Work hours are M-F: Variable between 7:30AM-4:30PM and 8:00AM-5:00PM
Coordinate TDRL examination appointments and schedule follow-up appointments;
Maintain and safeguard both hard copy and electronic medical information.
Communicate and apply sound judgment, ingenuity, and persuasiveness in motivating apathetic or negatively-inclined individuals, including psychiatric, seriously ill and terminally ill patients, to apply for benefits for which they are eligible.
This involves communicating effectively with belligerent/angry or extremely frustrated service members, retirees, and family members while understanding their fears and concerns and being able to obtain their confidence and trust.
Track all assigned cases; analyze performance against established metrics; analyze available data using various statistical analytic tools; and measure, trends,and statistical deviations.
Counsel veterans in person, by telephone, and in writing on matters related to their TDRL reevaluation, and ensure that the individual completely understands all phases of the process.
Identify problems and recommends change to Program Manager on policies and improvements to processes and services provided to service Soldier’s for Life Veteran and their families.
Provide daily updates and use Department of Defense(DoD) and Department of the Army (DA) databases, Armed Forces Health Longitudinal Technology Application (AHLTA), electronic health records applications, as well as current and commonly utilized office productivity software applications such as word processing, spreadsheet programs, presentations software, and email and scheduling programs.
Bachelor's degree required; equivalent years of experience in lieu of degree.
2 years of relevant experience required.
Knowledge of federal, state, and local policies related to benefits and social programs and procedures sufficient to serve as a technical authority to implement and counsel on the program.
Knowledge of understanding of military retirement systems.
Knowledge and skill in applying analytical and evaluate methods and techniques to issues concerning technical aspects and the efficiency/effectiveness of the military personnel processing system.
Skill in fact-finding and investigative techniques to gather factual information and to determine the appropriate treatment of matters as they apply to moderately complex retiree benefits and issues.
Ability to communicate effectively, perform advisory services for specific requests, conduct interviews and motivate customers to use benefits and services immediately available.
Knowledge of medical terminology, military and civilian medical organizational structure, and practices.
Basic understanding and knowledge of the use of coding techniques under the International Classification of Disease and Veteran's Affairs Schedule for Rating Disabilities.
Knowledge of and ability to use DoD and DA databases, and electronic medical records applications, as well as current and commonly utilized office productivity software applications such as word processing, spreadsheet programs, presentations software, and email and scheduling programs.
Knowledge of the operational principles of all common office equipment such as desktop computers, scanners, printers, office copiers, shredders, fax machines, labelers, etc.
Knowledge of basic statistical collection and reporting techniques, including measuring means, trends, simple statistical deviations, construction of diagrams, histograms, bar and pie charts to convey ideas related to Army TDRL/DES processing events.
Capacity to be a self-starter and thrive in a fast-paced environment.
Excellent client-ready and client facilitation skills.
Excellent oral and written communication skills.
Physical Requirements: Ability to lift or transport items up to 30 lbs., Ability to sit up to 80% of the time and stand up to 20% of the time, Ability to travel up to 30% of time, Use of personal vehicle for job duties, Work is performed in an office environment with medium noise level.
Additional Requirements as per contract/client: Ability to pass a National Agency Level Clearance (NALC) investigation to obtain a government access card, Ability to obtain Physical Evaluation Board Liaison Officer Certification within 30 days of the date of hire, United States Citizenship