Patient Appointing Services (PAS) Clerk Lead

About the role

As a Patient Appointing Services (PAS) Clerk Lead with International SOS Government Medical Services, you'll help maintain the accuracy, quality, and consistency of patient scheduling services for military beneficiaries. This full-time, remote position combines hands-on patient appointing responsibilities with quality assurance, employee coaching, and operational support.

You'll review scheduling performance, identify opportunities for improvement, and work with employees and leadership to strengthen service quality and compliance with established healthcare standards.

Work Arrangement: Remote - Candidates must reside within 50 miles of San Antonio, TX.

Schedule: Monday-Friday, within operational hours of 8:00 a.m.-8:00 p.m. Central Time (6:00 a.m.-6:00 p.m. Pacific Time). Federal holidays excluded. Overtime may be required.

Key Responsibilities

• Coordinate primary and specialty care appointments, verify patient eligibility, update demographic information, correct scheduling errors, and support referral-related communications.
• Review patient scheduling interactions for accuracy and compliance with established procedures, quality standards, and HIPAA requirements.
• Lead virtual coaching sessions to address call deficiencies, booking errors, and improvement opportunities while reinforcing quality expectations.
• Document audit findings, track performance trends, identify process gaps, and recommend improvements to leadership.
• Participate in quality calibration meetings, facilitate learning sessions, and collaborate across departments to maintain consistent service standards.
• Monitor adherence to policies and performance expectations, assist with help queue coverage, troubleshoot system issues, and document booking infractions.

Requirements

• High school diploma or GED.
• Minimum of 1 year of healthcare administrative experience.
• Proficiency in Microsoft 365, including Teams, Excel, and Outlook, with strong computer skills and the ability to learn new systems.
• Strong customer service, telephone etiquette, and verbal and written communication skills.
• Demonstrated critical thinking, problem-solving, attention to detail, and ability to manage competing priorities in a fast-paced environment.

Preferred

• Minimum of 2 years of call center experience.
• Minimum of 2 years of leadership experience.
• Experience with CXone, MHS GENESIS, or other call center software.

Health & Welfare Benefit

• Up to $5.09 per hour, in accordance with the Service Contract Act (SCA).
• All your information will be kept confidential according to EEO guidelines.

Benefits Language (FTE roles)

• Full-time positions are eligible for our comprehensive and competitive benefits package including medical, dental, vision, and basic life insurance.
• Additional benefits include a 401k plan, paid time off, and an annual bonus.
• International SOS Government Medical Services complies with all federal, state, and local minimum wage laws.