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Fife Lake

    Supervisor - Government Healthcare Call Center - Fife, United States - Epic Government

    Epic Government
    Epic Government Fife, United States

    3 weeks ago

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    Description
    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
    • 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
    Supervisor - Government Healthcare Call Center Job Overview:
    • 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 Epic Government 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:
      • Dispositions. 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.
      • Referral - STAT. The contractor shall provide a report that details the number of referrals and average hours to route STAT/Urgent.
      • Disposition/Routing Error Rate. The contractor shall provide a report that details the referral disposition rate and routing error.
      • Deferred to Network. The contractor shall provide a report that details all referrals deferred to the network due to lack of MTF capability or capacity. The report shall be stratified by specialty and MTF.
      • The contractor shall contact patients that have been DTN and provide them with DTN instructions. The contractor shall be responsible for sending a secured message with DTN instructions to beneficiaries after the third unsuccessful outbound call no later than 7 business days after dispositioning the referral.
      • Calls Monitored. The contractor shall provide a report that details the number of calls monitored, issues identified, and corrective actions taken to correct the issues.
      • Customer Service and Satisfaction of Referral Management. The contractor shall provide a detailed report of complaints received, errors found, and the specific corrective action taken by the contractor. Errors shall include those identified by patients/beneficiaries, clinic and/or MTF staff, and direct to the contractor.
    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 a), a) and 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.

    #OFCCP
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