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

Team Ivyhill is currently seeking to hire a Team Lead to support its contract with the Integrated Referral Management and Appointing Center (IRMAC), the National Capital Regions’ premier coordinating authority for appointing and referral management services for beneficiaries in the Defense Health Network. 

The Team Lead will be responsible for providing oversight and management for a team of Call Center Agents coordinating 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.   

Duties and Responsibilities

1. Perform as Lead Call Center Agent of a Team of Call Center Agents. Will patiently assist members of the Call Center with resolution of problems; coordinate workload and assignments; train in Call Center tasks; and ensure adherence to all policies, procedures, and protocols.
2. Recommend new ways to improve the Appointing and Referral Management Care Coordinator process. Will implement approved methods, validate and implement MTF policy in support of hospital accreditation program and quality improvement efforts.
3. Will be able to perform all the duties and responsibilities listed of the Call Center Agent position.
4. Monitor the patient call center systems IVR, ACD, CMS, MHS-GENESIS, Microsoft Office Suite, and all automated systems.
5. Review details of appointing rules for clinics and review referrals for suitability, administrative and clinical completeness. Will coordinate the completion/booking for those prerequisites prior to the patient’s first appointment by contacting patient, RM/ROFR Health Coordinator, Product Line nurse, clinics, or providers as needed.
6. Notify and direct professional staff and other Call Center Agents regarding process, policy; assist with training and orientation of new Call Center Agents as needed; and ensure the appointing staff is trained and can demonstrate an understanding of the appointing process as required.
7. Review health care delivery plans related to patient eligibility status in MHS-GENESIS.
8. Discuss MICAs with team members and develop appropriate plan(s) to reduce/mitigate MICAs.
9. Provide recommendations to assist other ROFR staff when advising all categories of patients regarding their referrals and access to care options as related to their eligibility and beneficiary status.
10. Coordinate process for appointing and tracking referral in MHS-GENESIS. Search all MTFs for availability, based on clinic guidance and available appointments within MHS-GENESIS.
11. Identify market forces, patient and beneficiary demand and other issues impacting MTF capabilities access, and patient care compliance and/or quality of care and services, and report to the PM to discuss and implement changes with the IRMAC Director.
12. Ensure equitable distribution of call center workload between MTFs and among the NCA appointing staff as required.
13. Ensure the Call Center phone system applications are operating on computers immediately upon logging in for work.
14. Schedule patients in MHS-GENESIS for appointments at any MTF in the NCR eMSM based upon Appointing Business Rules and protocols.
15. Verify patients are registered in MHS-GENESIS; if not, the appointing staff will register patient in MHS-GENESIS and update patient demographics information as needed.
16. Assist with other duties within the Appointing or Referral Management Office related to appointing or the processing of referrals to Direct Care MTFs and Civilian Care per IRMAC responsibilities.
17. Review and prepare monthly Appointing reports through the CMS, DPA system and the AVAYA Contact Recorder.
18. Review and analyze complex health care operations. Prepare presentations, project papers, staff and biometric reports and other medical administrative correspondence as required.
19. Use analytical skills and tested methodologies, conduct studies in support of projects, program, processes, or initiatives covering aspects of military health care activities that affect appointing and determine ways to improve services to the customers.
20. Maintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operation.
21. Perform office administrative practices and procedures, including the use of standard office equipment to accomplish clerical, statistical and data entry tasks in support of the administrative duties as assigned.
22. Monitor team's calls and provide feedback on strengths and areas of improvement.
23. Maintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operation.
24. Monitor, document and report time and attendance to the PM and leadership.

Qualified candidates will possess a High School Diploma (or equivalent) and a minimum of 1 year of experience in health care administration, business, information management, and/or any combination of academic education, professional training, or work experience which demonstrates the ability to perform the duties of the position working in a MHS RM or Call Center. Qualified candidates must:

1. Possess U.S. Citizenship. Be able to obtain a Public Trust Clearance.
2. Be able to read, write, speak, and understand English.
3. Have experience using the MHS Genesis Revenue Cycle appointing software.
4. Have a basic knowledge/understanding of human anatomy and physiology.
5. Possess knowledge of the Military Health Care System, TRICARE, medical terminology, release of medical information and legal ethics.
6. Possess knowledge of standard office administrative practices and procedures, including the use of standard office equipment to accomplish clerical statistical and data entry tasks in support of the administrative work of the office.
7. Be proficient with Microsoft Word, Excel, PowerPoint, Outlook and Access.
8. Be 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.
9. Possess exceptional customer service skills with the ability to professionally and effectively interact with patients, staff, beneficiaries and leadership.
10. Have strong verbal and written communication, as well as the ability to make sound judgments.
11. Have the ability to lead a small team and provide coaching and guidance on work performance.
12. Have the knowledge and skills to complete training with members of the team.
13. Be highly organized, detail-oriented with strong organizational skills and ability to work effectively and independently with a positive attitude.
14. Have the ability to perform all the duties and responsibilities of the Call Center Agent position and monitor the patient call center systems IVR, CMS, ACD, MHS-GENESIS, and all automated systems.
15. Have flexibility, creativity, and the ability to adapt to a changing work environment.
16. Have excellent verbal and written communication, and interpersonal skills as well as the ability to confer with Leadership and NCR executives on specific program goals.
17. Understand basic Medical Terminology, a Basic Medical Terminology Course is preferred but not required.
18. Have a strong familiarity and understanding of the MHS-GENESIS, TRICARE Region 1 Policies and Department of Defense Health Affairs guidance.
19. Have related experience with DoD and the military through prior work experiences preferred.

This internal posting will close COB Friday, 08/15/2025.

Ivyhill has a competitive benefits program which includes medical, dental and vision; Life and AD&D insurance; Short- and Long-Term Disability; supplemental Life insurance and a 401(k) Plan.