Ivyhill Technologies LLC
Project Manager - Call Center (Bethesda,MD)
Ivyhill Technologies LLC, Bethesda, Maryland, us, 20811
Ivyhill is seeking a Project Manager for a location in Bethesda, MD. The qualified Project Manager (PM) will be responsible for leading and overseeing all program components in a Call Center environment, distributing work, and managing and supervising all resources serving the requirement. The PM is responsible for initiating and planning all programs and projects and, if appropriate, assigning and managing resources to perform the work of the program/project plan. The PM will provide oversight of the project for contract employees, oversee start-up and transition activities, review and complete project deliverables, and monitor productivity and quality performance of all contract personnel, maintaining a close and professional working relationship with the client.
The information below covers the role requirements, expected candidate experience, and accompanying qualifications. The PM will provide weekly updates to the customer on the work, training, and personnel. Responsible for equipment that is provided to the staff, the PM will ensure that all equipment is turned in whenever contract personnel vacate the position. The PM will work to ensure that the contract staff are trained to the specifications of the customer and will ensure that all personnel are proficiency assessed and can perform to the requirements of the contract. The PM will provide consultation to the customer on the Call Center and Referral Management care coordination strategies and resolve complex and unusual health care administration issues through analysis and action, with the potential to set precedent and lead organizational change. The PM will lead the planning, execution, and monitoring of the customer's services care coordination program development within the confines of significant organizational complexity and advise on the potential public reaction to proposed policies and plans. The PM must provide leadership to staff and create an environment that supports outstanding customer service at all levels of the organization and promote the agency’s mission, values, and activities. The PM will be onsite to monitor the daily operations of the staff. Duties and Responsibilities: Execute, monitor, and oversee the contract staff ensuring that personnel are performing to the SOW and meeting the requirements of the contract and report to the customer on a weekly basis. Responsible for oversight of contract personnel work requirements, coordinating staff on/off-boarding with the COR, collecting/reporting staff absences, reviewing time reporting, and being available to the COR and customer for communications. Provide daily absence reports including leave, sick, and late arrivals to the customer as it pertains to the section. Direct employees to review worksite administrative requirements (work hours, dress code, etc.) and performance standards (accuracy, timeliness, productivity) that must be met as a condition of employment. Support optimized access to care, reliable communications, and information dissemination for beneficiary populations in assigned programs, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner. Establish and maintain a training program that supports the requirements of the QASP, adjusting training plans based on the requirement of the contract. Accomplish call center human resource objectives by coaching, counseling, and disciplining employees; communicating job expectations; and enforcing policies and procedures. Interface regularly via one-on-one, phone, email, and/or teleconferences as appropriate to promote open, two-way communication with employees and the Government representative(s). Review/approve timesheets for accuracy and final approval. Perform ongoing review of employee quality and productivity using production logs, quality audits, training surveys, and feedback provided from the customer. Communicate project information to team members and solicit feedback; regularly communicate organizational goals, policies, and trends; solicit feedback and share information; and effectively advocate the need to meet customer requirements. Provide regular feedback to staff concerning their actual performance compared to standards and specifically address those employees who are not meeting the standards. Collaborate with cross-functional teams and management to translate complex executive services care coordination requirements into actionable insights and strategies. Analyze and evaluate the program’s processes and data and develop procedures and processes to maximize efficiency and effectiveness of decision-making. Provide executive-level advice and guidance to management on coordination, program, and communications strategies and technologies; policy development, review, and analysis; advocacy relations plans and strategies; and the ability to plan and develop innovative solutions for complex issues. Prepare reports and/or presentations and present results to individuals and groups such as senior leaders, managers, clients, professional organizations, and/or other groups and individuals. Manage contract support employees’ performance and daily tasks. Manage risks and issues that might arise over the course of the program life cycle, as well as take measures to correct them when they occur. Establish daily communication with the COR and customer designee to enhance visibility in workplace issues, reinforce employee commitment, and proactively manage any problematic MHS- GENESIS issues. Constantly monitor the queue to ensure adequate coverage and maintain the required staff to ensure callers are not in queue for more than 15 mins. Brief the customer on metrics/staff attendance on a weekly basis. Brief the customer weekly on the performance of the contract and any issues that disrupt or will cause a disruption to services. Monitor the call queue and ensure adequate coverage to answer calls within a timely manner to ensure that patients’ wait times are less than 10 minutes in queue. Provide leadership and direction to determine customer needs and identify or recommend the best care coordination and communication strategies to use to meet their needs through multiple channels, such as training, events, conference calls, in-person visits, and other communication modalities. Prepare reports and/or presentations and present results to individuals and groups. Must be flexible to meet mission requirements. Implement pro-active booking for the contract, providing a timeline and a plan on achieving the pro-active booking with minimal disruption to the call queues. Be responsible for all equipment supplied to the staff and maintain a system to track all equipment. Respond to customer's inquiries within one hour. For contingency operations, meet customer’s request within one hour of issue of request. Unique Military Healthcare Systems/Procedures: Specific military systems include, but are not limited to: The MHS GENESIS, Government data repositories such as P2R2 Virtual Analyst, M2 Data Mart, EDW, Population Health Operational Tracking and Optimization System, DMLSS, Medical Expense and Performance Reporting System, CMS, Defense Pharmacy System, Radiology and PACS, Automated Business System, and Commanders’ Resource Integration System. The qualified candidate: Must be a U.S. Citizen. Must have Secret Security Clearance. Must have greater than 5 years holding a bachelor’s degree in business administration or Healthcare Administration. Must have a minimum of 5 years’ experience working in the healthcare industry and a minimum of 2 years serving as a project manager. Must have a minimum of 3 years’ experience serving as an SME in Project Management for the DoD. Must possess strong oral and written communication skills; must be able to read, write, speak, and understand English. Excellent communicator; must have the ability to influence through expert power and communication. Must have in-depth knowledge of the regulatory framework in Health care systems. Must have experience with healthcare operations, workflow design, and healthcare organizational strategy. Must have proficient leadership competencies in: Leading Self: Demonstrating ethics and integrity, stress tolerance, displaying drive and purpose, exhibiting leadership stature without formal authority, self-awareness, and adaptability; and Leading Others: Effective communicator, developing others, valuing diversity, and difference, building, and maintaining relationships and managing diverse teams through effective collaboration and group work. Must have the ability to establish purpose and facilitate a psychologically safe discussion among diverse stakeholders. Understanding of group dynamics and relationship management. Demonstrated experience and skills in planning, directing, and coordinating work activities of call center and referral personnel. 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. Ivyhill 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.
#J-18808-Ljbffr
The information below covers the role requirements, expected candidate experience, and accompanying qualifications. The PM will provide weekly updates to the customer on the work, training, and personnel. Responsible for equipment that is provided to the staff, the PM will ensure that all equipment is turned in whenever contract personnel vacate the position. The PM will work to ensure that the contract staff are trained to the specifications of the customer and will ensure that all personnel are proficiency assessed and can perform to the requirements of the contract. The PM will provide consultation to the customer on the Call Center and Referral Management care coordination strategies and resolve complex and unusual health care administration issues through analysis and action, with the potential to set precedent and lead organizational change. The PM will lead the planning, execution, and monitoring of the customer's services care coordination program development within the confines of significant organizational complexity and advise on the potential public reaction to proposed policies and plans. The PM must provide leadership to staff and create an environment that supports outstanding customer service at all levels of the organization and promote the agency’s mission, values, and activities. The PM will be onsite to monitor the daily operations of the staff. Duties and Responsibilities: Execute, monitor, and oversee the contract staff ensuring that personnel are performing to the SOW and meeting the requirements of the contract and report to the customer on a weekly basis. Responsible for oversight of contract personnel work requirements, coordinating staff on/off-boarding with the COR, collecting/reporting staff absences, reviewing time reporting, and being available to the COR and customer for communications. Provide daily absence reports including leave, sick, and late arrivals to the customer as it pertains to the section. Direct employees to review worksite administrative requirements (work hours, dress code, etc.) and performance standards (accuracy, timeliness, productivity) that must be met as a condition of employment. Support optimized access to care, reliable communications, and information dissemination for beneficiary populations in assigned programs, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner. Establish and maintain a training program that supports the requirements of the QASP, adjusting training plans based on the requirement of the contract. Accomplish call center human resource objectives by coaching, counseling, and disciplining employees; communicating job expectations; and enforcing policies and procedures. Interface regularly via one-on-one, phone, email, and/or teleconferences as appropriate to promote open, two-way communication with employees and the Government representative(s). Review/approve timesheets for accuracy and final approval. Perform ongoing review of employee quality and productivity using production logs, quality audits, training surveys, and feedback provided from the customer. Communicate project information to team members and solicit feedback; regularly communicate organizational goals, policies, and trends; solicit feedback and share information; and effectively advocate the need to meet customer requirements. Provide regular feedback to staff concerning their actual performance compared to standards and specifically address those employees who are not meeting the standards. Collaborate with cross-functional teams and management to translate complex executive services care coordination requirements into actionable insights and strategies. Analyze and evaluate the program’s processes and data and develop procedures and processes to maximize efficiency and effectiveness of decision-making. Provide executive-level advice and guidance to management on coordination, program, and communications strategies and technologies; policy development, review, and analysis; advocacy relations plans and strategies; and the ability to plan and develop innovative solutions for complex issues. Prepare reports and/or presentations and present results to individuals and groups such as senior leaders, managers, clients, professional organizations, and/or other groups and individuals. Manage contract support employees’ performance and daily tasks. Manage risks and issues that might arise over the course of the program life cycle, as well as take measures to correct them when they occur. Establish daily communication with the COR and customer designee to enhance visibility in workplace issues, reinforce employee commitment, and proactively manage any problematic MHS- GENESIS issues. Constantly monitor the queue to ensure adequate coverage and maintain the required staff to ensure callers are not in queue for more than 15 mins. Brief the customer on metrics/staff attendance on a weekly basis. Brief the customer weekly on the performance of the contract and any issues that disrupt or will cause a disruption to services. Monitor the call queue and ensure adequate coverage to answer calls within a timely manner to ensure that patients’ wait times are less than 10 minutes in queue. Provide leadership and direction to determine customer needs and identify or recommend the best care coordination and communication strategies to use to meet their needs through multiple channels, such as training, events, conference calls, in-person visits, and other communication modalities. Prepare reports and/or presentations and present results to individuals and groups. Must be flexible to meet mission requirements. Implement pro-active booking for the contract, providing a timeline and a plan on achieving the pro-active booking with minimal disruption to the call queues. Be responsible for all equipment supplied to the staff and maintain a system to track all equipment. Respond to customer's inquiries within one hour. For contingency operations, meet customer’s request within one hour of issue of request. Unique Military Healthcare Systems/Procedures: Specific military systems include, but are not limited to: The MHS GENESIS, Government data repositories such as P2R2 Virtual Analyst, M2 Data Mart, EDW, Population Health Operational Tracking and Optimization System, DMLSS, Medical Expense and Performance Reporting System, CMS, Defense Pharmacy System, Radiology and PACS, Automated Business System, and Commanders’ Resource Integration System. The qualified candidate: Must be a U.S. Citizen. Must have Secret Security Clearance. Must have greater than 5 years holding a bachelor’s degree in business administration or Healthcare Administration. Must have a minimum of 5 years’ experience working in the healthcare industry and a minimum of 2 years serving as a project manager. Must have a minimum of 3 years’ experience serving as an SME in Project Management for the DoD. Must possess strong oral and written communication skills; must be able to read, write, speak, and understand English. Excellent communicator; must have the ability to influence through expert power and communication. Must have in-depth knowledge of the regulatory framework in Health care systems. Must have experience with healthcare operations, workflow design, and healthcare organizational strategy. Must have proficient leadership competencies in: Leading Self: Demonstrating ethics and integrity, stress tolerance, displaying drive and purpose, exhibiting leadership stature without formal authority, self-awareness, and adaptability; and Leading Others: Effective communicator, developing others, valuing diversity, and difference, building, and maintaining relationships and managing diverse teams through effective collaboration and group work. Must have the ability to establish purpose and facilitate a psychologically safe discussion among diverse stakeholders. Understanding of group dynamics and relationship management. Demonstrated experience and skills in planning, directing, and coordinating work activities of call center and referral personnel. 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. Ivyhill 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.
#J-18808-Ljbffr