Janae Sykes

Administrative Clerical Support / ADPAC Customer Service

· Provides general clerical public contact support services such as answering the telephone, referring visitors, or providing information about the office, its functions, and standard operating procedures.

· Prepares correspondence and reports as needed and acts as consultant to program team members regarding administrative duties.

· Assist in trouble shooting problems for patients, answering questions for patients, staff, customers and supporting the program staff.

· Employee must have knowledge of the legal significance of medical records, The Privacy Act of

· 1974 and HIPAA regulations as they relate to confidentiality and release of patient’s information Performs clerical assistant work in support of the care and treatment given to patients in an inpatient ward or other unit of the medical facility.

· Coordinate and schedule appointments using automated healthcare systems and CPRS Receive patient appointment requests and input appointments within established guidelines.

· Communicate with patients and providers of different specialties.

· Employee operated computer-keyboard, printer, and scanner to perform standardized office automation duties using a variety of software packages and ensures that all hardware is operating properly to complete the task.

· Manage the feedback received from veterans, family members and friends to eliminate communication barriers that hinder the continuity of care.

· Responsible for properly scheduling return to clinic orders, consults for veteran’s dental care/ preventative treatment.

· Assists in resolving complaints and care issues across the continuum of care and coordinates the resolution of problems with staff dentists and administrative leadership.

· Assists in ensuring timely completion of actions assigned by local, VISN, or VA Central offices for tracking or reporting.

· Monitors and reports time and attendance for multiple areas of the SL. Maintains time and attendance for commonly used pay plans and types of leave, including limited special pay situations for providers, and situations covering complex scheduling required for 24/7coverage.

· Providing support to the Service Chief, Administrative Officer and Residency Director for various administrative tasks, data collection, patient issue resolution, ADPAC duties, meeting attendance and minutes, and other tasks as assigned for the service line.

· Collection and management of return to clinic orders, inpatient and outpatient co silts and/or tracking of data and statistical information in support of the Dental Service's program Assists the Administrative Officer with managing clinic profiles to include ensuring the dental providers are booked according to the type of app intent and their clinic template i.e., medical clearance clinic, comprehensive and pension examinations etc.

· Identifies, coordinates, and tracks post-meeting action items to completion.

· Develops systems, processes, and procedures to ensure timely submission, review, and coordination of all required read-ahead materials.

· Reviews daily briefing folders for the leadership team to ensure that they are prepared properly and oversees the weekly calendar reconciliation process.

· Manages the office schedule, or day-to-day plans.

· Maintains conference room appointments and calendar by scheduling meetings and sets reminders.

· Develops routine plans or schedules using standard reference and existing information.

· Plans and coordinates logistics for small to large-scale events such as special committees, boards, symposia, and conferences based on meeting objectives, identifies schedule/time required, and estimates resources required.

· Responsible for timekeeping functions.

· In the role of a Personal Identity Verification (PIV) Sponsor for PIV Card applicants.

· Acts as the Talent Management System Coordinator (TMS)-training specialist and manage/oversee the TMS learning plans for employees.

· Oversees the procurement of supplies and services required for program office functions.

· Conducts fact-finding, fact-checking, and research on a wide variety of topical issues necessary to complete special projects, formulate responses to executive-level inquiries, and prepare leadership for meetings, briefings.

· Liaison/ handles the communication with persons and/or groups within and outside of an organization or office.

· Responding to incoming correspondence, creating, and revising routine correspondence, memorandums, letters, forms, and records data in support of the health care providers and social

· Knowledge about the GREC SL Performance Improvement Program, the requirements of VA Central Office (VACO), Joint Commission on Accreditation of Healthcare Organizations (JCAHO) and provides input from a broad database for management decisions.

· Knowledge about annual management reviews, management reviews, management briefings, personnel management reviews for the service line.

· Knowledge and skills in management of personnel utilization, employee training and development, position classification, space utilization, recurring and non-recurring reports, policies and procedures, budget, projections, inter-service relations and impact, and facility planning.

· Identifying, justifying, and implementing actions to improve operational efficiency, such as identifying needed resources or changes in procedures in the service.

· Knowledge in writing reports, policies, directives, solicitations, guidance, and other materials for the service.

· Knowledge of creating a budget for the service including preparing detailed and summary budgets and fiscal and program operating plans.

· Knowledge and skill with assisting in the development, implementation and tracking of long-term and short-term internal policies, goals, and objectives.

· Advises the Service Chief and the Service Administrative Officer on resource allocation within the service line, with the goal of improving the service line's position concerning resources allocation within the medical center and VISN 6.

· Knowledge of hiring process through HR to ensure process is expedited and EOD requests are addressed.

· Provides technical support and assistance to service line staff in gathering and compiling materials for the service for the purposes of developing policy statements and completing special assignments and projects within the service line.

· Knowledge and skill with ensuring coverage for the service and coordinates with Administrative Officer to ensure that approval of leave ensures adequate staff coverage.

· Knowledge of the skill in preparing requests to the Executive Resources Board (ERB), ensuring that sufficient justification and supporting documentation are provided for the committee review and recommendations to the Director.

· Knowledge of record keeping, management and the organization of documents relating to expenditures to provide accurate and timely data.

· Knowledge of requesting approval of expenditures and reports fiscal status to program coordinators and the medical center Fiscal Officer as necessary/ SEPG requests.

· Consistently responds promptly and ensures response to customer requests is prompt and in a friendly, cooperative manner that meets or exceeds established guidelines.

· Effectively Communicates in a timely, accurate, courteous, helpful, and constructive manner Cooperates and communicates with staff to accomplish work and improve performance and overall effectiveness of service.

· Serve as an advocate for patients as well as service level advocate for service; receives and listens to complaints and grievances from patients or from individuals on behalf of patients when concerns of delay in dental care and or scheduling conflicts arise routed from the HAMVAMC Veteran Experience Office or directly from the patient.

Acting Role of Administrative Officer

· Directs patient to various clinics; provide instructions/guidance to patients on/off campus dental care referrals.

functions as an Administrative Officer (AO) and, directs and coordinates the administrative, operational, and planning activities within the service.

responsible for administration management of the service with final authority resting with the Chief.

functions of the position include, but not limited to assisting in strategic planning, creating and maintaining statistical data for decision-making purposes; developing and monitoring cost-effective programs; developing clinical policies as appropriate, and developing methods and tools to scientifically evaluate program activities and effectiveness as it relates to the expansion of dental service at HCC#1 and Langley AFB site activation as it relates to staffing requests via MSS request for recruitment efforts, back filling, LEAF request for Above Ceiling Fee, Within Ceiling Requests, Clinic Basis request and weekly response to HR correspondence

responsible for daily duties of an administrative and clinical nature, including knowledge of computer systems, managing all administrative and professional staff, including intermittent, contract, fee basis providers, residents.

coordinates activities, performs analytical trending and evaluative work associated with the service; ensures all contracts are developed, maintained and implemented in accordance with the Department of Veterans Affairs mission, regulation, and directives in addition to Hampton VA Medical Center policies.

directly supervises all Dental Administrative Staff to include three GS-0679-06 Medical Support Assistants. In addition

provides support to the VISN 6 Lead Dentist, for all administrative tasks directly related to the VISN Lead Dentist’s duties

The AO provides direct support to the VISN 6 Lead Dentist to manage the VISN 6 Dental Service Line which includes 7 Medical Centers and 4 Health Care Centers (HCC’s). The AO collects, distributes, and analyzes Quality Indicator and other Performance data from various sources to include the Dental Analytics and Reporting System (DRAS), the Clinic Practice Management Dashboard, and VSSC for all VISN 6 Dental Facilities. Demonstrates knowledge of Dental Service Delivery Systems and the ability to analyze and integrate clinical data. The AO provides recommendations for improvement to Service Chief, VISN 6 Lead Dentist, Medical Center Leadership, VISN 6 Leadership, and the Office of Dentistry.

Provides support to the VISN Lead Dentist during annual site visits, including pre and post-visit document preparation, analysis, and submission to Medical Center Leadership, VISN 6 Leadership, and the Office of Dentistry. The AO Manages monthly VISN dental teleconferences and prepares agenda and meeting minutes as needed. Assists in coordinating communications between the Office of Dentistry and field services, and is a resource regarding interpretation of policies, directives, and procedures. Assists in preparation of Issue Briefs in the event significant clinical or administrative discrepancies come to the attention of the VISN or the Office of Dentistry. Assigns, suspenses, and tracks all tasks from the VISN Lead Dentist to all Dental sites. The AO provides leadership support, information, and guidance to all VISN 6 Dental Administrative Officers.

Personnel Administration and Management Work 35 Percent

responsible for personnel management for the Dental Service to include preparing requests for the Executive Resource Council for replacement personnel and changes in program requirements.

Acts as reviewing authority with the Human Resources Office concerning personnel related matters, i.e., disciplinary actions and responds to appeals and grievances.

Provides administrative supervision of personnel engaged in patient intake activities in resolving personnel problems and taking personnel actions.

Plays a central role in developing and coordinating internal review systems to assure that both clinical and administrative activities comply with agency and accrediting and regulatory requirements.

Assists managers and staff in projecting staffing needs, writing position descriptions, developing job analyses, preparing performance plans and appraisals, drafting disciplinary and adverse actions, special leave requests, performance and incentive awards, and other employee and labor relations issues within the Service, with final authority resting with the Chief as it relates Langley AFB site activations and HCC#1 Site activations staffing actions related to recruitment and service retention.

Discusses, investigates, and responds to employee grievances and dissatisfactions in order to resolve conflicts.

Represents management at labor/management meetings, provides information, and resolves conflicts and/or problems that may arise and assures management officials are familiar with the negotiated agreement as it relates to Langley AFB site activations and HCC#1 Site activations.

Serves as the key facilitator to resolve conflicts relative to employee-employee grievances within Dental Service.

Works closely with facility Patient Advocates, Public Affairs Officer, and the Administrative Assistants to Executive Management to resolve patient complaints through investigative techniques preparing congressional correspondence, facilitating corrective action, patient satisfaction efforts and to enhance public relation activities. Serves as a patient advocate resolving patient grievances and dissatisfactions regarding Dental Service.

Reviews, analyzes, and interprets incoming/outgoing correspondence for determination of accuracy of information, proper composition, proper format, and whether such correspondence conforms to current VA policies, instructions, regulations, as well as the viewpoint of the Chief and Management.

Recommends appropriate action or suggests appropriate alternatives based on knowledge of internal operations, agency personnel policies, budgetary constraints, and work priorities for the service.

Leads in administering programs concerning such matters as equal opportunity, merit promotion, labor management relations, and position management.

Serves as a key figure in manpower utilization program, assuring recruitment and retention within approved ceilings are maintained and clinic utilization reports for the service are submitted.

Assists with personnel administration including; knowledge of personnel operations, position classifications, grievance procedures, performance standards, functional statements, scopes of practice, and disciplinary action. Ensures that all personnel have received training and are compliant with operational policies, safety protocols, personnel policies, and conduct requirements.

Provides advice regarding composition of correspondence and furnishes information regarding medical center procedures, directives, and policies to services/programs that function under the supervision of the Dental Service as requested.

Maintains confidentiality of all office matters and executes discretion in the release of all information.

Manages and coordinates all administrative aspects of the Service.

Responsible for the development and implementation of short and long term policies and procedures for the Service and updates in that regard.

The policies and procedures dealt with are for all of the various aspects of the Service including budget and fiscal management, supply services and equipment procurement, personnel and workforce utilization, contract negotiation, construction and renovation and space utilization.

Develops, evaluates, and modifies organizational structure and systems to achieve program goals.

Administers the internal review, quality, and productivity initiatives for the organization. Develops, interprets, applies, and integrates objective criteria and acceptable standards for use in monitoring activities. Ensures quality assurance issues pertaining to the service are documented and appropriate follow up action occurs regarding any problem or recommendation found or made as a result of the services' quality assurance activities. Responsible for assessing patient satisfaction, quality management, stakeholders' affairs, budget control, utilization renew and short/long range planning.

Administers space and equipment programs. Establishes HR/Equipment/Space and is designated by the Chief as the responsible official for all property assigned to the Dental Service.

Assembles and analyzes equipment needs after coordination with program coordinators and prioritizes equipment needs as it related to Hampton VAMC, Langley AFB site activations and HCC#1 Site activations staffing actions related to recruitment and retention.

Serves as liaison between Facilities Management and the Dental Service for all equipment orders, deliveries, and problems which may arise.

serves as a voting member on the Space Committee and is responsible for constant surveillance, evaluation, and planning to ensure efficient utilization of space based on constantly changing and ever increasing program demands, especially as it relates to complete Langley AFB site activations and HCC#1 Site activations staffing actions related to recruitment and retention. .

works directly with Facilities Management and Architecture and Design on renovation projects for the Service especially as it relates to Langley AFB site activations and HCC#1 Site activations staffing actions related to recruitment and retention. This includes planning, collaboration, monitoring the progress of projects, and providing input as needed.

operates in the authority to plan for revised space assignments and to reallocate space to meet these demands.

Reviews orders to verify their need and ensures that each section receives the appropriate share of funds available.

Attends meetings as alternate/designee for Dental Chief to provide continuity, obtain information, and provide feedback as well as to assure a smooth operation of the program or services.

Arranges for representation by clinical staff members at executive level administrative meetings, committees, and functions by determining nature and scope of event versus service needs.

Develops the need for and maintains an awareness of available resources, and makes recommendations regarding needs, distribution, or redistribution of these resources.

operates as the fund control point official and has full authority for all fund control points for the Service and any programs requiring certification of services rendered before funds are disbursed especially as it relates to the expansions at both Langley AFB site activations and HCC#1 Site activations.

maintains the responsibility of operating within the authorized budget which include analyzing, evaluating, advising, and coordinating administrative and clinical activities associated with the successful outcome of efforts to improve patient access to VA healthcare with the service Chief and leadership within OCC.

Gathers and analyzes budget needs of the Medical Center in relation to the Service and supervises all phases of budgeting within administrative requirements under the supervision of the Service Chief.

Plans a system of internal controls which assures the fiscal management of the Dental Service to be maintained on a sound basis in accordance with generally accepting accounting practices.

Responsible for formulation and execution of annual budget, including salaries, travel, supplies, equipment, and all other general operating expenses.

Has knowledge of the role to assemble and compiles budget information and maintains running account of funds allocation and expended in all subaccounts and makes interim adjustments where necessary by applying the basic knowledge and understanding of budgetary policies, procedures and regulations; reviews orders to verify their need and ensures that each section receives the appropriate share of funds available.

Develops monthly and quarterly cost ceilings while maintaining running control of funds to ensure that accounts are within authorized levels.

Functions of the position include key strategic planning, budgetary oversight, creating, and maintaining statistical data for decision-making purposes, developing and monitoring costs avoidance and tools to scientifically evaluate program activities and effectiveness.

Participates with employees and staff in other service lines in reviewing office needs, plans, and goals to develop budget data and justification for review and approval.

Reviews all Dental Service financial reports to assure accuracy and compliance. Prepares and assembles charts, data, reports, narrative and statistical materials to justify the budget and to monitor clinical performance.

This includes identifying daily, monthly, quarterly and fiscal workload data to be captured through VistA, CPRS, VSSC, and Dental Record Manager (DRM) reports to reflect Service and VISN performance, manpower and workload efficiency.

Analyses captured data to identify Service, VISN and national productivity to determine proper utilization of Service resources and personnel and makes recommendations accordingly.

Participates in the analysis and interpretation of workload/performance data used in resource planning and service/individual performance evaluation pulling.

Prepares budget package for submission to the Fiscal Service/budget office and responds to all questions from that office.

Reviews financial reports and resolves discrepancies with the appropriate accounting office. Ensures that all expenditures are properly authorized and documented. Manages procurement and contracting, including initiating procurement requests, preparing statements of work, serving on acquisition team, participating in source selection process, serving as a COTR, and/or maintaining procurement and contracting records.

has the growing knowledge with requesting and pre contract requests to secure adequate resources to facilitate operations to include determining estimated contract costs, conducting market research and performing costs analysis for independent government estimates, providing documentation to support sole source contract requests and communicating with contractors.

Drafts and/or reviews contract requests and agreements to ensure accurate budgetary, personnel and administrative arrangements.

Knowledge with providing advice to management and staff on matters relating to contracts and exercises authorizations for obligation and expenditures of funds. Certifies that employee annual leave, sick leave, authorized absences, and other timekeeping items are posted correctly and timely by the timekeeper, and serves as approving authority. Monitors daily postings and ensure pay period exceptions are promptly addressed.

Reviews/prepares and provides input into Decision Support System (DSS) Labor mapping for Chief’s approval.

Knowledge with Preparation, negotiating and establishes pay cycles and appropriate pay bands for fee basis contract and intermittent employees and ensures salaries remain within budgetary levels established by medical center policy and budget office.

Clinical / Administrative Management 40 Percent

Provides direct administrative support to the Service Chief to manage the Hampton Dental Clinic and the VISN 6 Dental Service Line.

actively involved and solely responsible for clinic management processes, including, but not limited to; interpreting clinical needs, computerized clinic set up, clinic modifications, clinical staffing arrangements, monitoring and ensuring encounter form completion, consult management processes, discharge summary/operative note completion, maintaining and monitoring the Electronic Wait List (EWL), and associated plans for addressing all matters relating to clinic issues.

Active involvement in Clinic Practice Management (CPM), consult management, and clinic utilization.

the official point of contact and authority for ensuring incoming rotating residents/students are provided the necessary clinical tools, i.e., codes, orientation, clinic schedules, etc., in order to properly complete progress notes and data entry into the clinical record.

Administers the Dental Non-VA Care (NVCC) and Dental Veterans Choice programs in conjunction with the NVCC Office collaborating with OCC and upper leadership.

Ensures compliance with mandated reporting requirements including continuing education requirements.

Administers Dental Service policy and ensures that all policies are updated regularly.

Serves as primary ADPAC for Dental, manages Service computer access procedures (passwords, Person Class, New Person File, user menus, security keys) to ensure highest level of IT security, Service functionality, and to protect patient privacy and government liability.

Reviews user menus and security keys quarterly to ensure users have appropriate menus and level of access to perform position functions.

Provides basic computer training on automation software procedures and practices used within the organization.

Trains users on moderately complex data processing procedures such as VistA, CPRS, DRM and other software applications. Serves as the Service Data Validation Coordinator monitoring VistA reports for delinquent progress notes and consult actions.

Contacts providers, implements resolution procedures and tracks to completion ensuring optimum level of accuracy, timely completion of patient encounters, consults and electronic clinical records.

Acts as liaison between service and Ol&T, assists in package set-up and testing, implementation and maintenance, data base report retrieval, and offers problem resolution within and outside the service.

Notifies other ADPACs of software changes which might affect other software packages (such as ward changes, hospital location changes) etc. Provides for full administration of reporting, evaluation, and fee requirements associated with the accreditation of the organization and establishes procedures to meet unusual or unique standards.

Plays a central role in developing and coordinating internal review systems to assure that both clinical and administrative activities are in compliance with VA and accrediting requirements such as Joint Commission (JC). Establishes procedures/processes to comply with accreditation requirements for graduate medical/dental educational programs and JC.

Participates in long-range planning for all Dental Service resources.

Monitors and reports on internal controls taken to eliminate or reduce the possibility of fraud, waste and abuse. Monitors internal review, quality and productivity initiatives and the quality and productivity programs for Dental Service.

Generates required reports for the quality manager and other senior management. The AO is fully aware of quality assurance aspects.

Assembles and monitors current required materials to assist the Chief in satisfying requirements.

Performs audits necessary for continued accreditation, conducting the review and assembling data for approval. Prepares all necessary documentation for accreditation process. Participates in all site inspections where the Service is involved.

First level supervisory duty statement: provides technical and administrative supervision to all Dental administrative staff to include one GS-0318-05 Secretary and three GS-0679-06 Medical Support Assistants.

Ensures administrative support staff properly perform functions contributing to the successful operation of areas for which the AO has overall responsibility; including the distribution and delegation of workload to administrative support staff.

Evaluates work performance of subordinates. Gives advice, counsel, or instruction on technical and administrative matters.

Identifies training needs and provides for appropriate development and training.

Develops performance standards, position descriptions, and other HR related paperwork or requests. Interviews candidates for positions and promotions, and recommends selections to Service Chief.

Approves annual and sick leave for all subordinate staff. Is cognizant of, and adheres to, EEO policies and regulations when overseeing staff and making selections for employment and promotions.

Administrative Clerical Support
• Provides general clerical public contact support services such as answering the telephone, referring visitors, or providing information about the office, its functions, and standard operating procedures
• Prepares correspondence and reports as needed and acts as consultant to program team members regarding administrative duties
• Assist in trouble shooting problems for patients, answering questions for patients, staff, customers and supporting the program staff
• Employee must have knowledge of the legal significance of medical records, The Privacy Act of
• 1974 and HIPAA regulations as they relate to confidentiality and release of patient’s information Performs clerical assistant work in support of the care and treatment given to patients in an inpatient ward or other unit of the medical facility.
• Coordinate and schedule appointments using automated healthcare systems and CPRS Receive patient appointment requests and input appointments within established guidelines.
• Communicate with patients and providers of different specialties.
• Employee operated computer-keyboard, printer, and scanner to perform standardized office automation duties using a variety of software packages and ensures that all hardware is operating properly to complete the task.
• Manage the feedback received from veterans, family members and friends to eliminate communication barriers that hinder the continuity of care
• Responsible for properly scheduling return to clinic orders, consults for veteran’s dental care/ preventative treatment.
• Expert knowledge and experience in the utilizing and managing of the Dental Record Manager (DRM+) program to include assigning primary dental providers, updating the veteran’s dental classification, interpretation of dental charting/coding and registration.
• In addition, experience in medical alert notifications and the interpretation of those medical alert notifications.
• Assists in resolving complaints and care issues across the continuum of care and coordinates the resolution of problems with staff dentists and administrative leadership.
• Assists in ensuring timely completion of actions assigned by local, VISN, or VA Central offices for tracking or reporting.
• Monitors and reports time and attendance for multiple areas of the SL. Maintains time and attendance for commonly used pay plans and types of leave, including limited special pay situations for providers, and situations covering complex scheduling required for 24/7coverage.
• Performs other related duties as assigned.
• Experience in Providing support to the Service Chief, Administrative Officer, Other Staff as needed, and Residency Director for various administrative tasks, data collection, patient issue resolution, ADPAC duties, meeting attendance and minutes, and other tasks as assigned for the service line.
• Collection and management of return to clinic orders, inpatient and outpatient co silts and/or tracking of data and statistical information in support of the Dental Service's program Assists the Administrative Officer with managing clinic profiles to include ensuring the dental providers are booked according to the type of app intent and their clinic template i.e., medical clearance clinic, comprehensive and pension examinations etc.
Customer Service
• Consistently responds promptly and ensures response to customer requests is prompt and in a friendly, cooperative manner that meets or exceeds established guidelines
• Effectively Communicates in a timely, accurate, courteous, helpful, and constructive manner Cooperates and communicates with staff to accomplish work and improve performance and overall effectiveness of service
• Serve as an advocate for patients; receives and listens to complaints and grievances from patients or from individuals on behalf of patients when concerns of delay in dental care and or scheduling conflicts arise.
• Directs patient to various clinics; provide instructions/guidance to patients on/off campus dental care referrals.
• Training
• Completes all mandatory education hours and courses when requested
• Complete surveys and reviews to ensure medical center resources are appropriately utilized. Implements necessary corrective measures in relation to patient care and within the established dental services policies to resolve conflicts or barriers to complex dental care.
• Trained and proficient in knowledge of Health Insurance Portability and Accountability Act
• (HIPPA), Freedom of Information Act (FOIA), and Privacy Act (PA) Compliance, Information Assurance (IA) policies, and use of Automated Medical Information Exchange including My Health-E-Vet Secure Message.
• Knowledge of legal processes, procedures, and practices related to Office of Care in the Community benefit programs.
• Experience and training with VATAS,
• Experience and training with managing time and attendance, and DSS labor mapping , timekeeping for the Dental Service, ensuring accurate recording of overtime, leave, authorized absence, and other related matters under the direction of officer in charge.

Customer service

· Consistently responds promptly and ensures response to customer requests is prompt and in a friendly, cooperative manner that meets or exceeds established guidelines

· Effectively Communicates in a timely, accurate, courteous, helpful, and constructive manner Cooperates and communicates with staff to accomplish work and improve performance and overall effectiveness of service

· Serve as an advocate for patients; receives and listens to complaints and grievances from patients or from individuals on behalf of patients when concerns of delay in dental care and or scheduling conflicts arise.

· Directs patient to various clinics; provide instructions/guidance to patients on/off campus dental care referrals.

Administrative Support

Data Collection

· Processes documents and reports in accordance with established procedures

· Collects, enters, and manages data, including both patient data and program data and meets deadlines for data retrieval Prepares administrative actions

· Collects, compiles, and tracks patient treatment needs

· Recommends action plans for the service to maximize productivity, efficiency, and effectiveness of the operation.

Program Support

· Schedules patient appointments as necessary for program initiatives, as well as verifies patient registration

· Manages consults as appropriate and tracks patient no shows

· Coordinates services for all potential program referrals and keeps program staff apprised of patient census and any changes problems that might be encountered.

· Participates in staff meetings to discuss the development of both long and short-range policies and plans for the department

· Contributes to the improvement of productivity, effectiveness, and efficiency in program operations and/or administrative support activities.

· Regularly apply hospital laws and regulations related to the disclosure of health information and ensure patient privacy are maintained

· Coordinator of Morale, Welfare and Recreation for Dental Services responsible for implementation of new and exciting ways to enhance the performance of workplace climate

Administrative Clerical Support

· Provides general clerical public contact support services such as answering the telephone, referring visitors, or providing information about the office, its functions, and standard operating procedures

· Prepares correspondence and reports as needed and acts as consultant to program team members regarding administrative duties

· Assist in trouble shooting problems for patients, answering questions for patients, staff, customers and supporting the program staff

· Employee must have knowledge of the legal significance of medical records, The Privacy Act of

· 1974 and HIPAA regulations as they relate to confidentiality and release of patient’s information Performs clerical assistant work in support of the care and treatment given to patients in an inpatient ward or other unit of the medical facility.

· Coordinate and schedule appointments using automated healthcare systems and CPRS Receive patient appointment requests and input appointments within established guidelines.

· Communicate with patients and providers of different specialties.

· Employee operated computer-keyboard, printer, and scanner to perform standardized office automation duties using a variety of software packages and ensures that all hardware is operating properly to complete the task.

· Manage the feedback received from veterans, family members and friends to eliminate communication barriers that hinder the continuity of care

· Responsible for properly submitting return to clinic orders, consults for veteran’s dental care/ preventative treatment.

Customer Service

· Consistently responds promptly and ensures response to customer requests is prompt and in a friendly, cooperative manner that meets or exceeds established guidelines

· Effectively Communicates in a timely, accurate, courteous, helpful, and constructive manner Cooperates and communicates with staff to accomplish work and improve performance and overall effectiveness of service

· Serve as an advocate for patients; receives and listens to complaints and grievances from patients or from individuals on behalf of patients when concerns of delay in dental care and or scheduling conflicts arise.

· Directs patient to various clinics; provide instructions/guidance to patients on/off campus dental care referrals.

Administrative Support

· Manage the feedback received from veterans, family members and friends to eliminate communication barriers that hinder the continuity of care

· Provides guidance and informal cross training to staff assigned in department

· Focuses on the effectiveness of program operations in their efforts to meet established goals.

Responsible for administration management of the Dental Activity Unit with final authority resting with the Fort Eustis Dental Activity Commander .

Conducts command surveys to determine the level of compliance with regulations and administrative support activities.

Directs and coordinates the administrative, operational, and planning activities within the service.

Program Support

· Serves as clinic representative on the DENTAC Command Advisory Board where responsibilities included presentation to clinic staff that include recommendations, assistance with program cost effective analysis projects, management of workload, promoting techniques, to assisting in strategic planning, creating and maintaining statistical data for decision-making purposes; developing and monitoring cost-effective programs; developing clinical policies as appropriate, and developing methods and tools to scientifically evaluate program activities and effectiveness.

· for continuity of care benefits, budget analysis and evaluations of programs

· Supports quantitative and qualitative spectrum statistics

· Presents recommendations, assistance with program cost effective analysis projects

knowledge of computer systems, assisting with the managing of all administrative and professional staff, including intermittent, contract, fee basis providers, residents.

provides recommendations for improvement to US ARMY Dental Commander, US ARMY Dental Activity Command Leadership, Office of Dentistry.

Provides support to the VISN Lead Dentist during annual site visits, including pre and post-visit document preparation, analysis, and submission to Medical Center Leadership, VISN 6 Leadership, and the Office of Dentistry.

Manages monthly Dental Command teleconferences and prepares agenda and meeting minutes as needed.

Assists in coordinating communications between the USARMY MEDDAC COMMAND and US ARMY DENTAL COMMAND, and is a resource regarding interpretation of policies, directives, and procedures.

Assists in preparation of Issue Briefs in the event significant clinical or administrative discrepancies come to the attention of the command.

Assigns, suspenses, and tracks all tasks from the VISN Lead Dentist to all Dental sites. The AO provides leadership support, information, and guidance to all VISN 6 Dental Administrative Officers.

Customer Service

· Serve as an advocate for patients; receives and listens to complaints and grievances from patients or from individuals on behalf of patients when concerns of delay in dental care and or scheduling conflicts arise.

· Directs patient to various clinics; provide instructions/guidance to patients on/off campus dental care referrals

· Independently resolve complex problems, expedites services, and implements necessary corrective measures in relation to patient care and within the established dental services policies to resolve conflicts or barriers to complex dental care.

· Greets patients and receives walk-in patients, maintaining alertness for any emergency medical situations.

· Provides care in handling patient complaints, involving management as necessary

Administrative Clerical

· Assists in the management of patient care, patient medical records, appointing data, and health care options for beneficiaries and utilized by senior management to improve efficiency and the effectiveness of clinical performance.

· Greets patients and receives walk-in patients, maintaining alertness for any emergency medical situations.

· Managed and coordinated clerical duties inherent to front desk operations in patient care setting provides instructions/guidance to patients on/off campus dental care referrals

· Communicates with patients and providers of different specialties

· Performs office automation, receptionist, record management and related support duties associated with patient treatment.

· Receives incoming clinic calls and routes to proper departments Ensures patient privacy

Data Collection/ Retrieval

· Receives patient appointment requests and input appointments within established guidelines.

· Coordinate and scheduled appointments using automated healthcare systems and Corporate

· Dental Application (CDA)

· Submits return to clinic orders for active-duty soldiers dental care/ preventative treatment. Establishes and manages in/out processing, and retirement documentation of assigned dental outpatients.

· Monitors workload and production of assigned staff dentist to ensure provider’s books are booked

· Trained and proficient in knowledge of Health Insurance Portability and Accountability Act (HIPPA), Freedom of Information Act (FOIA), and Privacy Act (PA) Compliance, Information Assurance (IA) policies.

· Applies laws and regulations related to the disclosure of health information

collects, distributes, and analyzes Quality Indicator and other Performance data from various sources to include the Dental Analytics and Reporting System (DRAS), the Clinic Practice Management Dashboard, and Clinical Dental Applications reports for Fort Story Dental Clinic. Demonstrates knowledge of Dental Delivery Systems and the ability to analyze and integrate clinical data.