Medical Appointment Clerk - Lead

Medical Appointment Clerk - Lead Job Overview

• Adhere to assigned work schedule and attendance standards.
• Ensure compliance with government contractual requirements and DHA / MTF policies.
• Uphold confidentiality in accordance with Health Insurance Portability and Accountability Act (HIPAA) and The Joint Commission (TJC) standards.
• Maintain professionalism and courtesy in all interactions with beneficiaries, staff, and government representatives.
• Demonstrate reliability, adaptability, and commitment to PIRMAC's mission of delivering exceptional patient access and support.
• Foster a positive, team‑oriented environment that encourages engagement, productivity, and retention.

• Supervise daily operations of staff day‑to‑day activities and metrics to ensure program success.
• Monitor and report on call volume, performance metrics, and quality assurance results to ensure compliance with contractual and DHA standards.
• Collaborate with the Program Manager, FSR, and Coho leadership to achieve operational goals and continuous improvement.
• Conduct coaching sessions, performance reviews, and staff training to promote professional development and accountability.
• Maintain timekeeping and attendance records, ensuring accurate and timely submissions.
• Review system workflows and recommend process enhancements to increase efficiency and accuracy.
• Support quality assurance and activities by monitoring calls and appointment documentation for adherence to performance standards.
• Promote an environment of teamwork, professionalism, and respect across all staff levels.
• Assist with interdepartmental communication and coordination between Appointing, RMS, and CLR.
• Perform additional duties as assigned to support Wright Patterson Medical Appointment Department mission and contract performance objective.

• High school diploma or General Educational Development (GED) equivalency.

• Skilled in Microsoft 365 and other software programs.
• Excellent interpersonal and customer‑service skills, proper telephone etiquette.
• Ability to critically think, define problems, and obtain solutions.
• Must be able to obtain clearance to be granted a Common Access Card (CAC).
• Must be able to clearly communicate, verbally and written, with coworkers and clinic staff.
• Healthcare administrative experience—preferred.
• Call center experience—preferred.
• Critical‑thinking skills and attention to detail.
• Receptive to feedback.
• Ability to navigate and utilize computer systems effectively.

• Health and Welfare Fringe Benefits: $5.09 per hour.
• Paid Holidays—11 days.
• Company‑funded match and safe harbor 401(k).
• Medical, Dental and Vision plans available.
• Life insurance and accidental death plans available.
• Short‑term and long‑term disability plans available.
• TRICARE Supplemental available.
• Supplemental Benefit plans available.
• Employee Assistance Program.
• Pet Insurance Plans available.
• Will Preparation Services available.

Epic Government dba FSR is an Equal Opportunity

Employer:

disability / veteran / military spouse.