Healthcare Service Specialist - Germany

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Valor Healthcare is a veteran and physician-led provider of healthcare services for deserving, resilient patriots. We aim to deliver high-quality care in a way that upholds the health of our nation’s greatest asset: its people. The entire Valor team works hard to earn the trust of those who have faith in us to care for them with respect and through methods that lead to excellent outcomes.

Position Summary:

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. Provides input for weekly reports 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 client-related records in accordance with HIPAA and agency policies.
4. Coordinates and follows necessary policies.
5. Manages VH encounter and scheduling data to analyze and measure site performance and quality assurance. Provides a monthly report to recommend strategic improvements for 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 promptly. Sends confirmation emails to providers, patients, and presenters immediately after scheduling.
7. Prioritizes and responds to emails by COB each day. Follows up with other communications in a timely manner.
8. Coordinates all VH appointments and workflows for DHRE MTFs and manages asynchronous caseloads through available platforms.
9. Verifies that all requested VH appointments can be supported and resourced by all involved parties.
10. Books 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 providers are worldwide privileged before scheduling any appointment.
14. Works with each clinic’s patient presenter to ensure Clinical Access Stations (CAS) are available for scheduling virtual appointments and closes a CAS when the presenter is unavailable. Reschedules appointments if a presenter is out due to emergency or sickness.
15. Maintains an up-to-date list of patient presenter contact information for all DoD and DoS providers.
16. Provides cross-coverage for the Virtual Medical Center Europe Virtual Integrated Patient Readiness and Remote Care Clinic’s medical readiness appointments and collaborates with San Antonio’s Virtual Integrated Patient Readiness and Remote Care Clinic.
17. Assists LRMC health services in delivering VH to patients by training and working with Medical Service Assistants and filling in gaps as needed, without interfering with workflow.

Qualifications

1. Two (2) year associate degree or four (4) years of relevant experience.
2. Minimum of three (3) years’ work or volunteer experience in a medical office or clinical environment within the last five (5) years.
3. Minimum of two (2) years’ experience with U.S. Military Healthcare System benefits or civilian managed care medical environment.
4. 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.
5. Computer literacy in Windows, MS Outlook, Outlook Calendar, Excel, and PowerPoint.