Lead Medical Case Manager / Focal Point

Job Description

Job Description

Program: HQ AFRC/SG Aeromedical Case Management Support (RFQ FA664326Q0004)

Location: HQ AFRC, Robins AFB, Warner Robins, GA (on-site)

Employment type: Full-time, non-exempt (SCA) — contingent on award

Labor category:  Medical Record Technician (Medical Case Manager, lead capacity)

Reports toUHP Program Manager / Company leadership (not the Government)

POSITION SUMMARY

Essential Healthcare Solutions is supporting United Health Partners. This role serves as the single Focal Point and working team lead for a three-person aeromedical case-management team supporting the Office of the Command Surgeon at HQ AFRC. This is a working lead role: you will carry your own case load while also owning the government-facing point-of-contact function, team workflow and load-balancing, metrics and recurring reporting, RMU guidance, and support to the SGP division's training events. You keep the team meeting its accuracy and timeliness performance standards across ~6,456 case actions per month for a force of roughly 70,000 reservists.

KEY RESPONSIBILITIES

• Act as the contractor Focal Point / single point of contact for all government correspondence; provide clear written and verbal responses within required timeframes and attend monthly performance meetings with the COR.
• Carry an active case load — receive, track, review, and adjudicate accession, retention, and flying-class waiver cases using AIMWTS, ECT, and PEPP.
• Own team workflow: assign and load-balance the highest-volume queues (data/status updates, initial case actions) against their timeliness thresholds, and manage surge up to +15% through internal re-prioritization, flex-time, and cross-utilization.
• Prepare and deliver recurring and ad hoc reports — Monthly Status Report, Annual Report, case-processing metrics, data-quality and unit case-load analyses; own MICT self-assessment checklists related to case-management policy.
• Provide written guidance to reserve medical units (RMUs) on managing questionable or incompletely documented cases; coordinate with MAJCOMs, HQ USAF, ACS, RS, and MTFs on reserve-unique medical issues.
• Assist with planning, preparation, and execution of the four training events conducted by the SGP division (e.g., AMTM/FSST support).
• Manage phase-in/phase-out activities: attend weekly transition meetings, complete system-access requirements, and ensure no degradation of service at transition.
• Direct contractor personnel operations and serve as the primary interface with the Government and customers, maintaining non-personal-services boundaries.

REQUIRED QUALIFICATIONS

• Domain experience: Demonstrated experience processing and managing physical exams and medical standards — acquired through a military medical environment (e.g., USAF Physical Exam Standards / PES, aeromedical, or reserve medical unit) OR an equivalent civilian aeromedical, occupational health, or disability evaluation system (DES) environment.
• Regulatory knowledge: Working knowledge of medical standards for retention, flying classes, Line of Duty (LOD) determinations, and special operational duty for the USAF; familiarity with the Aeromedical Waiver Guide (AMWG) and the Medical Standards Directory (MSD), applicable AFIs, and 422/469 and DES processes (or the ability to rapidly acquire it).
• Medical literacy: Basic knowledge of anatomy, physiology, disorders of human body systems, and emergency medical care procedures; proficiency with medical terminology and ICD-10 coding, used accurately when documenting cases.
• Communication & administrative skills: Excellent oral and written communication; ability to translate complex medical/administrative instructions to service members at their comprehension level; project-management / workflow-tracking ability.
• Technical skills: Proficiency with Adobe PDF and Microsoft Office (Word, Excel, Outlook, PowerPoint); proficient typing on both QWERTY and 9-key/numeric pads.
• Baseline requirements: Able to work independently with strong time-management and prioritization skills; exceptional customer-service skills; fluent in reading, writing, speaking, and understanding English.
• Leadership capacity: Demonstrated ability to direct contractor personnel and serve as the primary government/customer interface; project-management experience coordinating multi-person workflows to measurable performance standards (AQLs).

SYSTEMS YOU'LL USE (GOVERNMENT-PROVIDED ACCESS & TRAINING)

• The Government furnishes access to all systems of record, the government-configured computer/network you will use, and system-specific training. You do not need to own, license, or bring these systems — access is granted after your Tier 1 background investigation clears. You must be proficient in, or able to rapidly acquire proficiency in:
• AIMWTS — Aeromedical Information Management Waiver Tracking System (waiver case documentation and routing).
• ECT — Electronic Case Tracking (AFRC case-management workflow / system of record).
• PEPP — Physical Examination Processing Program (exam ordering, processing, and closeout).
• MEDXS — Air Force medical readiness applications portal.
• JLV — Joint Longitudinal Viewer (read-only DoD/VA/community medical record viewer).
• MICT — Management Internal Control Toolset (self-assessment / compliance checklists).
• PHA — Periodic Health Assessment programs; plus Microsoft Office (Word, Excel, Outlook, PowerPoint) and Adobe PDF

PREFERRED / HIGHLY DESIRED

• In-depth knowledge of Line of Duty (LOD) determinations and Medical Evaluation Board (MEB) processes.
• Prior hands-on experience in a USAF/AFRC/ARC aeromedical or reserve medical unit, or with the specific systems above (AIMWTS, ECT, PEPP) — clears the System-Experience gate with proof rather than crosswalk.
• Reporting & analysis: Experience building metrics/status reports and using an internal case tracker or similar tool to age and flag actions against service levels.

CLEARANCE & ONBOARDING REQUIREMENTS

• U.S. person / background investigation: Must be able to obtain and maintain a favorable Tier 1 (T1) National Agency Check with Inquiries (NACI). Tier 1 certification is required within 30 days of contract start; no network or system access is granted without a valid T1 or approved interim access. (Investigation cost is covered by the employer, not the candidate.)
• Non-Disclosure Agreement: Must sign the AFRC/SG Non-Disclosure Agreement prior to beginning performance.
• Required training: Must complete DoD Cyber Awareness, HIPAA, Privacy Act, and Derivative Classification training (government-provided).

WORK ENVIRONMENT & CONDITIONS

• Location: On-site at HQ Air Force Reserve Command, Robins Air Force Base (Warner Robins), GA. Single site; travel is not required. Relocation and travel are not reimbursed.
• Schedule: Full-time, normally 8 hours/day between 0800–1600 ET, Monday–Friday (core hours 0900–1500 ET), excluding federal holidays and Air Force Family/Down Days. Overtime is not authorized; flex-time is permitted to meet performance requirements.
• Telework: Situational telework only, with prior COR approval, using a government-approved VPN; sensitive data may not be stored on local/unapproved devices.
• Non-personal services: This is a non-personal services contract. You are an employee of the contractor, take direction from and are supervised by the contractor (not the Government), and will identify yourself as contractor personnel at all times.
• Compensation: Covered under the Service Contract Act family (WD 2015-4495). Same 12190 labor category performing in a lead / Focal Point capacity, paid above the SCA floor: base pay $27.00–$32.00/hr. Health & Welfare $5.55/hr. Non-exempt.