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Zimmerman Associates

Team Lead - Call Center

Zimmerman Associates, Bethesda, Maryland, us, 20811

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Team Lead - Call Center

Location:

Bethesda, MD 20816 - Onsite Clearance:

Must be able to obtain Public Trust Clearance Pay Rate:

$28.00/hour $4.93 Health & Welfare (H&W) About the Role

Team Ivyhill is seeking a

Team Lead

to support our contract with the Integrated Referral Management and Appointing Center (IRMAC) - the National Capital Region's premier coordinating authority for appointing and referral management services within the Defense Health Network.

The

Team Lead

will oversee a team of Call Center Agents who coordinate healthcare appointments for both primary and specialty care across

13 Military Treatment Facilities (MTFs) . This role ensures high-quality, efficient service through leadership, problem-solving, and adherence to established policies and procedures. Key Responsibilities Perform as Lead Call Center Agent for a team of Call Center Agents, assisting members with problem resolution, coordinating workload and assignments, training staff, and ensuring adherence to policies, procedures, and protocols. Recommend new ways to improve the Appointing and Referral Management Care Coordinator process, implement approved methods, and validate/implement MTF policy to support hospital accreditation and quality improvement efforts. Perform all duties and responsibilities of the Call Center Agent position. Monitor the patient call center systems (IVR, ACD, CMS, MHS-GENESIS, Microsoft Office Suite, and all automated systems). Review appointing rules for clinics and evaluate referrals for administrative and clinical completeness, coordinating completion/booking prerequisites prior to the patient's first appointment. Notify and direct professional staff and other Call Center Agents regarding process and policy changes, assist with training/orientation of new staff, and ensure appointing staff understand the appointing process. Review health care delivery plans related to patient eligibility status in MHS-GENESIS. Discuss MICAs with team members and develop appropriate plans to reduce/mitigate them. Provide recommendations to assist other ROFR staff when advising all patient categories regarding referrals and access to care options. Coordinate the process for appointing and tracking referrals in MHS-GENESIS, searching all MTFs for availability. Identify market forces, patient/beneficiary demand, and other issues impacting MTF capabilities, access, and quality of care, reporting to the PM for discussion with the IRMAC Director. Ensure equitable distribution of call center workload among MTFs and appointing staff. Ensure the Call Center phone system applications are operational on staff computers upon login. Schedule patients in MHS-GENESIS based on Appointing Business Rules and protocols. Verify patient registration in MHS-GENESIS; register and update patient demographics as needed. Assist with other duties in the Appointing or Referral Management Office as required. Review and prepare monthly Appointing reports through CMS, DPA system, and AVAYA Contact Recorder. Review and analyze complex healthcare operations, prepare presentations, project papers, staff and biometric reports, and other administrative correspondence. Use analytical skills to conduct studies supporting projects, programs, or initiatives covering aspects of military healthcare activities affecting appointing, and recommend service improvements. Maintain effective communication with staff and work closely with technical teams to ensure efficient operations. Perform office administrative tasks, including clerical, statistical, and data entry work, using standard office equipment. Monitor team calls and provide feedback on strengths and improvement areas. Maintain effective communication with staff and collaborate with technical personnel to ensure efficiency. Monitor, document, and report time and attendance to the PM and leadership. Required Qualifications High School Diploma or equivalent. U.S. Citizenship

and ability to obtain a

Public Trust Clearance . Minimum

1 year

of experience in healthcare administration, business, information management, or related role in a Military Health System (MHS) Referral Management or Call Center environment. Experience using

MHS GENESIS

Revenue Cycle appointing software. Knowledge of military healthcare systems, TRICARE, medical terminology, and patient privacy regulations. Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access). Familiarity with medical information systems and analytical tools. Exceptional customer service, communication, and leadership skills. Ability to work independently, stay organized, and adapt to changing environments. Ability to perform all duties of a Call Center Agent. Preferred Qualifications Basic Medical Terminology Course. Prior experience working with Department of Defense or military healthcare. Work Environment

This is a

fast-paced, customer-focused call center environment

that requires flexibility, attention to detail, and a commitment to excellence in patient care coordination. Equal Opportunity Employer

Zimmerman Associates, Inc. (ZAI) is an equal opportunity employer. In accordance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions 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. To Apply

Please submit your resume and relevant credentials through our careers portal.

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