Lead Medical Appointment Clerk

> | Job Title: Lead Medical Appointment Clerk (Supervisor)Location: 78th Medical Group, Robins Air Force Base, Warner Robins, GA 31098Tentative Start Date: 16 May 2026No. of FTEs Required: 1 FTEWork Schedule: Monday-Friday, 0730-1630 (9-hour shift with 1-hour unpaid meal break); 40 hours/weekDocuments Required for Submission:

> * Updated Resume (With all gaps explained)

> * Basic Life Support (BLS) certification (AHA or Red Cross) required

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Qualifications:

> * Education: High School Diploma or General Educational Development (GED) equivalent.

> * Experience:

> * Minimum 6 months' experience in medical appointment scheduling within a clinical setting

> * Typing speed of at least 50 WPM

> * Demonstrated supervisory or lead experience preferred

> * Strong customer service, communication, and organizational skills

> * License / Certification : Basic Life Support (BLS) certification (AHA or Red Cross) required

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Responsibilities:

> * Supervise and coordinate daily operations of Medical Appointment Clerks supporting patient appointment services.

> * Manage staff schedules and coverage to ensure uninterrupted services during all hours of operation.

> * Oversee appointment scheduling, rescheduling, and cancellations in MHS GENESIS in compliance with access-to-care standards.

> * Monitor call center performance metrics, including wait times, abandonment rates, and first-call resolution.

> * Train, mentor, and evaluate staff to ensure compliance with DHA appointing procedures and customer service standards.

> * Serve as the primary liaison between appointment staff and clinic leadership to resolve scheduling and access issues.

> * Prepare and submit required performance and quality reports to Government leadership.

> * Approve leave, address employee issues, and resolve patient complaints as required.

> * Ensure compliance with HIPAA, Privacy Act, and DoD security policies.

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