Healthcare Service Specialist - Germany

This position provides full spectrum administrative support to healthcare 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. Provide input for weekly reports on appointments kept, sleep studies, no-shows, rescheduled, changed to TCON, changed to cart, or inconclusive cases.
2. Train Medical Service Assistants (MSA) on VH scheduling and care coordination as needed or upon request.
3. Respect and protect the confidentiality of all client-related records in accordance with HIPAA and agency policies.
4. Coordinate and follow necessary policies.
5. Manage VH encounter and scheduling data to analyze and measure site performance and quality assurance. Provide monthly reports with recommendations for strategic improvements in VH delivery.
6. Collaborate with multidisciplinary teams (Tricare, central appointments, MSAs, providers, and presenters) to ensure immediate booking of VH appointment referrals. Send confirmation emails to providers, patients, and presenters immediately after scheduling.
7. Prioritize and respond to emails by COB each day; follow up on other communications in a timely manner.
8. Coordinate all VH appointments and workflows for DHRE MTFs and manage asynchronous caseloads through available platforms.
9. Verify that all requested VH appointments are supported and resourced by all involved parties.
10. Book VH appointments within the Care Coordination Database.
11. Send VH appointment notifications with appropriate documents.
12. Mitigate scheduling conflicts and calendar or care coordination issues.
13. Review the credentialing database to ensure providers are worldwide privileged before scheduling appointments.
14. Work with each clinic’s patient presenter to ensure Clinical Access Stations (CAS) are available for scheduling virtual appointments, and immediately close a CAS when the presenter is unavailable. Reschedule appointments scheduled at the start of the day if a presenter is out due to emergency or sickness.
15. Maintain an up-to-date list of patient presenter contact information for all DoD and DoS providers.
16. Provide cross-coverage for the Virtual Medical Center Europe Virtual Integrated Patient Readiness and Remote Care Clinic’s medical readiness appointments, collaborating with San Antonio’s Virtual Integrated Patient Readiness and Remote Care Clinic.
17. Assist LRMC health services in delivering VH to patients by training and working with MSAs, filling gaps when it does not interfere with workflow.

Requirements

• Two (2) year associate degree or four (4) years of relevant experience.
• Minimum of three (3) years of work or volunteer experience within the last five (5) years in a medical office or clinical environment.
• Minimum of two (2) years of work experience with U.S. Military Healthcare System and benefits or civilian managed care medical environment.
• At least one (1) year of hands-on experience within the last three (3) years with CHCS, AHLTA, or current electronic health record systems used by DoD.
• Proficiency in Windows, MS Outlook, Outlook Calendar, Excel, and PowerPoint.