Lead Medical Appointment Clerk

Job Title: Lead Medical Appointment Clerk (Supervisor) Location: 78th Medical Group, Robins Air Force Base, Warner Robins, GA 31098 Tentative Start Date: 16 May 2026 No. of FTEs Required: 1 FTE Work Schedule: Monday-Friday, 0730–1630 (9-hour shift with 1-hour unpaid meal break); 40 hours/week Documents Required for Submission: Updated Resume (With all gaps explained) Basic Life Support (BLS) certification (AHA or Red Cross) required  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 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.