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

Team Ivyhill is currently seeking to hire a temporary Call Center 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.
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