Healthcare Service Specialist

• Education:

  • Two (2) year associate degree or
  • Four (4) years of relevant experience as detailed

• Experience:

  • Minimum of three (3) years’ work or volunteer experience in a medical office or clinical medical environment within the last five (5) years
  • Minimum of two (2) years’ work experience with the U.S. Military Healthcare System and benefits or civilian managed care medical environment
  • At least one (1) year hands-on experience within the last three (3) years with:
    • Composite Health Care System (CHCS)
    • Armed Forces Health Longitudinal Technology Application (AHLTA)
    • Or current electronic health record system used by DoD
  • Computer literacy in Microsoft Office

THE DUTIES INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING:

• Provides input for weekly report on:

  • Appointments kept
  • Sleep studies
  • No shows
  • Rescheduled
  • Changed to TCON
  • Changed to cart or inconclusive

• Trains Medical Service Assistants (MSA) on VH scheduling and care coordination as needed or when requested

• Respects and protects the confidentiality of all client-related records in accordance with HIPAA and agency policy

• Manages VH encounter and scheduling data to analyze and measure site performance and quality assurance

  • Provides a monthly report to recommend strategic changes to improve VH delivery

• Collaborates with a multidisciplinary team (Tricare, central appointments, MSAs, providers, presenters) to ensure referrals for VH appointments are booked immediately

  • Sends confirmation emails to providers, patients, and presenters immediately after scheduling

• Answers the phone within 2 rings, returns missed calls, and prioritizes/responds to emails by COB daily

• Coordinates all VH appointments and workflows for DHRE MTFs

  • Manages asynchronous case load through available platforms

• Verifies all requested VH appointments can be supported and resourced by all parties involved

• Books VH appointments within the Care Coordination Database

• Sends VH appointment notifications with appropriate documents

• Mitigates scheduling conflicts and calendar or care coordination issues

• Reviews the credentialing database prior to scheduling to ensure provider is worldwide privileged

• Works with each clinic’s patient presenter to ensure Clinical Access Stations (CAS) are available for virtual appointments

  • Closes CAS when presenter is unavailable
  • Reschedules appointments when presenter is out due to emergency or sickness

• Maintains an up-to-date list of patient presenter contact information for all DoD and DoS

• Provides cross coverage for the Virtual Medical Center Europe Virtual Integrated Patient Readiness and Remote Care Clinic’s medical readiness appointments

  • Collaborates with San Antonio’s Virtual Integrated Patient Readiness and Remote Care Clinic

• Assists LRMC health services delivering VH to patients

  • Trains and works with MSAs
  • Fills in gaps only when it doesn’t interfere with VH workflow

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French Consulting is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.