Call Center Agents (Bethesda,MD)

Ivyhill is currently seeking to hire full-time Call Center Agents 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.  Qualified candidates will work an 8-hour shift between the hours of 6:15 AM and 6:30 PM, Monday through Friday.

Call Center Agents will be responsible for 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. 

This is an onsite employment opportunity. 

Duties and Responsibilities:

• Utilizing the AVAYA automated Call Distribution (ACD) system, receive phone calls for appointment related requests for the National Capital Region and the Proactive line/POM.
• Accurately and courteously schedule medical appointments, validating and documenting patient eligibility for services from phone calls, or other methods used for appointment request.  Supports the Primary Care Manager (PCM) by name processing for appointments and appropriate access to care timeframes allocation of standard appointment types.
• Ensure all appointments are booked, canceled and/or rescheduled in accordance with NCR established standards, policies, and business rules, and the IRMAC Protocol Website for any of