Temporary Team Lead (Call Center Environment) - (Bethesda, MD)
Ivyhill Technologies LLC · Bethesda, MD · 1 mo ago
HybridFull-time
We need to output HTML fragment with sections only if real content. Use for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections have content.
From posting: There's description of role (Team Ivyhill seeking Temporary Team Lead...). That's about the role. Then duties and responsibilities list (long). Then requirements (Qualified candidates must possess...). Then benefits (Ivyhill has a competitive benefits program...). No explicit Pay or Schedule info. So we should not include Pay or Schedule sections. Also maybe "Qualifications" vs "Requirements" vs "Skills". The posting includes requirements and also skills (knowledge, abilities). We can combine into Requirements and Skills sections. But we need to avoid thin sections. Could have "Responsibilities", "Requirements", "Benefits". Also maybe "About the role". That seems appropriate.
We must not repeat job title as heading. So we start with
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections have content.
From posting: There's description of role (Team Ivyhill seeking Temporary Team Lead...). That's about the role. Then duties and responsibilities list (long). Then requirements (Qualified candidates must possess...). Then benefits (Ivyhill has a competitive benefits program...). No explicit Pay or Schedule info. So we should not include Pay or Schedule sections. Also maybe "Qualifications" vs "Requirements" vs "Skills". The posting includes requirements and also skills (knowledge, abilities). We can combine into Requirements and Skills sections. But we need to avoid thin sections. Could have "Responsibilities", "Requirements", "Benefits". Also maybe "About the role". That seems appropriate.
We must not repeat job title as heading. So we start with About the role
then paragraph summarizing the role description (but preserve all substantive info, not invent). We need to preserve all substantive information; we cannot summarize away detail. However we can paraphrase but must keep all info. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." That means we cannot omit details; we need to keep them. But we can rephrase? It says preserve all substantive information; not necessarily verbatim but must not lose detail. Safer to keep the original sentences but maybe break into paragraphs.
We need to use - for any list of duties/requirements/benefits. So duties list should be
. Requirements list also . Benefits list also . For prose, use .
We must not include boilerplate like EEO etc. Already removed.
We need to include internal posting closing date? That's metadata; could be folded into short
or drop. Probably include as a short paragraph under About the role or separate? It's minor metadata; we can include in a short
after About the role.
Let's extract sections:
About the role: "Team Ivyhill is currently seeking to hire a Temporary Team Lead 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 services for beneficiaries in the Defense Health Network. The Team Lead will be responsible for providing oversight and management for a team of Call Center Agents 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."
Then maybe include internal posting closing date: "This internal posting will close COB Friday, 09/25/2026."
Responsibilities: list all duties from "Duties and Responsibilities" heading onward until before "Requirements". That's a long list. We need to turn each sentence into
- . Ensure we keep all details.
Requirements: list from "Qualified candidates must possess a High School Diploma..." through the list of qualifications (including internal applicants etc.) until before "Benefits". That includes many bullet-like statements but currently in paragraph form. We need to split into list items. Could treat each sentence as a list item. Must preserve all.
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." We can make list.
We must not create Pay or Schedule sections.
We must not repeat job title as heading.
We must output only HTML fragment.
Let's craft.
We need to be careful to not lose any detail. We'll copy sentences exactly, maybe adjust punctuation.
Responsibilities list: Let's extract each duty sentence from the text after "Duties and Responsibilities". The text:
"Perform as Lead Call Center Agent of a Team of Call Center Agents. Will patiently assist members of the Call Center with resolution of problems; coordinate workload and assignments; train in Call Center tasks; and ensure adherence to all policies, procedures, and protocolsRecommend new ways to improve the Appointing and Referral Management Care Coordinator process. Will implement approved methods, validate and implement MTF policy in support of hospital accreditation program and quality improvement effortsWill be able to perform all the duties and responsibilities listed of the Call Center Agent positionMonitor the patient call center systems IVR, ACD, CMS, MHS-GENESIS, Microsoft Office Suite, and all automated systems. Review details of appointing rules for clinics and review referrals for suitability, administrative and clinical completeness. Will coordinate the completion/booking for those prerequisites prior to the patient's first appointment by contacting patient, RM/ROFR Health Coordinator, Product Line nurse, clinics, or providers as neededNotify and direct professional staff and other Call Center Agents regarding process, policy; assist with training and orientation of new Call Center Agents as needed; and ensure the appointing staff is trained and can demonstrate an understanding of the appointing process as requiredReview health care delivery plans related to patient eligibility status in MHS-GENESIS. Discuss MICAs with team members and develop appropriate plan(s) to reduce/mitigate MICAsProvide recommendations to assist other ROFR staff when advising all categories of patients regarding their referrals and access to care options as related to their eligibility and beneficiary statusCoordinate process for appointing and tracking referral in MHS-GENESIS. Search all MTFs for availability, based on clinic guidance and available appointments within MHS-GENESISIdentify market forces, patient and beneficiary demand and other issues impacting MTF capabilities access, and patient care compliance and/or quality of care and services, and report to the PM to discuss and implement changes with the IRMAC DirectorEnsure equitable distribution of call center workload between MTFs and among the NCA appointing staff as requiredEnsure the Call Center phone system applications are operating on computers immediately upon logging in for workSchedule patients in MHS-GENESIS for appointments at any MTF in the NCR eMSM based upon Appointing Business Rules and protocolsVerify patients are registered in MHS-GENESIS; if not, the appointing staff will register patient in MHS-GENESIS and update patient demographics information as neededAssist with other duties within the Appointing or Referral Management Office related to appointing or the processing of referrals to Direct Care MTFs and Civilian Care per IRMAC responsibilitiesReview and prepare monthly Appointing reports through the CMS, DPA system and the AVAYA Contact RecorderReview and analyze complex health care operations. Prepare presentations, project papers, staff and biometric reports and other medical administrative correspondence as requiredUse analytical skills and tested methodologies, conduct studies in support of projects, program, processes, or initiatives covering aspects of military health care activities that affect appointing and determine ways to improve services to the customersMaintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operationPerform office administrative practices and procedures, including the use of standard office equipment to accomplish clerical, statistical and data entry tasks in support of the administrative duties as assignedMonitor team's calls and provide feedback on strengths and areas of improvementMaintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operationMonitor, document and report time and attendance to the PM and leadership"
Note there are some missing spaces and concatenated sentences due to formatting. We need to split into sensible items. We'll try to separate by periods where appropriate. But we must preserve all info; we can keep as is but maybe add spaces.
Better to keep each original sentence as a list item, but we need to ensure readability. We'll insert periods where missing.
Let's manually split:
1. Perform as Lead Call Center Agent of a Team of Call Center Agents.
2. Will patiently assist members of the Call Center with resolution of problems; coordinate workload and assignments; train in Call Center tasks; and ensure adherence to all policies, procedures, and protocols.
3. Recommend new ways to improve the Appointing and Referral Management Care Coordinator process.
4. Will implement approved methods, validate and implement MTF policy in support of hospital accreditation program and quality improvement efforts.
5. Will be able to perform all the duties and responsibilities listed of the Call Center Agent position.
6. Monitor the patient call center systems IVR, ACD, CMS, MHS-GENESIS, Microsoft Office Suite, and all automated systems.
7. Review details of appointing rules for clinics and review referrals for suitability, administrative and clinical completeness.
8. Will coordinate the completion/booking for those prerequisites prior to the patient's first appointment by contacting patient, RM/ROFR Health Coordinator, Product Line nurse, clinics, or providers as needed.
9. Notify and direct professional staff and other Call Center Agents regarding process, policy; assist with training and orientation of new Call Center Agents as needed; and ensure the appointing staff is trained and can demonstrate an understanding of the appointing process as required.
10. Review health care delivery plans related to patient eligibility status in MHS-GENESIS.
11. Discuss MICAs with team members and develop appropriate plan(s) to reduce/mitigate MICAs.
12. Provide recommendations to assist other ROFR staff when advising all categories of patients regarding their referrals and access to care options as related to their eligibility and beneficiary status.
13. Coordinate process for appointing and tracking referral in MHS-GENESIS.
14. Search all MTFs for availability, based on clinic guidance and available appointments within MHS-GENESIS.
15. Identify market forces, patient and beneficiary demand and other issues impacting MTF capabilities access, and patient care compliance and/or quality of care and services, and report to the PM to discuss and implement changes with the IRMAC Director.
16. Ensure equitable distribution of call center workload between MTFs and among the NCA appointing staff as required.
17. Ensure the Call Center phone system applications are operating on computers immediately upon logging in for work.
18. Schedule patients in MHS-GENESIS for appointments at any MTF in the NCR eMSM based upon Appointing Business Rules and protocols.
19. Verify patients are registered in MHS-GENESIS; if not, the appointing staff will register patient in MHS-GENESIS and update patient demographics information as needed.
20. Assist with other duties within the Appointing or Referral Management Office related to appointing or the processing of referrals to Direct Care MTFs and Civilian Care per IRMAC responsibilities.
21. Review and prepare monthly Appointing reports through the CMS, DPA system and the AVAYA Contact Recorder.
22. Review and analyze complex health care operations. Prepare presentations, project papers, staff and biometric reports and other medical administrative correspondence as required.
23. Use analytical skills and tested methodologies, conduct studies in support of projects, program, processes, or initiatives covering aspects of military health care activities that affect appointing and determine ways to improve services to the customers.
24. Maintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operation.
25. Perform office administrative practices and procedures, including the use of standard office equipment to accomplish clerical, statistical and data entry tasks in support of the administrative duties as assigned.
26. Monitor team's calls and provide feedback on strengths and areas of improvement.
27. Maintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operation. (duplicate? but keep)
28. Monitor, document and report time and attendance to the PM and leadership.
We have duplicate line 24 and 27 similar; we keep both as they appear.
Now Requirements list: Extract sentences after "Requirements". The text:
"Qualified candidates must possess a High School Diploma or equivalent and demonstrate experience in healthcare administration, business operations, information management, or a related discipline. Candidates must have the knowledge, skills and abilities necessary to perform the duties of the position within a Military Health System (MHS), Referral Management (RM) or Call Center environment. In addition, candidates must possess a minimum of one (1) year of Call Center Agent experience within the IRMAC or a comparable healthcare-related call center setting. Qualified candidates
- . Requirements list also
- . Ensure we keep all details. Requirements: list from "Qualified candidates must possess a High School Diploma..." through the list of qualifications (including internal applicants etc.) until before "Benefits". That includes many bullet-like statements but currently in paragraph form. We need to split into list items. Could treat each sentence as a list item. Must preserve all. 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." We can make list. We must not create Pay or Schedule sections. We must not repeat job title as heading. We must output only HTML fragment. Let's craft. We need to be careful to not lose any detail. We'll copy sentences exactly, maybe adjust punctuation. Responsibilities list: Let's extract each duty sentence from the text after "Duties and Responsibilities". The text: "Perform as Lead Call Center Agent of a Team of Call Center Agents. Will patiently assist members of the Call Center with resolution of problems; coordinate workload and assignments; train in Call Center tasks; and ensure adherence to all policies, procedures, and protocolsRecommend new ways to improve the Appointing and Referral Management Care Coordinator process. Will implement approved methods, validate and implement MTF policy in support of hospital accreditation program and quality improvement effortsWill be able to perform all the duties and responsibilities listed of the Call Center Agent positionMonitor the patient call center systems IVR, ACD, CMS, MHS-GENESIS, Microsoft Office Suite, and all automated systems. Review details of appointing rules for clinics and review referrals for suitability, administrative and clinical completeness. Will coordinate the completion/booking for those prerequisites prior to the patient's first appointment by contacting patient, RM/ROFR Health Coordinator, Product Line nurse, clinics, or providers as neededNotify and direct professional staff and other Call Center Agents regarding process, policy; assist with training and orientation of new Call Center Agents as needed; and ensure the appointing staff is trained and can demonstrate an understanding of the appointing process as requiredReview health care delivery plans related to patient eligibility status in MHS-GENESIS. Discuss MICAs with team members and develop appropriate plan(s) to reduce/mitigate MICAsProvide recommendations to assist other ROFR staff when advising all categories of patients regarding their referrals and access to care options as related to their eligibility and beneficiary statusCoordinate process for appointing and tracking referral in MHS-GENESIS. Search all MTFs for availability, based on clinic guidance and available appointments within MHS-GENESISIdentify market forces, patient and beneficiary demand and other issues impacting MTF capabilities access, and patient care compliance and/or quality of care and services, and report to the PM to discuss and implement changes with the IRMAC DirectorEnsure equitable distribution of call center workload between MTFs and among the NCA appointing staff as requiredEnsure the Call Center phone system applications are operating on computers immediately upon logging in for workSchedule patients in MHS-GENESIS for appointments at any MTF in the NCR eMSM based upon Appointing Business Rules and protocolsVerify patients are registered in MHS-GENESIS; if not, the appointing staff will register patient in MHS-GENESIS and update patient demographics information as neededAssist with other duties within the Appointing or Referral Management Office related to appointing or the processing of referrals to Direct Care MTFs and Civilian Care per IRMAC responsibilitiesReview and prepare monthly Appointing reports through the CMS, DPA system and the AVAYA Contact RecorderReview and analyze complex health care operations. Prepare presentations, project papers, staff and biometric reports and other medical administrative correspondence as requiredUse analytical skills and tested methodologies, conduct studies in support of projects, program, processes, or initiatives covering aspects of military health care activities that affect appointing and determine ways to improve services to the customersMaintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operationPerform office administrative practices and procedures, including the use of standard office equipment to accomplish clerical, statistical and data entry tasks in support of the administrative duties as assignedMonitor team's calls and provide feedback on strengths and areas of improvementMaintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operationMonitor, document and report time and attendance to the PM and leadership" Note there are some missing spaces and concatenated sentences due to formatting. We need to split into sensible items. We'll try to separate by periods where appropriate. But we must preserve all info; we can keep as is but maybe add spaces. Better to keep each original sentence as a list item, but we need to ensure readability. We'll insert periods where missing. Let's manually split: 1. Perform as Lead Call Center Agent of a Team of Call Center Agents. 2. Will patiently assist members of the Call Center with resolution of problems; coordinate workload and assignments; train in Call Center tasks; and ensure adherence to all policies, procedures, and protocols. 3. Recommend new ways to improve the Appointing and Referral Management Care Coordinator process. 4. Will implement approved methods, validate and implement MTF policy in support of hospital accreditation program and quality improvement efforts. 5. Will be able to perform all the duties and responsibilities listed of the Call Center Agent position. 6. Monitor the patient call center systems IVR, ACD, CMS, MHS-GENESIS, Microsoft Office Suite, and all automated systems. 7. Review details of appointing rules for clinics and review referrals for suitability, administrative and clinical completeness. 8. Will coordinate the completion/booking for those prerequisites prior to the patient's first appointment by contacting patient, RM/ROFR Health Coordinator, Product Line nurse, clinics, or providers as needed. 9. Notify and direct professional staff and other Call Center Agents regarding process, policy; assist with training and orientation of new Call Center Agents as needed; and ensure the appointing staff is trained and can demonstrate an understanding of the appointing process as required. 10. Review health care delivery plans related to patient eligibility status in MHS-GENESIS. 11. Discuss MICAs with team members and develop appropriate plan(s) to reduce/mitigate MICAs. 12. Provide recommendations to assist other ROFR staff when advising all categories of patients regarding their referrals and access to care options as related to their eligibility and beneficiary status. 13. Coordinate process for appointing and tracking referral in MHS-GENESIS. 14. Search all MTFs for availability, based on clinic guidance and available appointments within MHS-GENESIS. 15. Identify market forces, patient and beneficiary demand and other issues impacting MTF capabilities access, and patient care compliance and/or quality of care and services, and report to the PM to discuss and implement changes with the IRMAC Director. 16. Ensure equitable distribution of call center workload between MTFs and among the NCA appointing staff as required. 17. Ensure the Call Center phone system applications are operating on computers immediately upon logging in for work. 18. Schedule patients in MHS-GENESIS for appointments at any MTF in the NCR eMSM based upon Appointing Business Rules and protocols. 19. Verify patients are registered in MHS-GENESIS; if not, the appointing staff will register patient in MHS-GENESIS and update patient demographics information as needed. 20. Assist with other duties within the Appointing or Referral Management Office related to appointing or the processing of referrals to Direct Care MTFs and Civilian Care per IRMAC responsibilities. 21. Review and prepare monthly Appointing reports through the CMS, DPA system and the AVAYA Contact Recorder. 22. Review and analyze complex health care operations. Prepare presentations, project papers, staff and biometric reports and other medical administrative correspondence as required. 23. Use analytical skills and tested methodologies, conduct studies in support of projects, program, processes, or initiatives covering aspects of military health care activities that affect appointing and determine ways to improve services to the customers. 24. Maintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operation. 25. Perform office administrative practices and procedures, including the use of standard office equipment to accomplish clerical, statistical and data entry tasks in support of the administrative duties as assigned. 26. Monitor team's calls and provide feedback on strengths and areas of improvement. 27. Maintain effective communication with appropriate staff and work closely with technical staff to ensure efficient operation. (duplicate? but keep) 28. Monitor, document and report time and attendance to the PM and leadership. We have duplicate line 24 and 27 similar; we keep both as they appear. Now Requirements list: Extract sentences after "Requirements". The text: "Qualified candidates must possess a High School Diploma or equivalent and demonstrate experience in healthcare administration, business operations, information management, or a related discipline. Candidates must have the knowledge, skills and abilities necessary to perform the duties of the position within a Military Health System (MHS), Referral Management (RM) or Call Center environment. In addition, candidates must possess a minimum of one (1) year of Call Center Agent experience within the IRMAC or a comparable healthcare-related call center setting. Qualified candidates
- . Benefits list also
- . For prose, use
. We must not include boilerplate like EEO etc. Already removed. We need to include internal posting closing date? That's metadata; could be folded into short
or drop. Probably include as a short paragraph under About the role or separate? It's minor metadata; we can include in a short
after About the role. Let's extract sections: About the role: "Team Ivyhill is currently seeking to hire a Temporary Team Lead 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 services for beneficiaries in the Defense Health Network. The Team Lead will be responsible for providing oversight and management for a team of Call Center Agents 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." Then maybe include internal posting closing date: "This internal posting will close COB Friday, 09/25/2026." Responsibilities: list all duties from "Duties and Responsibilities" heading onward until before "Requirements". That's a long list. We need to turn each sentence into