NCR Call Center Team Lead - Healthcare Appointments

Ivyhill Technologies LLC; Bethesda (MD); Sur place; USD 52 000 - 78 000; Plein temps

Avantages offerts par ce poste

Medical, dental and vision insurance

Life and AD&D insurance

Short- and Long-Term Disability

401(k) Plan

Résumé du poste

Ivyhill Technologies LLC is seeking a Call Center Team Lead to manage a team coordinating healthcare appointments for 13 Military Treatment Facilities within the National Capital Region. The role begins as a 90-day temporary period with potential for full-time employment.

The Lead will oversee call center operations, monitor performance, and train staff while ensuring adherence to policies and contracts. Strong MHS GENESIS and CMS experience is required.

Qualifications

• Experience leading a team in a call center environment.
• Ability to coordinate workload and train team members.
• Strong customer service and problem-solving skills.
• Proficient with MHS GENESIS, CMS, IVR and related systems.
• Proficient in MS Office applications.

Responsabilités

• Lead a team of Call Center Agents to coordinate healthcare appointments for military facilities.
• Identify process improvements for appointing and referral management workflows.
• Monitor call center systems and ensure quality of service and adherence to policies.
• Coordinate appointment scheduling and patient registrations in MHS GENESIS.
• Train and orient new agents and provide coaching on performance.

Connaissances

Team leadership

Coaching

Customer service

Verbal & written communication

Time management

Outils

MHS GENESIS

CMS

IVR systems

ACD

Microsoft Office (Word, Excel, PowerPoint, Outlook, Access)

Description du poste

Ivyhill Technologies LLC is seeking a Call Center Team Lead to manage a team coordinating healthcare appointments for 13 Military Treatment Facilities within the National Capital Region. The role begins as a 90-day temporary period with potential for full-time employment.

The Lead will oversee call center operations, monitor performance, and train staff while ensuring adherence to policies and contracts. Strong MHS GENESIS and CMS experience is required.