Position Summary
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This position provides full spectrum administrative support to health care providers within the Defense Health Agency Region Europe (DHARE) area of operations for VH operations, functioning as an interface with VH staff, patients, and providers.
Core Responsibilities
1. Provides input for weekly report on appointments kept, sleep studies, no shows, rescheduled, changed to TCON, changed to cart or inconclusive.
2. Trains Medical Service Assistants (MSA) on VH scheduling and care coordination as needed or when requested.
3. Respects and protects the confidentiality of all clients-related records in accordance with HIPAA and agency.
4. Coordinate and follow necessary policies.
5. Manages VH encounter and scheduling data to analyze and measure site performance and quality assurance. Provides a monthly report to recommend implementation of strategic changes to improve VH delivery.
6. Collaborates with a multidisciplinary team (Tricare, central appointments, medical service assistants, providers, and presenters) to ensure referrals for VH appointments are booked immediately. Sends confirmation emails to providers, patients, and presenters immediately after the appointment is scheduled.
7. Prioritizes and responds to emails by COB each day and follows up with all other communications in a timely manner.
8. Coordinates all VH appointments and workflows for DHRE MTF’s and manages Asynchronous case load though available platforms.
9. Verifies all requested VH appointments can be supported and resourced by all parties involved.
10. Book VH appointments within the Care Coordination Database.
11. Sends VH appointment notifications with appropriate documents.
12. Mitigates Scheduling Conflicts and calendar or care coordination issues.
13. Reviews the credentialing database to ensure provider is worldwide privileged before scheduling any appointment.
14. Works with each clinic’s patient presenter to ensure the Clinical Access Stations (CAS) are available for scheduling virtual appointments and immediately closes a CAS when the presenters is unavailable for appointments. Reschedules any appointments scheduled at the start of the day when a presenter is out for an emergency or sickness.
15. Maintains an up-to-date list of patient presenter contact information for all DoD and DoS.
16. Provides cross coverage for the Virtual Medical Center Europe Virtual Integrated Patient Readiness and Remote Care Clinic’s medical readiness appointments and collaborate with San Antonio’s Virtual Integrated Patient Readiness and Remote Care Clinic.
17. Provides assistance to LRMC health services who are delivering VH to patients, by training and working with Medical Service Assistants (MSA) and filling in gaps, only when it does not interfere with VH workflow.
Requirements
Qualifications
18. Two (2) year associate degree or four (4) years of experience as detailed.
19. Minimum of three (3) years’ work or volunteer experience, within the last five (5) years in a medical office or clinical medical environment.
20. Minimum of two (2) years’ work experience with U.S. Military Healthcare System and benefits or civilian managed care medical environment.
21. At least one (1) year hands-on experience, within the last three (3) years with the Composite Health Care System (CHCS) and Armed Force Health Longitudinal Technology Application (AHLTA) or current electronic health record system used by DoD.
22. Computer literacy in Windows, MS Outlook, MS Outlook Calendar, Excel, and PowerPoint.