Ivyhill Technologies

Human Resources

• Assist in planning for long-term human resource needs and trends
• Assist in implementing and administering employee programs and policies
• Assist with employee-related issues
• Coordinate administration of Leave of Absence programs and processes
• Compile personnel-record data and prepare reports
• Work closely with Corporate Management and assist with department projects
• Assist in talent acquisition and recruitment processes upon request
• Coordinate payroll changes including hires, terminations, and benefits premium adjustments
• Assist employees with personnel information and interpretation of policies and procedures
• Monitor new employee benefit enrollments and input enrollment data
• Monitor required company training
• Manage the Educational/Training Assistance Program
• Manage HR email and mailbox to ensure timely responses to employee information requests
• Input and verify information in CostPoint and ADP
• Input and maintain employee data in Fidelity
• Provide guidance, support, and coordination in the consistent and effective application of policies, procedures, and employment practices

Senior Human Resources Generalist

Call Center Representative

• Provide oversight and management for a team of Call Center Agents coordinating healthcare appointments for primary and specialty care across 13 Military Treatment Facilities in the National Capital Region
• Serve as Lead Call Center Agent; resolve team problems, coordinate workload and assignments, train staff, and ensure adherence to policies, procedures and protocols
• Recommend and implement approved improvements to the Appointing and Referral Management Care Coordinator process
• Perform all Call Center Agent duties
• Monitor IVR, ACD, CMS, MHS-GENESIS, Microsoft Office Suite and automated systems
• Review clinic appointing rules and referrals for administrative and clinical completeness; coordinate prerequisites before first appointments
• Direct professional staff and Call Center Agents regarding processes and policies; assist with training and orientation
• Review healthcare delivery plans related to patient eligibility in MHS-GENESIS
• Discuss MICAs with team members and develop mitigation plans
• Advise ROFR staff regarding referrals and access-to-care options
• Coordinate appointment and referral tracking in MHS-GENESIS and search MTF availability
• Identify issues affecting MTF capabilities, access, compliance and quality of care; report findings and implement changes with leadership
• Ensure equitable distribution of call center workload
• Ensure phone system applications are operating upon login
• Schedule patients at NCR MTFs in MHS-GENESIS according to business rules and protocols
• Verify and update patient registration and demographics in MHS-GENESIS
• Support appointing and referral management office duties for Direct Care MTFs and Civilian Care
• Review and prepare monthly appointing reports using CMS, DPA and AVAYA Contact Recorder
• Analyze complex healthcare operations and prepare presentations, project papers, staff and biometric reports, and correspondence
• Conduct studies supporting military healthcare projects, processes and initiatives
• Collaborate with administrative and technical staff to ensure efficient operations
• Perform office administration, clerical, statistical and data-entry tasks
• Monitor team calls and provide feedback on strengths and improvement areas
• Monitor, document and report time and attendance to the PM and leadership

Senior Human Resources Generalist

Temporary Team Lead – Call Center Environment