Aeromedical Consultant Technician - Direct Pilot Assistance
Aeromedical Consultant Technician - Direct Pilot Assistance
Successful candidates will possess outstanding multi-tasking abilities, communication and teamwork as well as the ability to keep up in a fast paced working environment. The successful candidate should be able to demonstrate previous successful/positive customer service encounters or programs.
Provide direct support to the Aeromedical Physician Consultant on a daily basis to provide superior attention to the certification needs and care of the professional pilot (Airman).
Properly triages airman calls and inquiries by 1) determining the appropriate service type (Scope of Work classification), 2) determining the level of expertise that would best meet the needs of the airman (i.e. Consultant level, Aeromedical Nurse level, or Physician Consultant level) and 3) connecting or referring the airman case accordingly. (See * Triage Duties below)
Upon receipt of a new referral from the Company/Client or receipt of a call from an Airman, properly assess the Airman’s situation and quickly determine the course of action necessary to recertify the Airman so that he or she can return to duty. This includes:
- Conducting an initial assessment and
- Collecting of any medical paperwork necessary for a complete review (confer with Physician Consultant, as needed) and
- Helping to make the Airman’s experience as positive as possible
Enter new case referrals into a proprietary case management database, which includes gathering demographic, employment, medical history and other related data.
Assist Airman and the medical providers with prepping case files, outreach and scheduling for Airman and general management of tasks for follow up.
Monitor active aeromedical cases to make sure the airman’s wait times are not too long
Collaborate with Company/Client administrative personnel and Harvey Watt clinical consultants to evaluate new case referrals and determine the criteria required to certify airmen according to FAA medical standards.
Inform Airmen of medical criteria required for consideration of a Special Issuance Authorization by the FAA
Respond easily to routine requests for information.
Maintain the Airman’s confidentiality at all times.
Communicate with Airman and provide verbal feedback in a professional manner.
Meet productivity standards as defined by service level agreements for delivery of services (productivity is continuously assessed by program management).
Receive direction from Aeromedical Supervisor, Director of Claims Administration, Aeromedical Physician Consultant and Director of Operations. Work cooperatively with all members of the Aeromedical and Claims Teams and supports airman satisfaction goals.
Other related duties as assigned.
PREFERRED QUALIFICATIONS (not required):
- Minimum of 1 – 3 years of experience as a case, claims or project manager, demonstrating best in class practices for case management by use of a diary or tickler system
- Experience in crisis triage and risk assessment
- Minimum of 3 – 5 years of strong Customer Service experience.
- Bachelor’s Degree; Equivalent training, certification or experience is acceptable.
- Detail oriented with strong analytical and organizational ability.
- Experience interfacing with client (s) and the ability to deal with them in a professional manner.
- A genuine desire and commitment to customer service
NECESSARY KNOWLEDGE AND SKILLS:
- Problem solving abilities/good judgment, with strong interpersonal skills.
- Effective communication skills (both written and verbal) with strong telephone skills, adaptable and flexible in dealing with a variety of people at various levels inside and outside Harvey Watt and
- Ability to verbally de-escalate violent /disruptive behavior.
- Diplomacy, tact, patience needed in dealing with those in accurate distress, suffering from serious mental illness or anger due to career crisis.
- Ability to follow and understand instructions, and react favorably in all work situations.
- Ability to work independently and assimilate learning materials on different subjects from various sources.
- Computer savvy with ability to learn applicable business software applications for use in an automated work environment, including strong systems, Internet, Windows, Word and Excel experience.
- Expected to demonstrate authoritative knowledge of Harvey W. Watt & Company’s coverage, products and services.
- Expected to help build and maintain a reputation of quality for Harvey W. Watt & Company
Screen the airman’s description of why he or she is calling, note any medical symptoms reported and for expediency sake, guide the airman to the appropriate level of attention in the appropriate time frame based on verbal telephone interview ( i.e., listening to and talking with the airman).
- Initiate the triage process through a guided, systematic telephone interview.
- Query the airman with clarifying questions that further explore and investigate symptoms or concerns to better elucidate the problem.
- Prioritize the airman issue, classifying it as a non-urgent, urgent, or priority matter.
- Aeromedical Diagnosis and Planning:
- Consult with Aeromedical Physician Consultant to formulate a preliminary assessment based on information obtained from the airman interview and, if provided, review of airman’s medical record, as indicated. Always confer with a clinical advisor on medical matters and never, give a diagnosis of any kind. That is reserved for the treating physician.
- Utilize effective decision-making and problem solving based on sound clinical judgment (gathered from a clinical opinion)
- Select applicable aeromedical protocols and apply them appropriately to the airman’s situation
- Ask Watt’s clinical consultants to apply evidence-based resources and protocols for recommendations for symptom management. Communicate and collaborate with aeromedical physicians, aeromedical nurse consultant and other healthcare team members for recommendations or further direction in the management of the airman issue(s).
- Provide advice and resource coordination, as indicated
- Determine appropriate consultation with Aeromedical Physician Consultant, Aeromedical Nurse Consultant or health care team members
- Determine transfer or disposition of care based on priority assessment
- Facilitate follow-up, as indicated
- Communicate airman issues or concerns to the Aeromedical Physician Consultant, Aeromedical Nurse Consultant and other team members, as indicated
- Analyze airman outcomes and problem-resolution associated with intervention(s),
- Document the interaction thoroughly in the tracking database (PDMS), noting action plan, as needed.
- Modify plan, as needed.