Job Description

• Efficiently monitor and manage all assigned Community Care consults to ensure accurate tracking from initiation through resolution and closure.
• Maintain daily, up‑to‑date, accurate records of consult status, activity, and outstanding requirements using approved tracking tools.
• Review consults for completeness and accuracy, identifying missing orders, authorizations, documentation, or follow‑up needs.
• Manage follow‑up on pending, cancelled, delayed, and active consults to prevent missed care or expired authorizations.
• Utilize the designated consult tracking system (including interim/manual trackers while system access is pending) and assume responsibility for reviewing and acting on consults for the assigned CBOC.

• Attend daily or regularly scheduled clinic huddles and report on:
• Pending consults
• Cancelled consults
• Active and aging consults
• Generate routine reports to keep leadership and the care team informed on consult status, risks, and unresolved items.
• Escalate issues that place consult completion, timeliness, or compliance at risk in accordance with established protocols.

• Contact Veterans as needed to:
• Confirm appointment status
• Resolve delays or missing information
• Support timely completion of Community Care services
• Document all Veteran communications accurately and professionally.

• Proactively chase and collect all required documentation from Community Care providers, including consult notes, reports, and follow‑up plans.
• Collect, prepare, and send imaging/X‑ray discs and related documentation to the VA.
• Track and confirm timely upload of discs into the Veteran’s medical record
• Inform ordering or referring providers once imaging discs and documentation have been successfully uploaded and are available for review as well as any follow-up consults that need to be placed.

• Serve as the primary point of contact for Community Care providers with questions regarding:
• VA points of contact
• Medications
• Orders
• Renewals or extensions of Community Care consults
• Coordinate with VA departments and internal clinic staff to ensure timely responses to provider inquiries.

• Develop and maintain strong working relationships with local Community Care providers, office managers, and referral coordinators.
• Conduct proactive outreach to help providers understand:
• What the CBOC is and is not responsible for
• Provider responsibilities related to orders, documentation, and follow‑up care
• Support improved provider compliance and turnaround times through education, clear expectations, and consistent communication.

• Establish and maintain a streamlined process to notify clinic providers when follow‑up actions are required that the Community Care provider cannot initiate directly.
• Example: initiating a physical therapy consult after orthopedic surgery when required by VA workflow
• Ensure providers receive timely, actionable information needed to place additional consults or orders without delay.

• Ensure all activities comply with HIPAA, VA Community Care requirements, and contractor policies.
• Maintain documentation and tracking records to support audits, compliance reviews, and quality improvement initiatives.
• Contribute to process refinement aimed at reducing consult delays and improving Veteran care experience.

• High school diploma or equivalent required
• Minimum 2 years of experience in healthcare coordination, consult management, referrals, medical records, or patient access.
• Demonstrated ability to manage high volumes of consults and conduct persistent follow‑up.
• Strong organizational skills with excellent attention to detail.
• Proficient with electronic tracking systems, spreadsheets, and documentation workflows.
• Strong verbal and written communication skills.

• Experience with VA Community Care, VA consult workflows, or contractor‑supported CBOCs.
• Familiarity with imaging, specialty care referrals, and documentation standards.
• Experience serving as a liaison between multiple healthcare entities.

• Clear and professional communication
• Attention to detail and data accuracy
• Persistence and accountability
• Relationship building with external providers
• Ability to manage competing priorities and deadlines