Echo Specialist

Job Summary

The ECHO Specialist lends administrative support to beneficiaries, clinical staff, and providers as part of the Case Management program. The Extended Care Health Option (ECHO) is a benefit program for active-duty family members who have serious qualifying conditions and provides a set of services not available under basic TRICARE benefits. As a team member, the ECHO Specialist will regularly collaborate and engage with beneficiaries, their families, and other team members to support daily operational tasks and duties assigned. Along with ensuring accuracy and efficiency, this role requires significant attention to detail, ability to prioritize and organize your work and regularly assess current workflows and create efficiencies. Duties are primarily performed in a virtual work.

Education & Experience

Required:

• High School Diploma or G.E.D.
• U.S. Citizenship
• Minimum 2 years’ experience in a health care customer service environment
• Experience with Microsoft Office suite
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background
• investigation

Preferred:

• Medical Assistant (MA) or Certified Nursing Assistant (CNA)
• Knowledge of Medical Terminology
• Prior experience in a Managed Care Organization (MCO)
• Prior experience with TRICARE or VA health plans

Key Responsibilities

• Proactively evaluate and process assigned tasks within the medical management system
• Schedule and manage meetings in Outlook and system calendaring functions
• Manage requests for registration in the ECHO in collaboration with clinical staff
• Process requests for beneficiary and/or provider education within established timeframes
• Handle incoming and outgoing phone calls, including an inbound phone queue regarding care coordination or ECHO case management inquiries in an efficient and professional manner
• Respond to daily email messages in an efficient and professional manner
• Utilize standard program processes to respond to beneficiary, provider and staff requests
• Support the CM leadership team by coordinating tasks and day-to-day activities, as requested
• Efficiently identify and resolve issues or address barriers to daily work
• Foster cross-functional communication with other organizational teams/departments
• Ability to work independently and collaboratively in a fast-paced environment
• Performs other duties as assigned
• Regular and reliable attendance is required

Competencies

Commitment to Task: Ability to conform to established policies and procedures; exhibit high motivation.

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TEAMs, TriWest Intranet, the Internet, and department software applications.

Empathy / Customer Service: Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position. Respectful behavior when working with a diverse population and workforce.

Independent Thinking / Self-Initiative: Critical thinker with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without considerable direction and to find necessary resources.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, sometimes demanding environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment. Respectful behavior in a diverse environment and workforce.

Technical Skills: Working knowledge of the healthcare system and medical terminology. Knowledge of TRICARE programs and benefits, managed care programs or other government healthcare programs.

Working Conditions

Working Conditions:

• Extensive computer work with prolonged sitting
• Virtual team members and workflows
• Ability to do repetitive work and maintain production standards