Katmai

Medical Support Assistant

Clinical Support & Patient AdministrationConfirmed live in the last 24 hours

Full-timePortsmouth, NH, USA

About the Job

Requirements

A high school diploma or GED is required.
At least six months of experience in a customer service-related industry is required.
Must be proficient in writing and understanding English and clearly speak English so patients and clinic staff can understand.
Must possess or complete Privacy Act, HIPAA, Data-Safeguarding, Anti-Terrorism, Interacting with Government Employees, MHS Genesis, appointment booking, and policy training in a trainer-to-trainer format.
Must possess or complete TRICARE online training and understand the TRICARE online appointing and referral process.
Must possess or complete MHS Genesis training, including training on its functions and appointing function.
Must possess or complete training on the secure messaging platform and be capable of managing inbox volume.
Must be able to obtain clearance to access the work site on a military installation and be granted a Common Access Card.
Must obtain and maintain necessary security access and/or background checks; U.S. citizenship is required.
Must maintain regular and punctual attendance.
Must be able to perform frequent sitting, standing, walking, or remaining inactive, and occasionally lift up to 30 pounds.

Responsibilities

Make clinical appointments and coordinate appointments with other direct care facilities as required, following MTF-provided appointing criteria and Military Health System access-to-care standards.
Maintain appointment schedules, including after-hours and secure messaging services.
Validate eligibility through the Defense Eligibility Report System and register patients not found in the computer system, including newborns.
Maintain accurate, up-to-date patient schedules and logs using MHS Genesis system tools.
Validate basic patient demographic information before booking appointments and make required updates to ensure booking to the proper Primary Care Manager.
Contact patients to schedule, reschedule, or cancel appointments and promote consult/referral specialty medical care within the MTF or at civilian facilities.
Assist in preparing patient notices for appointment reminders, no-shows, or reschedules and cancellations.
Resolve delinquent and non-count appointments daily through end-of-day processing.
Ensure patients’ booking clerks are familiar with the appointing system’s process order of precedence for Primary Care Manager booking.
Document patient refusals using appropriate standard refusal codes.
Answer calls within five seconds, aim to resolve patient needs in one call, and continually work to reduce call abandonment rates.
Provide proper instructions to patients who call after hours.
Gather pertinent information from patients requesting connection to an after-hours provider on call before making the connection.
Manage secure messaging inboxes for each MTF and schedule appointments using MHS Genesis; after appointments are made, message patients with the appointment date, time, and other pertinent instructions.
Track all MTF-generated initial specialty-care and urgent-care referrals deferred to the network until closure using Clear and Legible Report (CLR) PAT.
Capture the CLR as soon as a claim is discovered or requested by the referring provider.
Check applicable claims databases when CLRs are undocumented in patient records and manage assigned CLRs to closure.
Notify referring providers of patient referral cancellations.
Enter assigned referrals in CHCS as “Deferred Results Received” and notify referring providers of all closed CLRs.
Process all assigned CLRs placed in the e-FAX or designated network folder by MTFs.
Perform other duties as assigned.

Desired Qualifications

Training and experience in medical office scheduling is preferred.
Knowledge of general medical ethics, telephone etiquette, and written, verbal, and electronic communication, along with interpersonal abilities.
Customer service skills.
Operational computer skills and general working knowledge of word processing and Microsoft applications, including Windows, Word, Excel, and Outlook.
Ability to define problems and obtain solutions.

Medical Support Assistant

Katmai · Portsmouth, United States · Full-time · Posted 2026-07-17

Workplace: on_site

Department: PAS Tidewater (1.1.22.02) - KCOPAS

Description

SUMMARY

Perform the appointment process to include scheduling, rescheduling, and/or cancelling appointments as needed, including appointments for consult/referral specialty care in a Medical Treatment Facility (MTF), a civilian facility, via telephone or secure messaging.

ESSENTIAL DUTIES & RESPONSIBILITIES

Make clinical appointments and coordinate appointments with other direct care facilities as required. Appointments shall be made following MTF-provided appointing criteria and comply with Military Health System (MHS) access to care standards.
Maintain appointment schedules, including after hours and secure messaging services.
Validate eligibility through appropriate booking through Defense Eligibility Report System (DEERS). Register Patients not found in the computer system (newborns, etc.).
Maintain accurate and up-to-date patient schedules and logs utilizing MHS Genesis system tools.
Validate basic patient demographic information prior to booking appointment for patients and make required updates to ensure booking to proper Primary Care Manager (PCM).
Contact patients to schedule, reschedule, and/or cancel appointments. Promote consult/referral specialty medical care -within the MTF or to civilian facilities.
Assist in preparation of patient notices for appointment reminders, no shows, or reschedule/cancellations.
Ensure delinquent and non-count appointments shall be resolved daily by end-of-day processing.
Ensure the Patients’ booking clerks are familiar with the appointing system process order of precedence for an appointment search for PCM booking.
Document patient refusals with appropriate standard refusal codes.
Answer calls within five seconds with the goal of a one call resolution to the Patient’s needs. Continually work to reduce call abandonment rates.
Provide proper instructions to patients calling after hours.
Gather all pertinent information from patients who request to be connected to an afterhours, Provider On-Call, before making the connection.
Manage secure messaging inboxes for each MTF and schedule appointments utilizing MHS Genesis. Once appointments are made, return a secure message to the patient notifying him/her of the appointment date, time, and any other pertinent instructions.
Clear and Legible Report (CLR) PAT will track all MTF generated initial specialty care and urgent care referrals that were deferred to the network until closure.
Capture the CLR as soon as a claim is discovered or requested by the referring provider.
Check applicable claims database(s), when CLRs are undocumented in-patient records and manage assigned CLRs to closure.
Notify referring provider of patient referral cancellations.
Enter assigned referrals in CHCS as “Deferred Results Received,” and notify the referring provider of all closed CLRs.
Process all assigned CLRs placed in the e-FAX, or designated network folder by MTFs.
Maintain regular and punctual attendance.
Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None.

Requirements

MINIMUM QUALIFICATIONS

High School Diploma or GED required.
At least six (6) months of experience in a customer service-related industry.
Must be proficient in writing and understanding English. Must be able to clearly speak English and be understood by patients and clinic staff.
Possess or complete Privacy Act and HIPAA, Data-Safeguarding, Anti-Terrorism, Interacting with Government Employees, MHS Genesis, appointment booking, and policy training in a trainer-to-trainer format.
Possess or complete TRICARE online training and have a solid understanding of the TRICARE online appointing and referral process.
Possess or complete MHS Genesis training.
Possess or complete training on the MHS Genesis function and the MHS Genesis appointing function.
Possess or complete training on the secure messaging platform and be capable of managing inbox volume.
Must be able to obtain clearance to access the work site located on a military installation and be granted a Common Access Card (CAC).
Must obtain and maintain any necessary security access and/or background checks (U.S. citizenship required).

DESIRED QUALIFICATIONS & SKILLS

Training and experience in medical office scheduling preferred.
General medical ethics, telephone etiquette, and written, verbal, and electronic communication skills, along with excellent interpersonal abilities.
Excellent customer service skills.
Operational computer skills with general working knowledge of word processing, and Microsoft applications (including Windows, Word, Excel, Outlook).
Able to define problems and obtain solutions.

WORK SCHEDULE

Full-time. May be required to work additional hours as needed to complete assignment or project.

TRAVEL

None.

DRIVING REQUIREMENT

None.

WORK ENVIRONMENT

Work is primarily performed in a professional office setting, including the normal office equipment (e.g., computer, fax machines, copier) and with a wide variety of people in differing functions, personalities, and abilities.

PHYSICAL DEMANDS

Frequent sitting, standing, walking, or to be or remain in a position or state of inactivity. Occasional lifting of up to 30 lbs. It is Katmai’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Benefits

Compensation & Benefits:

Pay: $17.20/hr.
H&W: $4.93
Eligible Benefits: Medical, Dental, Vision, Life & AD&D Insurance, Long-Term & Short-Term Disability Insurance, 401(k) Savings Plan, Employee Assistance Program (EAP), Vacation & Paid Personal Time, 11 Paid Federal Holidays, and Leave of Absence.

Compliance:

To be considered for this position, all applicants must apply on the company website, https://apply.workable.com/katmai/

_We are a VEVRAA Federal Contractor.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law._

Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).

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About the Company

Katmai

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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