Project Manager (Call Center) - Bethesda, MD at Ivyhill Technologies LLC

Ivyhill is a seeking a Project Manager for a location in Bethesda,MD. The qualified Project Manager (PM) will be responsible for leading and overseeing all program components in a Call Center environment and distributing work and managing and supervising all resources serving the requirement. The PM is responsible for initiating and planning all programs and projects and, if appropriate, assigning and managing resources to perform the work of the program/project plan. The PM will provide oversight of the project for contract employees. Will oversee the start-up and transition activities, review and complete project deliverables, and monitor productivity and quality performance of all contract personnel, maintaining a close and professional working relationship with the client.

The PM will provide weekly updates to the customer on the work, training, and personnel. Responsible for equipment that is provided to the staff and will ensure that all equipment is turned in whenever contract personnel vacate the position. Will work to ensure that the contract staff are trained to the specifications of the customer and will ensure that all personnel are proficiency assessed and can perform to the requirements of the contract. Will provide consultation to the customer on the Call Center and Referral Management care coordination strategies and resolve complex and unusual health care administration issues through analysis and action, with the potential to set precedent, and lead organizational change. Will lead the planning, execution, and monitoring of the customer's services care coordination program development within confines of significant organizational complexity and advice on the potential public reaction to proposed policies and plans. Must provide leadership to staff and create an environment that supports outstanding customer services at all levels of the organization and promote agency’s mission, values, and activities. Will be onsite to monitor the daily operations of the staff.

Duties and 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.