Medical Office Clerks

Overview

ERP International, LLC is seeking Medical Office Clerks for full‑time positions supporting Naval Medical Center San Diego and surrounding clinics. Positions support the following locations:

• DBC EASTLAKE Primary Care
• DBC MIRAMAR Primary Care
• DBC NASNI Primary Care
• DBC NAVBASE Primary Care
• DBC PT LOMA Primary Care
• DBC NMCSD Radiology
• DCSS NMCSD Breast Health Clinic

Schedule:

Monday - Friday  – 8.5 hour shifts. No holidays, on‑call, or weekends.

• Greets patients/visitors at a clinic front desk.
• Checks patients in for encounters.
• Answers main office phone line.
• Schedules medical appointments and determines patient eligibility for services as needed.
• Obtains documentation as requested by healthcare providers.
• Performs other administrative and clerical duties in support of medical care.
• Creates appointment schedules and templates in the patient appointment computer system.
• Conducts end‑of‑day process and resolves any pending appointments.
• Provides customer service by telephone and/or in person.
• Assists patients and families with contacting social services, chaplains, health benefits advisors, or admission personnel.
• Creates pre‑admission charts and completes the process in the electronic reporting systems.
• Corrects admission errors.
• Prepares and files weekly and monthly reports based on logs and files; operates facsimile machine and photocopies records.
• Enters doctor’s orders for lab and x‑ray tests, retrieves lab data via medical information system, and forwards urgent reports to the Staff Physician.
• Attends and participates in training and meetings to maintain skills.
• Performs administrative procedures related to follow‑up and tracking.
• References laboratory orders, results, and reports on government computer systems and records.
• Communicates with referring laboratories or providers to solve problems.
• Accession patients into laboratory rosters with accession numbers; updates status daily.

• The contract staff operates a call center that manages inbound and outbound calls, validates beneficiary eligibility, and schedules appointments to provide timely access to quality care.
• Outbound calls are made to schedule specialty appointments for beneficiaries who have received a direct‑care referral.
• Calls are recorded with government‑supplied computers interfacing with the Military Healthcare System GENESIS (MHSG).
• Calls are documented in MHSG using current DHA and SDMHS policies.
• Appointment requests are processed via Secure Messaging System (SMS), including preventive health appointments and surgery reminders.
• Outbound notification letters are generated for beneficiaries referred to direct‑care specialty clinics.
• Beneficiary eligibility is verified via the Defense Enrollment Eligibility Reporting System (DEERS); patient demographics are updated and appointments scheduled for MTF primary or specialty care.
• All outbound call procedures follow DHA IPM 18‑001 and SDMHS business rules, maintaining HIPAA compliance.
• Appointing agents ensure phone lines are staffed with trained personnel to meet projected call volumes and performance standards during business hours.
• Procedures are in place for appointment cancellation, rescheduling, and error correction for all inbound and outbound calls.
• Agents match beneficiary requests with the appropriate ATC category, appointment types, and detail codes to appoint beneficiaries to providers within DHA standards.
• Agents comply with call abandonment, wait time, and blocked call rate metrics to maintain service levels.
• When direct‑care access is unavailable, the contractor informs patients of network deferral options and routes referrals accordingly.
• Contingency plans address inclement weather and other events, ensuring staffing for large‑volume appointment cancellation notifications and rescheduling.
• All service performance standards are maintained through contingency plan approvals and tabletop exercises with MTFs.

• Operational procedures for systems outages, contingency plans, and tabletop exercises to ensure continuity of registration and appointing services.
• Inclement weather plans detailing staffing and notification procedures.
• Traini…