Job Specific Duties and Responsibilities: Responsible for the timely collection of documents required to open and close a Medical Employability Program (MEP) case review in accordance with the MEP AMA process SOP. Responsible for entering case review information into occupational health databases and tracking systems. Collects and enters billing hours accurately in appropriate electronic system. Provides effective communication with customer Points of Contact (POCs) regarding the quality of case review information. Responds to internal and external customer inquiries related to the processing of a case review. Creates program and customer specific reports. Maintains all paper and electronic medical records and medical information in compliance with HIPPA, FOH Medical Records policies, and IT cyber security guidelines. Actively participates with all MEP team members and activities.

　　Clinical

　　The Joint Commission (TJC) – Quality and Safety

　　· Participate in preparation for TJC accreditation, as requested.

　　· Ensure case processing timeframes and quality assurance parameters are met.

　　· Assist the Lead AMA with training new AMAs as directed.

　　· Attend all mandatory and requested training by the specified deadline.

　　Service Operations

　　· Demonstrate understanding of and process case review types according to the MEP Manual AMA process

　　· Review all medical information and submitted case reviews for accuracy and completeness.

　　· Provide accurate data entry with proper spelling, consistent nomenclature, and all required information.

　　· Provide a QA review ensuring that all data entered is complete and accurate when case closure occurs in database.

　　· Provide effective, professional communication verbally and electronically with customers and customer POCs being sure to include professional signature block on all email communications responding within a 24-hour timeframe.

　　· Field all inquiries and communications appropriately.

　　· Maintain all medical records according to the Privacy Act, HIPAA, FOH policy and procedures, and IT guides.

　　· Interact with and provide clerical and administrative assistance as needed for all medical providers who conduct case reviews.

　　· Provide reports and data as requested.

　　· Have resource documents or trackers available at all times for use.

　　Assist the Lead AMA and Program Manager in projects as assigned.

　　· Assist with orientation of new staff as directed, and participate in orientation of new, added, or improved processes as directed.

　　· Attend all “Grand Rounds” meetings and program “huddle” meetings.

　　Administrative (Business/Management)

　　Procurement

　　· Review and understand the IAA Customer Agreement and be proficient with the location of MEP IAA tracker and library for reference purposes.

　　· Advise the MEP Program Manager of customer requests for new, added, or cancelled services within 2 business days of receipt.

　　· Participate as directed, in customer meetings or calls for MEP services.

　　Cost Recovery

　　· Demonstrate proficiency with each database, program portal, and tracking system used by MEP.

　　· Enter all billing hours in the appropriate database or system and record all ticket numbers where appropriate.

　　· Review Private Provider Network Tracker and enter billing items within 2 business days when tracker indicates “complete”.

　　· Provide assistance with billing reconciliation by specified deadlines.

　　Staffing and Reporting Relationships

　　· Adhere to applicable time, attendance, and telework policies.

　　· Exhibit professional behaviors in all communications. Maintain respectful, kind, and courteous interaction with team members and customers

　　· Report all changes or disruptions to MEP services to the Program Manager immediately.

　　Technology

　　· Demonstrate proficiency in Word and at least intermediate proficiency in Excel.

　　· Demonstrate ability to use spell and grammar check, and ability to convert documents as needed.

　　· Demonstrate proficiency in all MEP program specific databases, electronic health management systems, and trackers.

　　· Demonstrate proficiency in customer portals.

　　· Understand and show proficiency in using password protection, encryption, and secure send to send Personal Identifiable Information (PII) and Protected Health Information (PHI).

　　· Understand and use the full capability of the FOH phone system to include Web-Ex and TEAMS meeting functions.

　　· Complete all mandatory and requested IT training and manage upgrades.

　　· Inform Lead AMA or Program Manager of IT disruptions or equipment failure or needs.

　　· Have available the IT help desk resource numbers.

　　Strategy

　　Customer Service

　　· Respond to customer inquiries and complaints within a 24 hour timeframe. If the inquiry requires elevation, respond to the customer with this information. Report all customer or interagency complaints to the MEP Program Manager.

　　· Keep communications accurate, factual, and courteous.

　　· Be available and on time for customer calls or meetings.

　　Metrics

　　· Provide customer specific reports, or internal reports as assigned by the Program Manager.

　　· Generate assigned recurrent reports autonomously and ensure internal consistency of report format and data elements.

　　· Provide feedback on trends or changes collected from assigned reports to the Program Manager.

　　· Provide suggestions for process improvements to increase accuracy or optimize production.

　　· Be cognizant of timelines and adjust accordingly.

　　Supervision:

　　As a contractor, the staff member is not directly supervised by FOH but works within the Contract Vendor’s supervisory structure and must meet the terms of the Vendor/FOH contract. A Contract Officer (CO) is the authority for determining if the staff member’s performance meets the terms of the contract. The Contract Officer Representative (COR) is a subject matter expert who advises the CO as to whether or not the staff member is meeting the terms of the contract from a technical level. The staff member receives day-to-day programmatic /operational guidance from a designated Federal supervisor.

　　Minimum Requirements/Knowledge/Skills:

　　· Must be organized and possess attention to detail.

　　· Must have good command of the English language.

　　· Must possess excellent oral and written communication skills.

　　· Must understand and implement appropriate chain of command.

　　· Must have efficient typing and computer skills to include knowledge of email services, word and PDF documents, at least intermediate Excel skills, and development of charts.

　　· Must be able to take direction and implement.

　　· Must be able to articulate problems, discrepancies, or needs.

　　· Must be autonomous and use provided resources to complete assignments.

　　· Must be an active participant in team activities and interaction.

　　Minimum Education Requirements/Certification/Licensure/Experience:

　　· High School Diploma

　　· 3-5 year experience in administrative work in a health related field preferred.

　　Required SkillsRequired Experience