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Essential Duties and Responsibilities
Consult Tracking & Lifecycle Management
- Efficiently monitor and manage all assigned Community Care consults to ensure accurate tracking from initiation through resolution and closure.
- Maintain daily, up‑to‑date, accurate records of consult status, activity, and outstanding requirements using approved tracking tools.
- Review consults for completeness and accuracy, identifying missing orders, authorizations, documentation, or follow‑up needs.
- Manage follow‑up on pending, cancelled, delayed, and active consults to prevent missed care or expired authorizations.
- Utilize the designated consult tracking system (including interim/manual trackers while system access is pending) and assume responsibility for reviewing and acting on consults for the assigned CBOC.
Reporting, Huddles & Communication
- Attend daily or regularly scheduled clinic huddles and report on:
- Pending consults
- Cancelled consults
- Active and aging consults
- Generate routine reports to keep leadership and the care team informed on consult status, risks, and unresolved items.
- Escalate issues that place consult completion, timeliness, or compliance at risk in accordance with established protocols.
Veteran Outreach & Support
- Contact Veterans as needed to:
- Confirm appointment status
- Resolve delays or missing information
- Support timely completion of Community Care services
- Document all Veteran communications accurately and professionally.
Documentation Collection & Imaging Disc Management
- Proactively chase and collect all required documentation from Community Care providers, including consult notes, reports, and follow‑up plans.
- Collect, prepare, and send imaging/X‑ray discs and related documentation to the VA.
- Track and confirm timely upload of discs into the Veteran’s medical record.
- Inform ordering or referring providers once imaging discs and documentation have been successfully uploaded and are available for review as well as any follow-up consults that need to be placed.
Provider & VA Coordination
- Serve as the primary point of contact for Community Care providers with questions regarding:
- VA points of contact
- Medications
- Orders
- Renewals or extensions of Community Care consults
- Coordinate with VA departments and internal clinic staff to ensure timely responses to provider inquiries.
Community Care Provider Relationship Management & Education
- Develop and maintain strong working relationships with local Community Care providers, office managers, and referral coordinators.
- Conduct proactive outreach to help providers understand:
- What the CBOC is and is not responsible for
- Provider responsibilities related to orders, documentation, and follow‑up care
- Support improved provider compliance and turnaround times through education, clear expectations, and consistent communication.
Follow‑Up Workflow Development & Clinical Coordination
- Establish and maintain a streamlined process to notify clinic providers when follow‑up actions are required that the Community Care provider cannot initiate directly.
- Example: initiating a physical therapy consult after orthopedic surgery when required by VA workflow
- Ensure providers receive timely, actionable information needed to place additional consults or orders without delay.
Compliance & Quality Support
- Ensure all activities comply with HIPAA, VA Community Care requirements, and contractor policies.
- Maintain documentation and tracking records to support audits, compliance reviews, and quality improvement initiatives.
- Contribute to process refinement aimed at reducing consult delays and improving Veteran care experience.
Required Qualifications
- High school diploma or equivalent required
- Minimum 2 years of experience in healthcare coordination, consult management, referrals, medical records, or patient access.
- Demonstrated ability to manage high volumes of consults and conduct persistent follow‑up.
- Strong organizational skills with excellent attention to detail.
- Proficient with electronic tracking systems, spreadsheets, and documentation workflows.
- Strong verbal and written communication skills.
Preferred Qualifications
- Experience with VA Community Care, VA consult workflows, or contractor‑supported CBOCs.
- Familiarity with imaging, specialty care referrals, and documentation standards.
- Experience serving as a liaison between multiple healthcare entities.
Core Competencies
- Clear and professional communication
- Attention to detail and data accuracy
- Persistence and accountability
- Relationship building with external providers
- Ability to manage competing priorities and deadlines
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