Project Manager - Call Center; Bethesda,MD

Ivyhill is 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, 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, oversee 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, the PM will ensure that all equipment is turned in whenever contract personnel vacate the position. The PM 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.

The PM 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. The PM will lead the planning, execution, and monitoring of the customer's services care coordination program development within the confines of significant organizational complexity and advise on the potential public reaction to proposed policies and plans.

The PM must provide leadership to staff and create an environment that supports outstanding customer service at all levels of the organization and promote the agency’s mission, values, and activities. The PM 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.
• Responsible for oversight of contract personnel work requirements, coordinating staff on/off-boarding with the COR, collecting/reporting staff absences, reviewing time reporting, and being available to the COR and customer for communications.
• Provide daily absence reports including leave, sick, and late arrivals to the customer as it pertains to the section.
• 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 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, adjusting training plans based on the requirement of the contract.
• Accomplish call center human resource objectives by coaching, counseling, and disciplining employees; communicating job expectations; and enforcing policies and procedures.
• 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).
• Review/approve timesheets for accuracy and final approval.
• Perform ongoing review of employee quality and productivity using production logs, quality audits, training surveys, and feedback provided from the customer.
• Communicate project information to team members and solicit feedback; regularly communicate organizational goals, policies, and trends; solicit feedback and share information; and effectively advocate the need to meet customer requirements.
• Provide regular feedback to staff concerning their actual performance compared to standards and specifically address…