Beneficiary Service Representative

Provides Direct Support To:

Joint Base Andrews

Duty Hours:

Monday through Friday from 0730 – 1630

SUMMARY
The contractor shall provide administrative support services to the Beneficiary Services Representative (PEBLO) of the Medical Evaluation Board Division. This involves assisting members from the time of receipt of notification of their pending Medical Evaluation Board (MEB) through the various stages of processing until completion of the Clinical Evaluation Process and forwarding to the Physical Evaluation Board Liaison Officer (PEBLO).

The Contractor will perform clerical task in support of the administrative process of service members undergoing processing through the Disability Evaluation System. The administrative support for the Medical Evaluation Board Division with various support functions required but not limited to the following:

QUALIFICATIONS

• A fully qualified typist with a minimum of 50 WPM is required.

• General office administrative and clerical skills to perform receptionist duties and answer telephones.

• Office automation skills consistent with accomplishing clerical, statistical and data entry tasks in support of the administrative work of the office, using an automated data processing (ADP) system.

• Ability to communicate effectively, both orally and in writing

• Ability to plan, organize, and manage functions and staff within an MTF to meet program objects. Knowledge of the military healthcare organizational structure, major issues, policies, procedures and operations related to the management of the healthcare delivery systems.

• Possess in-depth knowledge, experience, and training to handle and solve complex cases that arise when addressing fitness for duty or physical disability evaluation issues.

• Demonstrate tact, diplomacy, and restraint in counseling and explaining entitlements, benefits, and responsibilities to all customers.

• Possess effective interpersonal communication skills to effectively accomplish the IDES process

• Demonstrate mastery of oral and written communication and customer service principles, methods, practices and techniques analytic methods, to include using research tools and statistical analysis and, interpersonal relations practices.

• Ability to communicate effectively both orally and in writing to motivate, train, and work effectively with a diverse workforce. Must be able to draw realistic conclusions and recommend viable solutions.

• Ability to gather data from various sources, analyze data, statistical analysis, prepare statistical reports and recommendations for improvements.

• Skill in applying fact finding, analytical, and problem-solving methods and techniques.

• Knowledge of DES processing regulations, instructions, procedures, and policies to assure timely case processing.

EDUCATION/CERTIFICATION:

• Must have High School diploma or General Educational Development GED) equivalency. Basic medical terminology required.

EXPERIENCE:

• Minimum of six months’ experience within the past year related to working in a medical environment with emphasis on healthcare and customer service.

Job Duties and Responsibilities:
The duties include but are not limited to the following:

• Contact Service members via telephone and email regarding initiation of the MEB and scheduling of counseling with PEBLO.

• Receive, greet, and inform patients, visitors, and hospital personnel and provide accurate responses in a friendly, courteous, and concerned manner.

• Fax, copy, scan, print, and type documents to complete daily tasks listed within this contract and the MTF SOPs.

• Provided each service member in person and through telephonic contact with written and verbal instructions pertaining to each step of the board process.

• Utilize various other databases in support of patient care and to satisfy administrative requirements.
• Provide a variety of clerical and patient contact services to the Medical Evaluation Board (MEB) staff and patients. Contractor support is required to assist the MEB Department at the MTF to achieve its Integrated Disability Evaluation System (IDES) goals and objectives. Contractor support contributes to timely processing of active and reserve component service member case records through IDES. Services also support members who are processing to the Temporary Disability Evaluation Board and the Permanent Disability Evaluation Board.

• Explains significance of completion of forms (intake form, physical form) to ensure all conditions are assessed accurately during the onboard process.

• Assemble and maintain 300 MEB case records following MTF guidelines for case record assemblage. Examples of MEB case record maintenance include, but not limited to, correct chronological filing of test results and other reports and forms in case records for professional staff review and reference, and printing and filing of required online health records. MSS Personnel shall retrieve and return service member health records to the Medical Records Division of the Malcom Grow Medical Center as needed to provide quality and timely patient care.

• Review case records for administrative accuracy and verify completion of administrative record requirements by the provider (e.g. signatures, date of service). MSS Personnel shall send government approved case records to the PEB.

• Provide printed and routine, non-technical information about medical boards and medical board processing to scheduled and walk in patients and others who inquire. MSS Personnel shall advise patients regarding policies related to hours of operation and services offered by the department.

• Shall maintain orderly patient appointment schedules and assist patients by helping them to make timely appointments, reminding them of scheduled appointments, and by notifying them of appointments.

• Shall use JBA’s computer systems to manage department activity, including, but not limited to, data input and tracking in VTA and other automated systems that may come on-line during the term of the contract. Accuracy of data entry is paramount to the accuracy of the Malcom Grow Medical Center reports to higher authority and to internal process monitoring.

• Shall provide administrative support services related to the processing of medical boards and efficient operation of the department. Such activities include but are not limited to, word processing, photocopying, facsimile transmissions, telephone management and communication with patients and providers, appointment scheduling for the department, verification of patient’s identifying and demographic information, distribution of administrative materials, and internal mail.

• Shall be responsible for the effective application of policy/procedure and other related managerial tasks and provides information to various agencies on the status of all activities under his/her case workload (e.g. MEB/PEB processing, Line of Duty (LOD) management, and the tracking/medical statistical reporting).

• Shall obtain, assemble and forward all documents and records required by the PEB to the appropriate staff.
• Shall accomplish all actions essential for prompt, effective and adequate caseload processing. In discharging these tasks, MSS Personnel shall communicate directly with the members’ commander or supervisor to obtain any required information or assistance.

• Shall maintain communication with command representatives, case managers, recovery care coordinators, and administrative representatives to obtain required information or assistance.

• Shall educate members whose cases are likely to be referred to the PEB. Examples of education include assuring that the member has an opportunity to read the medical board report and narrative summary prior to PEB referral; educate members about signed statements to the PEB and assist the member to resolve questions concerning the content of the MEB or narrative summary. In cases where the member is mentally incompetent or where the attending physician has determined that release of information to the member would be deleterious to the member’s well-being, education shall be provided to next of kin on behalf of the member.

• Shall educate members about estimated severance pay, retired pay and computation methods, Permanent Disability Retired List (PDRL) compensation and computation methods, disability severance compensation and computation methods, estimation of VA compensation and computation methods.

• Administer the Military Treatment Facilities (MTF) Disability Evaluation System (DES). Responsible for obtaining, assembling and forwarding all required documents and records for active duty, AFRC and ANG to the Veteran Affairs Medical Service Coordinator, the local MEB, the IPEB, the FPEB and other IDES stakeholders in accordance with regulatory guidance.

• Coordinates Line-of-Duty requirements and coordinates with referring provider, Director of Medical Services (SGH), or Director of Aerospace Medicine to ensure the local process supports effect DES processing. Briefs local leaders and higher headquarters of DES limiting factors experienced locally.

• Serves as a liaison between the Service member, their respective commander and a multi-disciplinary team of primary care managers, other appropriate health care professionals, medical care case managers, non-medical case managers (e.g., Recovery Care Coordinators (RCC)), patient administration personnel, the Office of the Airmen’s Counsel (OAC), the PEB and the Military Department Wounded Warrior Program liaison or advocate. Coordinates with appropriate points of contact throughout the MHS, the line of the Air Force agencies, (i.e. Military Personnel Flights, Comptroller, Transportation, Aeromedical Evacuation) and the Department of Veterans Affairs (i.e. Veterans Benefits Administration (VBA) and Veterans Health Administration (VHA)) to best meet the members’ needs for information or assistance.

• Processes Review-in-Lieu-of (RILO) MEB cases for assignment limitation codes as directed or required by AFPC/DPMNR and in accordance with established AF guidance.

• Assists and briefs the medical professional staff and other staff members on the regulatory and procedural aspects of profiling and disability processing. Provides MEB orientation program and on the job training for medical staff personnel as required.

• Analyzes, interprets, and summarizes a variety of DES data, information, performance, and work processes. using various statistical analytic tools, measuring means, trends, statistical deviations, constructs diagrams, histograms, charts, etc., to convey IDES performance to IDES stakeholders as requested by DoD, AF/SG, or AFMED. Develops recommendations and prioritization for problems in performance, productivity, effectiveness, and efficiency to support timeliness and accuracy of case processing.

Job Type: Full-time

Pay: Up to $29.70 per hour

Expected hours: 40 per week

Shift:

• Morning shift

Ability to Commute:

• Andrews AFB, MD 20762 (Preferred)

Ability to Relocate:

• Andrews AFB, MD 20762: Relocate before starting work (Preferred)

Work Location: In person

Salary : $30