Call Center Agents (Bethesda,MD)

Ivyhill is currently seeking to hire Call Center Agents to support its contract with the Integrated Referral Management and Appointing Center (IRMAC), the National Capital Regions’ premier coordinating authority for appointing and referral management. 

Call Center Agents will be responsible for coordinating healthcare appointments for primary care and specialty care medical services via incoming and outgoing phone calls for (13) Military Treatment Facilities within the National Capital Region. 

This is an onsite employment opportunity. 

Duties and Responsibilities:

• Utilizing the AVAYA automated Call Distribution (ACD) system, receive phone calls for appointment related requests for the National Capital Region and the Proactive line/POM.
• Accurately and courteously schedule medical appointments, validating and documenting patient eligibility for services from phone calls, or other methods used for appointment request.  Supports the Primary Care Manager (PCM) by name processing for appointments and appropriate access to care timeframes allocation of standard appointment types.
• Ensure all appointments are booked, canceled and/or rescheduled in accordance with NCR established standards, policies, and business rules, and the IRMAC Protocol Website for any of the 600 plus clinic SOPs.
• Proactively call patients to schedule appointments with PCM or Specialty clinic. Document each attempt to contact a patient in MHS-GENESIS as well as those patients who decline offered appointments to update the referral record. Provide patients with specific visit instructions based on the booking protocols and referral notes.
• Verify patient registration information via MHS Genesis Revenue Cycle appointment software prior to scheduling appointments. Review health care delivery plans and military status related to patient eligibility in MHS Genesis Revenue Cycle and DEERS. Correct demographic data as needed.
• Collaborate with Referral Management Reviewers to ensure proper scheduling of referrals.
• Direct all questions regarding beneficiary eligibility to the Chief, PAD at the MTF.
• Provide clinic appointment access, send electronic messages to doctors, nurse practitioners, physician assistants, and nursing staff administrators.
• Send telephone consults to designated triage nurse for PCM immediately following the completion of a Telephone consult.
•  Provide feedback to PM regarding patient appointment access and issues encountered during phone call interactions.
•  Other duties as assigned.

(Candidates who reside in a qualified HUBZone area are a plus. Please confirm qualified HUBZone eligibility by accessing the HUBZone Map: (https://maps.certify.sba.gov/hubzone/map)).

Requirements

The qualified candidate must:

• Be a U.S. Citizen.
• Have a minimum of a High School Diploma and/or equivalent.
• Have at least six (6) months experience in health care administration, business, medical treatment facility, medical environment, or a related discipline.
• Have effective communication skills.
• Be knowledgeable of medical terminology.
• Be knowledgeable of Health Information Privacy (ethical and legal considerations)
• Be familiarity with DOD, Federal, State, non-profit healthcare systems and other related organizations, to include, DoD Tri-Service Military Healthcare Systems, TRICARE purchased care system, Medicare, Medicaid, VA, Public Health Department, and Regional and local support services.
• Have the ability to perform accurate data entry with strong attention to detail.
• Have demonstrated ability to provide superior customer service, problem solving, collaboration and organizational skills.
• Have a working knowledge of Microsoft Office programs, Outlook (email), and the Internet.
• Be able to obtain a Public Trust Clearance.

Benefits

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.