Agreement Management Assistant
This position is currently in Bethesda, Maryland and will relocate to Rockville, Maryland later this year.
STGi is currently seeking qualified candidates for our Agreement Management Assistant position to support our contract with Federal Occupational Health.
Duties and Responsibilities as listed in the contract:
Job Specific Duties and Responsibilities: (customized list of the actual duties performed in support of FOH mission)
Responsible for fulfillment activities (review of service and provider fulfillment), interacting with customers regarding questions and clarification of services or other communication essential to the maintenance of the agreement and coordinating service delivery with FOH business team. Sending of determinations to customers and employees. Provides assistance in generating customer specific reports that capture utilization and activity under designated agreements and scheduling services for client agencies as requested by FOH. Secondary duties could include: ensure Quality Assurance (QA) performed on medical records to ensure that all services have been performed according to agency medical requirements, standards and the IAA.
Clinical
The Joint Commission (TJC) – Quality and Safety
- Participates in preparation for TJC accreditation, as requested.
- Ensure case processing timeframes and quality assurance parameters are met as directed by the PM before cases are forwarded to an RMO for review.
- Assist the Assistant Program Manager with training new AMAs as directed by the LE-S PM and Assistant Program Manager. Complete all required training by specified deadlines.
- Attend all mandatory training for DE, AA and AMA roles.
- Demonstrate understanding of the content of the LE-S Case Review Program Plan annually.
Service Operations
- Process case review types according to the applicable case review SOPs within timeframes specified by the PM.
- Identify and report measures that can be taken to improve case processing efficiency to PM or Assistant Program Manager. Receive and resolve questions from CHS staff about the case management process (i.e., questions related to services, work order interpretation & billing) or forward question to the PM, when appropriate.
- Close the number of records per day as directed by the PM to send to an RMO and enter records for RMO review on the RMO electronic timesheet according to the timesheet SOP.
- Schedule examinations in OHCs and through the PPN according to SOP and within timeframes specified by the PM and based on agency agreements. Verify examinee status if needed with the agency POC.
- Contact FOH OHCs and Private Network Provider points of contact, and use the private provider network portal to obtain exam items per the current exam process SOP that prevent exam processing by specified deadlines.
- Assist Admin Assistant in obtaining escalated missing exam items by specified deadline.
- Provide administrative and clerical support for case review processing. Maintain case review office files for assigned work as directed by supervisor and according to SOP. Ensure that exams are mailed according to Interagency Agreement specifics and dates tracked.
- Report all privacy and security breaches immediately according to FOH and HHS policy.
- Assist the PM in orienting new AMA case review staff.
- Works on agency agreements with other staff members, including RMOs, as assigned by the Program Manager.
- Attend all case review team meetings.
Administrative (Business/Management)
Procurement
- Coordinate with CHS AEs and OpsLeads to provide customer services (e.g. exams, outreach, health fairs, etc.) through FOH health units and the Private Provider Network.
- Advise PM, AE, and OpsLeads regarding potential new business and customer requests to change requirements for existing business.
- Assist with implementing new case review business and changing requirements for existing business.
Cost Recovery
- Fulfill RMO hours in the required current data bases and standardized timesheet. Investigate billing discrepancies and elevate to fiscal department for resolution.
- Review Private Provider Network invoices each month, identify discrepancies, and correct billing as needed
- Review billing in STM tickets that the AA creates and marked “reviewed” if services are provided through the FOH Private Provider Network on a daily basis per the billing fulfilment SOP.
- Demonstrate a complete understanding of the current database used for billing, RMO reviews and exam tracking.
Staffing and Reporting Relationships
- Be on time to work, work all designated hours, request leave in timely fashion.
- Request leave according to specified timeframes.
- Adhere to telework policy when permitted.
- Create a climate of trust, accountability, and professionalism. Report to Assistant Program Manager staffing problems which can affect productivity / morale.
- Identify and report problems to supervisor with hardware, telecommunications or other issues impacting duties.
Technology
- Fully knowledgeable and proficient in IT systems, for database tracking, billing and other deliverables
- Attends training on IT systems, both initially and with updates; asks for help when needed.
- Completes mandatory IT training by specified deadlines.
- Inform Assistant Program Manager or PM of IT and other equipment needs, particularly those that prevent completion of case processing within specified deadlines.
Strategy
Customer Service
- Manage customer/agency complaints professionally with feedback within 48 hours of receipt. Determine whether upper management involvement needed during any point of process and refer in 24 hours.
- Communicate with customer POC if there will be a changes in the FOH agreement with minimal impact no later than 48 hours after learning about the change.
- Respond to customer complaints, issues, and requests regarding FOH service within 24 hours. Follow outstanding issues to resolution in a timely manner. Escalate issues as appropriate and directed by the PM.
- Complete assigned tasks to ensure that all exams including priority exams, exams that carry a turnaround penalty and RMO reviews meets FOH and agency turnaround requirements per the agency agreement.
- Coordinate with Reviewing Medical Officers by communicating directly with the RMO to ensure agency needs are met.
Metrics
- Generate customer specific reports in the current database as required per the agency agreement
- Monitor tracking metrics.
- Suggest process improvements to and implement process changes as directed by case review team supervisors to ensure that quality and efficiency goals for the case review team are met.
- Process exams to RMO according to established timelines and productivity goals utilizing RMO timesheet. Track exams to completion and troubleshoot any issues. Complete all required tracking fields within the database systems.
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
Required Skills
Minimum Requirements/Knowledge/Skills:
- Must be highly organized and be able to manage teams of employees and administrative processes.
- Must be able to assign tasks and delegate work efficiently.
- Must possess excellent oral and written communication skills.
- Appropriately escalates problems or resource issues for resolution.
- Develops/maintains effective procedures for communicating with staff.
- Proficient with MS Excel, Word, and PowerPoint.
- Typing speed: 40 wpm
Required Experience
Minimum Education Requirements/Certification/Licensure/Experience:
- Bachelor’s Degree in Business or Health Related field a minimum of 1 years’ experience performing administrative duties in a health care program.
- Demonstrated excellent interpersonal communication skills.
STG International, Inc (STGi) is a workforce solutions company providing comprehensive healthcare delivery, Head Start and management consulting services and human capital solutions help our clients. Our services and solutions help our clients sustain and enhance their operations to better accomplish their mission.
STGi offers a competitive benefits package which includes Medical, Dental, Vision, 401k with company match and a generous PTO policy.
STG International, Inc. is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.