Lead Healthcare Service Coordinator- Landstuhl, Germany- Government

Job Description

Description:

Position Summary:

This position will Provides full spectrum administrative support to health care providers within the Defense Health Agency Region Europe (DHAR-E) area of operations for VH operations, functioning as an interface with VH staff, patients, and providers.

Site and specifics of position:

Located in Landstuhl, Germany

Long-term US Government contact

US Based employer

The preferred candidate will already reside in Germany and be a U.S. citizen

Core Responsibilities:

• Provides weekly report on appointments kept, sleep studies, no shows, rescheduled, changed to TCON, changed to cart or inconclusive.

• Designated as section representative, responsible for reporting personnel status to leadership.

• Work with all VH leads to identify potential process improvement for policies and procedures; provides recommendations to VH leadership.

• Manages workflow by allocating specific tasks to team members to include changes in schedule.

• Responsible to assign a service coordinator trainer for various training events to include new employees.

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

• Respects and protect the confidentiality of all clients-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 implementation of strategic changes to improve VH delivery.

• 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.

• Answers the phone within 2 rings, returns any missed calls, and prioritizes and responds to emails by COB each day.

• Coordinate all VH appointments and workflows for DHRE MTF’s and manage Asynchronous case load though available platforms.

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

• Booking VH appointments within the Care Coordination Database

• Send VH appointment notifications with appropriate documents

• Mitigates Scheduling Conflicts and calendar or care coordination issues

• Prior to scheduling any appointment, each service coordinator is responsible for reviewing the credentialing database to ensure a provider is worldwide privileged.

• 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. The service coordinator will reschedule any appointments scheduled at the start of the day when a presenter is out for an emergency or sickness.

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

• Provide 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 doesn’t interfere with VH workflow.

• Will provide 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.

Requirements:

Qualifications:

• Education: Two (2) year associates degree or four (4) years of experience as detailed

• Minimum of four (4) years’ work experience in a medical office or clinical environment

• Minimum of two (2) years’ work experience with U.S. Military Healthcare System and benefits or civilian managed care medical/administrative environment

• At least two (2) year hands-on experience with the Composite Health Care System (CHCS) and Armed Force Health Longitudinal Technology Application (AHLTA) or current electronic health record system used by DoD.

• Computer literacy in Windows, MS Outlook, MS Outlook Calendar, Excel, and PowerPoint.

• Prior team management or leadership experience preferred