Supervisor - Government Healthcare Call Center

Supervisor - Government Healthcare Call Center job in Tacoma, Washington.

• Veterans and Military Spouses Encouraged to Apply
• Civilian position supporting the military community

Benefits/Compensation:

• Paid Time Off - 15 8-hour days
• Paid Holidays - 11 days
• $65,000-72,000 per year
• Company-funded match and safe harbor 401(k)
• Medical, Dental and vision plans available
• Life insurance and accidental death plans available
• Short-term and long-term disability plans available
• TRICARE Supplemental available
• Supplemental Benefit plans available
• Referral bonuses
• Employee Assistance Program
• Pet Insurance Plans available
• Will Preparation Services available

• The Puget Sound Military Appointing Center is a centralized services center that serves as the primary point of contact for PSMHS beneficiaries for PAS, RMS, and CLRS as they seek healthcare services, and is therefore a critically important resource in our healthcare delivery system.
• Appointing services span a range of functions to include, but not limited to,; verifying beneficiary eligibility via the Defense Enrollment Eligibility Reporting System (DEERS) system, updating patient demographic information, and scheduling beneficiary requests for MTF primary or specialty care appointments, as well as completing requests for cancellations and appointment rescheduling.
• RMS processing supports the timely scheduling of specialty care referrals ordered by MTF HCPs. RMS services span a range of functions to include, but not limited to: identifications of specialty referrals to be deferred to the network, ensuring processing in accordance with DHA timeliness, and tracking status of network referrals.
• CLRS are an essential component of the quality care continuum. CLR services span a range of functions to include, but not limited to: monitoring care delivered in the MCSC network and ensuring the return of clinical care documentation to the MTF in accordance with DHA timeliness standards.

Duties:

• Oversee staff day to day activities, metrics, to ensure program success
• Work in conjunction with the Project Manager and FSR leadership
• Assist with periodical training and maintenance of training records
• Assist with other duties as needed
• Assist with timekeeping records
• Provide solutions to assist with departmental implementation plans
• Provide the following monthly data to align with the contract metrics
• PAS. Call Volume Handled by Appointing, Referral Management and CLR Agents. The contractor shall provide a monthly report that details the sum of all inbound calls routed to the agent queue(s). Call volume shall be reported as inbound, outbound, and total number of calls handled by the contractor. The contractor shall provide the government a report for PAS, RMS, and CLRS by the fifth calendar day of the month. Data will be stratified at the MTF level and reported for each day of operations.
• CLR Processing. The contractor shall provide a report that details the number of MTF generated initial specialty care deferred to the network, the number of CLRs uploaded into the EHR within 30 and 60 days, total number of CLR reports not received after 180 days, beneficiary referrals canceled and CLR error rates. The contractor shall provide the government a report by the fifth calendar day of the month.
• The contractor shall provide a report that details that report the number of referrals dispositioned, disposition category (DTN, MTF appointed or MTF RMC) and average days to disposition routine referrals. The contractor shall provide the government a report by the fifth calendar day of the month.
• Program Reports. Operational procedures in the event systems are not operational. In order to provide continued registration and appointing services, the contractor's plan shall include a process to maintain full and/or partial operating capability during potential contingencies up to and including MHS GENESIS outages, internet outages, building power failure, phone line outage, etc. The contractor's contingency plan should evolve with capability and technology changes. The contractor will provide a copy of its Contingency Plan to the COR no later than 2 weeks before start of contract operations. Contractor will utilize manual record keeping ensuring beneficiaries are not asked to call back. The plan shall be validated by tabletop exercise 2 weeks prior to start of contract operations and annually thereafter.

Supervisor - Government Healthcare Call Center Job Qualifications:

• 1 years management experience in the last two years shall be management of professional and administrative personnel.
• Demonstrated experience working closely with senior personnel, Government employees and other contractors
• Capable of establishing mission-oriented teams and resolving personnel issues in a timely fashion.
• Familiar with performance management, quality control, accounting and finance standards and practices.
• Working knowledge of military healthcare processes and health administration - highly preferred
• Experience managing a Call Center highly preferred
• Computer competency
• High school diploma or General Educational Development (GED) equivalency
• Ability to obtain facility security

Additional factors considered in extending an offer include (but are not limited to) contract specific affordability and organizational requirements, responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Employees (full-time and part-time that regularly work 20 hours or more per week) are eligible to participate in FSR's benefit programs. Employees that do not meet the threshold are only eligible for select offerings and are not eligible to participate in health benefits plans.

FSR employs healthcare professionals at government medical facilities providing care to military service members, retirees, and their families. Since 2004, FSR has built mutually beneficial, sustainable partnerships with healthcare professionals and our clients nationwide.

FSR is an award winning organization built with committed professionals with a unified vision of helping others. We are honored to be named one of the Baltimore Sun's Top Workplaces!

Federal Staffing Resources dba FSR is an Equal Opportunity Employer: disability/veteran/military spouse

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

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