Call Center Team Lead

5 days ago

Bethesda, United States Zimmerman Associates Full time

Zimmerman Associates, Inc. (ZAI) is currently seeking to hire several Call Center Team Leads to support a government contract bid in the Bethesda, MD area. This is an onsite employment opportunity. However, consideration will be provided for teleworking after the successful completion of 120 days onsite.

ROLE AND RESPONSIBILITIES:

The Call Center Team Lead will be responsible for providing oversight and management of the activities in the Referral Management and Appointing Center to ensure exceptional customer service to beneficiaries seeking medical appointments.

QUALIFICATIONS/SKILLS AND EXPERIENCE:

• A minimum of 1 year 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 Military Health System (MHS) Referral Management (RM) or Call Center. Medical administration and/or proof of medical terminology course is required.

• U.S Citizenship required as well as ability to obtain a Public Trust Clearance.

• Strong knowledge about the Military Health System (MHS) and its military health care delivery operations in delivering patient-centered care for military beneficiaries.

• Ability to perform in the role and all of the responsibilities of the IRMAC Call Center Agent.

• Demonstrated experience using MHS Genesis Revenue Cycle appointing software, IVR, ACD and AVAYA systems.

• Knowledge of medical terminology and information, military computer systems, and automated analytical tools and software.

• Ability to perform accurate data entry with strong diligence.

• Superior customer service, problem solving, collaboration and organizational skills.

• Effective communication skills both orally and in writing.

• Thorough knowledge of DOD, Federal, State, non-profit healthcare systems and organizations, to include D0D Tri-Service, TRICARE, Medicare, Medicaid, VA, Public Health and Regional and local support program and services.

• Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality.

• Knowledge of Microsoft Suite of Products, including Word, Excel, PowerPoint, Access, Outlook (email), and the Internet is required.

• Ability to lead a small team and provide coaching and feedback for the team to ensure goals are met and make performance assessment for each member.

• Must have strong verbal and written communication skills and the ability to exercise sound judgment.

ESSENTIAL TASKS:

• Assist members of the call center with resolution of problems. Coordinate workload and assignments, training in tasks below, and ensuring 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.

• Ability to perform all the duties and responsibilities of the 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 clinics and review referrals for suitability, administrative and clinical completeness. Coordinate the completion/booking for those pre-requisites prior to the patient's first appointment by contacting patient, RM/ROFR Health Coordinator, Product Line nurse, clinics, or providers as needed.

• Assist with training and orientation of new Medical Appointing Coordinators as needed.

• Review health care delivery plans related to patient eligibility status in MHS-GENESIS.

• Review MICAs with team members and develop plan to reduce/mitigate MICAs.

• 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.

• Coordinate process for appointing and tracking referral sin MHS-GENESIS.

• Ensure equitable distribution of call center workload between MTFs and among the NCA appointing staff as required.

• Ensure that Call Center phone system applications are operating, as necessary.

• Schedule patients in MHS-GENESIS for appointments and verify patients' registration.

• Review and prepare monthly Appointing reports through the CMS, DPA system and the AVAYA Contact Recorder.

• Prepare presentations, project papers, staff, and other medical administrative correspondence.

• Undertake studies in support of projects, programs, processes, or initiatives covering aspects of military health care activities that affect appointing.

• Monitor team member's calls, including dropped calls and wait times and provide feedback on strengths and areas of improvement.

• Maintain effective communication with appropriate staff and collaborate closely with technical staff to ensure efficient operation.

• Monitor, document and report time and attendance to the customer and contract vendor.

ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status.

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