICARE Online for access.
• Verify eligibility and maintain accurate records.
• Answer main office lines and direct calls.
• Attend training per facility policies.
• Perform general administrative duties as needed.

Skills

Typing 50 WPM

Customer service

Office administration

English proficiency

Microsoft Office

HIPAA knowledge

Medical terminology

Referral management

Telephone etiquette

Data entry

Education

High school diploma / GED

Administrative assistant program desirable

Tools

ACD system

TRICARE Online

Microsoft Word

Microsoft Excel

Microsoft Access

Windows OS

Job description

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Join Decypher and make a direct impact on the health and readiness of America’s service members, veterans, and their families. Since 2008 Decypher has offered healthcare industry professionals careers where their expertise is valued, and their work makes a meaningful impact. Decypher partners with the Defense Health Agency to deliver professional services, technology, and management solutions. Our mission is to provide and support quality care for our veterans, servicemembers and their families, across the United States.

Job Summary:

High-quality patient engagement and administrative support by managing inbound and outbound communications, scheduling appointments, coordinating referrals, and supporting primary and specialty care operations within a Medical Treatment Facility. Utilize systems such as ACD and TRICARE Online to ensure timely patient access, accurate records management, eligibility verification, and efficient coordination between patients, providers, and clinic support staff.

Required Qualifications:

• Education: High school diploma or General Educational Development equivalency. Completion of administrative assistant program is desirable
• Certifications:
  • Basic Life Support (BLS)
• Experience:
  • At least six (6) months of experience in medical office doing scheduling or referral management. Customer Service Training/experience.
  • A fully qualified typist (computer keyboard) with a minimum of 50 Words per Minute is required.
  • General office administrative and clerical skills to perform receptionist duties and answer telephones. Standard office equipment, such as personal computers, copiers, fax machines, and telephone systems.
  • An understanding of general medical ethics, telephone etiquette, and excellent communication, to be able to actively convey information through the exchange of thoughts, messages, or information, by speech or writing, with excellent customer service skills, a professional demeanor, appropriate interaction with clients and able to promote the best image of the government.
  • Able to read, write, and speak English well and should not suffer from any reading, writing, speaking or hearing limitations, so as to ensure effective communication with customers on the phone.
  • Basic knowledge and skill level includes: principles of excellent customer service; TRICARE benefits; quality control and risk management; medical terminology, medical forms and records management; HIPAA guidelines for release of medical information; general medical and legal ethics; excellent communications skills; strong organizational skills; and computer operations, including operational skills with Microsoft applications (Windows Operating system, Microsoft Word, Microsoft Access, and Excel,); personnel shall understand the importance of meeting deadlines. Knowledge of current ICD- 10 (International Classification of Diseases, tenth revision) coding desirable but not required.
  • Functioning knowledge of Government appointing MHS Guide to Access Success and referral management business rules (AFMS RMC Guide), Government appointing information systems, DHA, TJC or AAAHC, UEI, HIPAA, DoD Health Information Privacy Regulation (DoD 6025.18-R), the Privacy Act, and DoD Privacy Program (DoD 5400.11- R). The Contractor shall ensure that their staff has read the current AFMS RMC User Guide prior to start of work.

U.S. Citizenship is required

Key Responsibilities:

• Patient engagement; quickly and effectively manage and triage inbound/outbound phone calls and electronic communications.
• Generate, receive, and electronically deliver telephone messages (t-cons) to medical providers and clinic support staff.
• Referral management will be required to assist walk-in customers with referrals.
• Perform within one or more of the following business lanes regarding primary and specialty care:
  • Appointing Management
  • Consult Management
  • Utilize the Automated Call Distribution (ACD) system and TRICARE Online (TOL) Patient Portal Secure Messaging.
  • Identify appointment availability, schedule, cancel, and reschedule appointments
  • Disposition, review, schedule, and track referrals
  • Assist with Right of First Refusal (ROFR) determination
  • Manage the “cancellation line” feature
  • Verify beneficiary’s eligibility
  • Initiate efforts to capture network reports upon request of the referring provider
  • Maintain records management
  • Attend all training activities per local Medical Treatment Facility policies.
  • Perform other administrative and clerical duties in support of medical care and operational support as required.

Answer main office phone line(s) and direct calls to the appropriate section or handle independently.

Work Environment & Schedule:

Monday to Friday 8:00am to 5:30pm.

Compensation:

$18.00 per hour.

Physical requirements:

Must be able to sit for extended periods, use a computer for typing and data entry, and perform repetitive tasks with attention to detail. Occasionally requires standing, walking, and lifting light items (up to 10–20 lbs) while handling office equipment and supplies.

Decypher is an equal opportunity and affirmative action employer committed to a diverse and inclusive workforce (M/F/D/V)