Howard Austin Hughes
San Antonio
Summary
Dynamic Health System Specialist with the Department of Defense, skilled in data analysis and beneficiary advocacy. Proven track record in policy implementation and healthcare coordination, enhancing service delivery and beneficiary satisfaction. Adept at stakeholder communication and problem-solving, driving initiatives that improved operational efficiency and patient outcomes.
Overview
17
17
years of professional experience
Work History
Reseve Component BCAC/DCAO
Department of Defense
San Antonio
01.2013 - Current
- Served as Health System Specialist in TRICARE Regional Office (TRO)-South, advocating for beneficiaries and resolving complex issues.
- Troubleshot health care benefits, claims, enrollments, and authorizations through effective communication with stakeholders.
- Collaborated with Defense Health Agency and Managed Care Support Contractors to implement TRICARE policies and programs.
- Educated Military Treatment Facilities and regional staff on new or revised programs and policies.
- Acted as Beneficiary Counseling and Assistance Coordinator and Debt Collection Assistance Officer for the TRO.
- Coordinated educational briefings for Reserve Component service members and families before and after deployment.
- Analyzed customer service operation data to enhance efficiency and address member dissatisfaction initiatives.
Business Operations Specialist
Department of Defense
San Antonio
04.2020 - 08.2020
- Served as Business Operations Specialist, advising TRICARE Health Plan on military direct care delivery and Managed Care Support Contract implementation.
- Provided technical assistance to Market MTFs, OSD/DHA entities, and MCSC for operational compliance.
- Reviewed military healthcare processes to identify improvement opportunities in resource utilization for Regional/Market leadership.
- Assisted SMEs and CORs in evaluating MCSC adherence to contractual requirements and performance metrics.
- Utilized analytical models and information systems to assess MCSC compliance and alignment with performance plans.
- Tracked and evaluated Market/MTF performance metrics to support MHS and Market/MTF objectives.
- Elevated contractual issues to Chief, Purchased Care Delivery Branch for resolution.
- Coordinated cross-regionally with customer support organizations to address service delivery issues.
Transition Patient Advocate
Department of Veteran Affairs
San Antonio
05.2010 - 12.2012
- Acted as liaison for Veteran Affairs, connecting medical centers, patients, staff, and community on advocacy matters.
- Facilitated communication and problem-solving for transitioning OIF/OEF/OND veterans and families.
- Advocated for severely injured service members to ensure smooth transitions through VA Health Care System.
- Coordinated advisory and technical assistance for veterans seeking medical care within the VA system.
- Advised on eligibility in VA Health Care System, ensuring comprehensive care facilitation for veterans.
- Conducted briefings to educate services and community on OIF/OEF/OND transition programs.
- Educated military retirees about Tricare benefits, including coverage types, claims, and enrollment processes.
- Performed initial screenings for combat veterans to identify needs while assisting other veterans.
Continue Education Instructor
San Antonio Community College
San Antonio
10.2008 - 08.2011
- Instructed course on fundamental accounting concepts, emphasizing transaction analysis and financial statement preparation.
Delivered practical training in Microsoft Excel, Word, and PowerPoint for hands-on learning.
Supplemental Healthcare Coordinator
Department of Defense
San Antonio
01.2009 - 05.2010
- Led supplemental healthcare coordination at Brooke Army Medical Center, providing procedural expertise on health care benefits.
- Managed requests for Supplemental Healthcare Coordinator, conducting DEERS eligibility checks and coordinating service sources.
- Counseled active-duty soldiers on TRICARE benefits, federally funded programs, and Veterans Administration options.
- Consulted with medical and administrative staff regarding external care procurement and financial aid resources.
- Served as primary contact for urgent care requests from active-duty service members outside enrollment areas.
Health System Specialist
Department of Defense
Ft Sam Houston
04.2008 - 12.2008
- Educated beneficiaries about Military Health System and Managed Care Support contract.
- Advocated for Warriors in Transition service members and their dependents regarding healthcare access.
- Resolved issues related to claims, appeals, service denials, and care coordination delays.
- Coordinated non-DOD healthcare services and resources for eligible beneficiaries.
Education
Master's degree - BUSINESS ADMINISTRATION
Wayland Baptist University
San Antonio, TX, United States11.2008
Bachelor's degree - Network and Communication Management
DeVry University
Irving, TX, United States02.2004
Skills
- Data analysis
- Policy implementation
- Beneficiary advocacy
- Healthcare coordination
- Microsoft Excel
- Stakeholder communication
- Problem solving
- Team collaboration
- Presentation skills
- Research analysis
- Organizational skills
- Claims processing
References
- Maria, Guerrero, Chief of Patient Experience, maria.c.guerrero13.civ@health.mil, 210-919-5112, Joint Base San Antonio
- Briana, Flowers, Chief Customer Service, briana.n.flowers.civ@health.mil, 210-536-6041, Defense Health Agency
Training
- Defense Civilian Emerging Leadership Program
Timeline
Business Operations Specialist
Department of Defense
04.2020 - 08.2020
Reseve Component BCAC/DCAO
Department of Defense
01.2013 - Current
Transition Patient Advocate
Department of Veteran Affairs
05.2010 - 12.2012
Supplemental Healthcare Coordinator
Department of Defense
01.2009 - 05.2010
Continue Education Instructor
San Antonio Community College
10.2008 - 08.2011
Health System Specialist
Department of Defense
04.2008 - 12.2008
Master's degree - BUSINESS ADMINISTRATION
Wayland Baptist University
Bachelor's degree - Network and Communication Management
DeVry University
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