Kirtland at your service: Medical Appointment Line Published March 7, 2019 By Senior Airman Eli Chevalier Kirtland Public Affairs KIRTLAND AIR FORCE BASE, N.M. -- If a member of Kirtland’s military community is in need of non-emergency medical care, their first step is calling the 377th Medical Group’s appointment line—505-846-3200. “Their main focus is getting folks appointments when they call in, regardless of what clinic they need, from family heath to pediatrics,” said Capt. Chard Scarbro, Tricare Operations and Patient Administration flight commander. “In addition to that, they are the main point of contact for the Medical Group. They are typically the first person people are going to be talking to.” This initial contact provides a perfect opportunity for the appointment clerks to set a positive tone for the patient’s experience with the medical group. “One thing we talk about in our training with the clerks is they are the first interaction, the voice of the Medical Group,” said Scarbro. “The impression that the patients get initially in the call is going to translate through their entire episode of care. If they have a bad experience with the appointment line, chances are they are not going to be pleased when they show up for their appointment.” The medical appointment clerks take about 3,500 calls per month and took over 39,000 in 2018. Part of the clerk’s customer service philosophy is balancing quality and timely customer service. “The quicker they can try to determine what the patient actually needs and either get that message to the medical provider, get the appointment booked, or transfer them over to the clinic they need to talk to, the quicker they can move on to the next person,” said Scarbro. “This means less wait time for people calling in.” According to Ray Romero, an appointment clerk, to keep the call moving, clerks ask a series of questions to figure out what type of care the patient needs. Patients are encouraged to give the clerks as much information as they can, as it helps during the appointment booking process and helps the care providers when the patient comes in for their appointment. “I like talking to people and helping,” said Romero. “I just enjoy my job.” To make an appointment with the medical group, please call 505-846-3200.