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Ivyhill Technologies LLC · 5 months ago

Project Manager - Call Center (Bethesda,MD)

Bethesda, MD

Full-time

Onsite

Senior Level

5+ years exp

Ivyhill Technologies is seeking a Project Manager for their Call Center operations in Bethesda, MD. The Project Manager will lead and oversee all program components, manage resources, and ensure compliance with contract requirements while providing excellent customer service and support.

Cyber SecurityHuman ResourcesIT Infrastructure

No H1B

Security Clearance Required

U.S. Citizen Only

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

Will be responsible for oversight of contract personnel work requirements. Will coordinate staff on/off-boarding with the COR, collect/report staff absences, review time reporting, and be available to the COR and customer for communications

Will provide daily absence reports to include leave, sick, late arrivals to the customer as it pertains to the section

Will direct employees to review worksite administrative requirements (work hours, dress code, etc.) and performance standards (accuracy, timeliness, productivity) that must be met. Will 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 the ability to meet 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. Adjust training plans based on the requirement of the contract

Accomplishes call center human resource objectives by coaching, counseling, and disciplining employees; communicating job expectations; and enforcing policies and procedures

Will 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)

Will review/approve timesheets for accuracy and final approval

Will perform on-going review of employee quality and productivity using the production logs, quality audits, training surveys, and feedback provided from customer

Communicates project information to team members and solicits feedback; regularly communicate organizational goals, policies, and trends; solicits feedback and shares information; and effectively advocate the need to meet customer requirements

Will provide regular feedback to staff concerning their actual performance compared to standards and specifically address those employees who are not meeting the standards

Collaborates with cross-functional teams, and management, to translate complex executive services care coordination requirements into actionable insights and strategies

Analyzes and evaluates the program's processes and data and develops procedures and processes to maximize efficiency and effectiveness of decision-making. Provides 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. Prepares reports and/ or presentations and presents results to individuals and groups such as senior leaders, managers, clients, professional organizations, and/or other groups and individuals

Will be responsible for managing contract support employees' performance and daily task

Will 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

Will 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

Responsible for constant monitoring of the queue to ensure adequate coverage and maintain the required staff to ensure callers are not in queue for more than 15 mins

Will brief the customer on metrics/staff attendance on a weekly basis

Brief customer weekly on the performance of the contract and any issues that disrupts/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

Provides 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

Prepares reports and/ or presentations and presents results to individuals and groups

Must be flexible to meet mission

Will implement pro-active booking for the contract. Will provide a timeline and a plan on achieving the pro-active booking with minimal disruption to the call queues

Responsible for all equipment supplied to the staff and will maintain a system to track all equipment

Will respond to customer's inquiries within one hour. For contingency operations will meet customer's request within one hour of issue of request

Qualification

Healthcare OperationsLeadership CompetenciesProject ManagementRegulatory Framework KnowledgeCall Center ManagementCommunication SkillsStakeholder EngagementTeam CollaborationProblem SolvingAdaptability

Required

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

Must have 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 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 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