Call Center Team Lead (Call Center Environment) - (Bethesda, MD)

Ivyhill Technologies•Bethesda, MD

1d•Onsite

About The Position

Team Ivyhill is seeking a full-time Call Center Team Lead to support its contract with the Integrated Referral Management and Appointing Center (IRMAC). This role involves providing oversight and management for a team of Call Center Agents who coordinate healthcare appointments for primary care and specialty care medical services via incoming and outgoing phone calls for 13 Military Treatment Facilities within the National Capital Region. The initial 90-day period serves as a mutual evaluation, with successful completion offering a path to a regular, full-time position.

Requirements

High School Diploma or equivalent.
Experience in healthcare administration, business operations, information management, or a related discipline.
Knowledge, skills, and abilities necessary to perform duties within a Military Health System (MHS), Referral Management (RM) or Call Center environment.
Minimum of one (1) year of Call Center Agent experience within the IRMAC or a comparable healthcare-related call center setting.
Possess U.S. Citizenship.
Be able to obtain a Public Trust Clearance.
Be able to read, write, speak, and understand English.
Experience using the MHS Genesis Revenue Cycle appointing software.
Basic knowledge/understanding of human anatomy and physiology.
Knowledge of the Military Health Care System, TRICARE, medical terminology, release of medical information and legal ethics.
Knowledge of standard office administrative practices and procedures, including the use of standard office equipment.
Proficient with Microsoft Word, Excel, PowerPoint, Outlook and Access.
Familiar with medical information systems and automated analytical tools and software (clinical and financial models) with the ability to provide quantitative and qualitative analyses techniques using various military computer systems.
Exceptional customer service skills with the ability to professionally and effectively interact with patients, staff, beneficiaries and leadership.
Strong verbal and written communication skills.
Ability to make sound judgments.
Ability to lead a small team and provide coaching and guidance on work performance.
Knowledge and skills to complete training with members of the team.
Highly organized, detail-oriented with strong organizational skills.
Ability to work effectively and independently with a positive attitude.
Ability to perform all duties and responsibilities of the Call Center Agent position.
Ability to monitor patient call center systems (IVR, CMS, ACD, MHS-GENESIS, and all automated systems).
Flexibility, creativity, and the ability to adapt to a changing work environment.
Excellent verbal and written communication, and interpersonal skills.
Ability to confer with Leadership and NCR executives on specific program goals.
Understand basic Medical Terminology.
Strong familiarity and understanding of the MHS-GENESIS, TRICARE Region 1 Policies and Department of Defense Health Affairs guidance.
Related experience with DoD and the military through prior work experiences preferred.
Internal applicants must maintain a favorable time and attendance record, consistently meet performance expectations, and be in good standing with respect to company policies, disciplinary actions, and conduct.

Nice To Haves

A Basic Medical Terminology Course is preferred but not required.

Responsibilities

Perform as Lead Call Center Agent of a Team of Call Center Agents.
Assist members of the Call Center with problem resolution.
Coordinate workload and assignments.
Train Call Center Agents in Call Center tasks.
Ensure adherence to all policies, procedures, and protocols.
Recommend new ways to improve the Appointing and Referral Management Care Coordinator process.
Implement approved methods, validate and implement MTF policy in support of hospital accreditation program and quality improvement efforts.
Perform all duties and responsibilities of a Call Center Agent.
Monitor patient call center systems (IVR, ACD, CMS, MHS-GENESIS, Microsoft Office Suite, and all automated systems).
Review details of appointing rules for clinics and review referrals for suitability, administrative and clinical completeness.
Coordinate the completion/booking for prerequisites prior to the patient’s first appointment.
Notify and direct professional staff and other Call Center Agents regarding process and policy.
Assist with training and orientation of new Call Center Agents.
Ensure appointing staff are trained and can demonstrate an understanding of the appointing process.
Review health care delivery plans related to patient eligibility status in MHS-GENESIS.
Discuss MICAs with team members and develop appropriate plans to reduce/mitigate MICAs.
Provide recommendations to assist other ROFR staff when advising patients regarding referrals and access to care options.
Coordinate process for appointing and tracking referrals in MHS-GENESIS.
Search all MTFs for availability based on clinic guidance and available appointments within MHS-GENESIS.
Identify market forces, patient and beneficiary demand, and other issues impacting MTF capabilities, access, and patient care compliance/quality, and report to the PM to discuss and implement changes with the IRMAC Director.
Ensure equitable distribution of call center workload between MTFs and among NCA appointing staff.
Ensure Call Center phone system applications are operating on computers immediately upon logging in for work.
Schedule patients in MHS-GENESIS for appointments at any MTF in the NCR eMSM based upon Appointing Business Rules and protocols.
Verify patients are registered in MHS-GENESIS; if not, register patient and update demographics.
Assist with other duties within the Appointing or Referral Management Office related to appointing or processing referrals.
Review and prepare monthly Appointing reports through the CMS, DPA system and the AVAYA Contact Recorder.
Review and analyze complex health care operations.
Prepare presentations, project papers, staff and biometric reports and other medical administrative correspondence.
Use analytical skills and tested methodologies to conduct studies in support of projects, programs, processes, or initiatives covering aspects of military health care activities that affect appointing and determine ways to improve services.
Maintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operation.
Perform office administrative practices and procedures, including the use of standard office equipment.
Monitor team's calls and provide feedback on strengths and areas of improvement.
Monitor, document, and report time and attendance to the PM and leadership.
Demonstrated ability to lead, coach and mentor staff while promoting accountability, teamwork, and service excellence.