Healthcare Service Specialist - Germany

Job Description

This position provides comprehensive administrative support to healthcare providers within the Defense Health Agency Region Europe (DHARE) for Virtual Health (VH) operations. It acts as a liaison with VH staff, patients, and providers.

Core Responsibilities

• Provides weekly reports on appointments, sleep studies, no-shows, reschedules, and appointment changes.
• Trains Medical Service Assistants (MSA) on VH scheduling and care coordination as needed.
• Maintains confidentiality of all client records in accordance with HIPAA and agency policies.
• Coordinates policies and manages VH encounter and scheduling data to analyze performance and quality assurance, providing monthly strategic improvement reports.
• Collaborates with multidisciplinary teams to ensure timely booking of VH appointments and sends confirmation emails.
• Prioritizes and responds to emails daily, following up promptly.
• Coordinates all VH appointments and workflows across DHRE MTFs, managing asynchronous caseloads.
• Verifies support and resources for all VH appointments.
• Books VH appointments in the Care Coordination Database and sends notifications with necessary documents.
• Resolves scheduling conflicts and calendar issues.
• Ensures providers are credentialed before scheduling appointments.
• Works with clinic patient presenters to ensure availability of Clinical Access Stations (CAS), rescheduling as needed.
• Maintains updated contact information for patient presenters across DoD and DoS.
• Provides cross-coverage for VH appointments and collaborates with related clinics.
• Assists LRMC health services in delivering VH, training MSAs, and filling workflow gaps without disrupting operations.

Qualifications

• Two-year associate degree or four years of relevant experience.
• At least three years of recent experience in a medical office or clinical environment, including volunteer work.
• Minimum two years’ experience with U.S. Military Healthcare System or civilian managed care.
• At least one year of recent hands-on experience with CHCS, AHLTA, or current DoD electronic health record systems.
• Proficiency in Windows, MS Outlook, Calendar, Excel, and PowerPoint.