Interactive Government Holdings, Inc. · 5 months ago
Program Manager-DHA inTransition Spt Svcs Contact Ctr (VA, Springfield)
Springfield, VA
Contract
Onsite
Senior Level
5+ years expInteractive Government Holdings, Inc. (IGH) is a leading professional services and technology provider to the Federal Government. They are seeking a Program Manager for the Defense Health Agency's inTransition Support Services Contact Center, responsible for managing a team that supports transitioning service members and veterans in accessing mental health care and TBI services.
ConsultingGovernmentProfessional Services
Responsibilities
Provide inTransition Support Services through a contact center that provides response for customers by telephone, voicemail, website chat, email, and text messaging
The contact center will comprise an incoming triage service to respond to and direct calls and inquiries to the appropriate area (i.e., an inTransition coaching intake, external crisis line, etc.)
The contract will also provide individual coaching support services to service members and veterans seeking a new mental health and/or moderate to severe TBI care provider or related resources
In addition, the contract will provide individual coaching support services to service members and veterans to maintain continuity of care as they transition between providers, geographic locations, and healthcare systems
The Program Manager will assist with recruiting and identifying highly quality candidates, train new hires, train incumbents on new systems, procedures and processes, collect data for reporting program progress and metrics for individuals and the program
Provides daily supervision and management to the inTransition Support Services Team and is IGH’s primary conduit for information flow to and from Team members and the COR for the contract
Accomplishes Human Resource (HR) objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining members of the inTransition Support Services Team
Communicates job expectations, planning, monitoring, appraising, and reviewing job contributions
Plans and recommends compensation actions while enforcing policies and procedures
Achieves operational objectives by contributing information and recommendations to strategic plans and reviews
Prepares and completes action plans
Implements and monitors production, productivity, quality, and customer-service standards by resolving problems, completing audits, identifying trends and determining system improvements while ensuring that the standards are met by all employees
Meets financial objectives by forecasting requirements
Prepares an annual budget by scheduling expenditures, analyzing variances and initiating corrective actions as deemed necessary by the customer or IGH leadership
Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations
Reviews, evaluates, and enhances all contract deliverable to the customer
Enhances the department and organizational reputation by accepting ownership for accomplishing new and different requests and explores opportunities to add value to job accomplishment
Establishes and maintains a pipeline of target opportunities to ensure continued growth of the company
Conducts ongoing and routine outreach to existing and potential clients
Identify, escalate, and resolve issues affecting successful project performance
Contributes to the overall corporate strategy development in the areas of Program Management and Business Development
Coordinates Security Clearances for Team members with the Trusted Agent, ensures information is transferred into Defense Enrollment Eligibility Reporting System (DEERS)
Coordinates issuance of Common Access Cards in a timely manner
Executed on-boarding tasks within the DHA including assignment of a Trusted Agent for TASS Activities
Coordinates with the COR to conduct background checks and issuance of Common Access Cards
Monitors attendance and performance of members
Approves Time sheets daily
Conducts counseling of members of the Team while documenting and making necessary corrective actions
Administers Personal Time Off in accordance with the IGH Employee Handbook and ensure accurate reporting of same into prescribed on-line systems
Manages travel required to support the mission of the inTransition Support Services Team
Reviews, approves and submits Requests for Reimbursement in a Timely manner
Must be knowledgeable of able to perform all tasks required of inTransition Support Services Team Members
Qualification
Required
A Masters-level degree and past training in mental health, healthcare administration, or related area
Certification as a Project Management Professional or certification in a related field (project management and/or healthcare)
A minimum of five years of experience in Project or Program Management in mental health or equivalent leadership role with multiple supervisees
Experience with successfully managing large teams and complex mental health programs
Experience in working with DoD government personnel and understanding DoD policies and procedures
Experience working with military populations
Ability to communicate effectively and efficiently with DHA and other government leadership, staff, and customers
Requires excellent written and oral communication skills
Company
Interactive Government Holdings, Inc.
Interactive Government Holdings, Inc. (IGH) is an 8(a), service-disabled veteran owned, small, disadvantaged business headquartered in Springfield, VA.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Laura Price
Chief Financial Officer / Chief Operating Officer
Company data provided by crunchbase