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

Ivyhill Technologies LLC•Bethesda, MD

2d•Onsite

About The Position

Team Ivyhill is seeking a 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 within the National Capital Region. The position is initially a 90-day temporary role with the potential for regular full-time employment upon successful completion of the evaluation period.

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 in 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.
U.S. Citizenship.
Ability to obtain a Public Trust Clearance.
Ability 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 use of standard office equipment for clerical, statistical, and data entry tasks.
Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and Access.
Familiarity with medical information systems and automated analytical tools and software.
Ability to provide quantitative and qualitative analyses 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 team members.
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 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.
Demonstrated ability to lead, coach, and mentor staff while promoting accountability, teamwork, and service excellence.

Nice To Haves

Understand basic Medical Terminology, a Basic Medical Terminology Course is preferred but not required.
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.

Responsibilities

Perform as Lead Call Center Agent, assisting team members with problem resolution, coordinating workload, and ensuring adherence to policies and procedures.
Recommend and implement improvements to the Appointing and Referral Management Care Coordinator process.
Validate and implement MTF policy in support of hospital accreditation and quality improvement.
Perform all duties and responsibilities of a Call Center Agent.
Monitor patient call center systems including IVR, ACD, CMS, MHS-GENESIS, and Microsoft Office Suite.
Review appointing rules, referrals for suitability, and coordinate completion of prerequisites for patient appointments.
Notify and direct professional staff and Call Center Agents regarding processes and policies, assist with training, and ensure staff 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 plans to reduce/mitigate them.
Provide recommendations to assist other ROFR staff in advising patients on referrals and access to care options.
Coordinate the process for appointing and tracking referrals in MHS-GENESIS, searching for availability across MTFs.
Identify market forces, patient demand, and other issues impacting MTF capabilities and report to the PM for discussion and implementation of changes.
Ensure equitable distribution of call center workload.
Ensure Call Center phone system applications are operating correctly.
Schedule patients in MHS-GENESIS for appointments based on business rules and protocols.
Verify patient registration in MHS-GENESIS and update demographic information as needed.
Assist with other duties within the Appointing or Referral Management Office.
Prepare monthly Appointing reports using CMS, DPA system, and AVAYA Contact Recorder.
Analyze complex health care operations and prepare presentations and reports.
Conduct studies using analytical skills to improve military healthcare appointing services.
Maintain effective communication with staff and work closely with technical staff.
Perform office administrative practices and procedures, including data entry.
Monitor team's calls and provide feedback.
Monitor, document, and report time and attendance.