COHO Integrated Solutions is seeking a Program Manager in support of a Medical Call Center contract in Portsmouth, VA. The Program Manager is responsible for the day-to-day activities of the Military Health System Call Center. This position is key to maintaining communication between the government and COHO IS.

The Call Center is a centralized services center that serves as the primary point of contact for beneficiaries for PAS, RMS, and CLRS as they seek healthcare services, and is therefore a critically important resource in our healthcare delivery system.

Responsibilities (include but are not limited to):

• Conduct the day-to-day management tasks of the call center
• Complete weekly, monthly, quarterly and annual reports based on the contracts and metrics required
• Ensure on-site management attends, at a minimum, weekly meetings which may be conducted via teleconference or face-to-face (F2F) with the Market Operations Management team.
• Attend F2F monthly meetings with each MTF and respective staff in each of the functional areas to include: PAS, RMS, and CLRS and other meetings requested by the COR in order to support operational requirements.
• Be prepared to travel to the various MTFs in order to interface with the MTF and clinic leaders whom they support.
• Ensure all staff are familiar with basic medical terminology and Microsoft Office products used with the beneficiary a PAS, RMS, and CLRS processes and understand business rules addressing beneficiary category access to the direct care and network systems.
• Ensure that PAS, RMS, and CLRS agents possess a functional knowledge of the TRICARE Healthcare program and are familiar with the terminology and inter-relationships of the ATC categories, appointment types, referral processes, detail codes, provider specialties, and ATC standards. The PAS, RMS, and CLRS agents shall receive annual refresher training in these areas, as well as stay abreast with TRICARE Program changes.
• Provide proof of refresher training to the COR annually.
• Ensure PAS, RMS, and CLRS agents possess appropriate customer service skills (telephone courtesy).
• Responsible for the successful execution of all aspects of the contract.
• Duties will be performed in accordance with the contract and FSR policies and procedures.
• Act as a liaison with the Client as necessary to promote contract operational efficiency.
• Respond to Client identified performance concerns.
• Supervise on-site call center employees, resolve technical issues, and manage material and vendor requirements.

Requirements:

• Education:
• High School Diploma or GED equivalency

• Experience:
• Five year's management experience in which two years shall be management of professional and administrative personnel in a medical service setting.
• 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
• Experience managing over 100 personnel highly preferred