Temporary Team Lead – Call Center Environment

Ivyhill Technologies

. 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 .

Posted 9/22/2026full-timeBethesda • Maryland • United StatesSenior💰 $58,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in healthcare administration and call center operations, with a strong focus on MHS-GENESIS and TRICARE policies. Capable of leading teams, providing exceptional customer service, and ensuring compliance with healthcare delivery standards.

Highest-signal resume keywords

MHS-GENESIS ExperienceCall Center ManagementHealthcare AdministrationCustomer Service SkillsTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Healthcare AdministrationCall Center OperationsData EntryQuantitative AnalysisMedical TerminologyIVR MonitoringCMS ProficiencyMicrosoft Office SuiteAppointment SchedulingReferral Management

Soft Skills

Exceptional Customer ServiceStrong CommunicationDetail-OrientedOrganizational SkillsTeam Collaboration

Tools & Technologies

MHS-GENESISAVAYA Contact RecorderAutomated SystemsStatistical ToolsOffice Equipment

Certifications & Qualifications

Public Trust Clearance

Industry Keywords

Military Health Care SystemTRICAREHealthcare OperationsLegal EthicsPatient Eligibility

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High School Diploma or equivalent
Experience in healthcare administration, business operations, information management, or a related discipline
Minimum of one (1) year of Call Center Agent experience within the IRMAC or a comparable healthcare-related call center setting
U.S. Citizenship
Ability to obtain a Public Trust Clearance
Ability to read, write, speak, and understand English
Experience using MHS Genesis Revenue Cycle appointing software
Basic knowledge/understanding of human anatomy and physiology
Knowledge of the Military Health Care System, TRICARE, medical terminology, release of medical information and legal ethics
Knowledge of standard office administrative practices and procedures, including standard office equipment for clerical, statistical and data entry tasks
Proficiency with Microsoft Word, Excel, PowerPoint, Outlook and Access
Familiarity with medical information systems and automated analytical tools and software, including clinical and financial models
Ability to provide quantitative and qualitative analyses using military computer systems
Exceptional customer service skills and ability to interact professionally with patients, staff, beneficiaries and leadership
Strong verbal and written communication and sound judgment
Ability to lead a small team and provide coaching and guidance on work performance
Ability to complete training with team members
Highly organized, detail-oriented, and able to work effectively and independently
Ability to perform Call Center Agent duties and monitor IVR, CMS, ACD, MHS-GENESIS and automated systems
Flexibility, creativity, and adaptability to a changing work environment
Excellent verbal and written communication and interpersonal skills
Ability to confer with Leadership and NCR executives on program goals
Basic medical terminology knowledge; a Basic Medical Terminology Course is preferred but not required
Strong familiarity with MHS-GENESIS, TRICARE Region 1 Policies and Department of Defense Health Affairs guidance
Related DoD and military experience preferred
Demonstrated ability to lead, coach and mentor staff while promoting accountability, teamwork and service excellence
Internal applicants must maintain a favorable time and attendance record, consistently meet performance expectations, and be in good standing with company policies, disciplinary actions and conduct

Benefits

Comp & perks

Medical, dental and vision insurance
Life and AD&D insurance
Short- and Long-Term Disability
Supplemental Life insurance
401(k) Plan