Call Center Team Lead, Healthcare Appointments

Job overview

The Call Center Team Lead, Healthcare Appointments role is onsite in Bethesda, MD; compensation is not specified. The position supports the Integrated Referral Management and Appointing Center’s healthcare appointment and referral services for beneficiaries in the Defense Health Network.

What you'll do

• Oversee and coordinate call center agents
• resolve team issues, assign workloads, and support training
• monitor call systems and team calls
• review appointment rules and referrals
• coordinate appointment prerequisites and bookings
• schedule patients across military treatment facilities
• review eligibility and referral information in MHS-GENESIS
• prepare reports and operational analyses
• communicate process guidance and performance feedback.

What we're looking for

Skills & competencies

call center team lead

healthcare appointments

referral management

patient scheduling

mhs-genesis

call center operations

team coaching

bethesda md

ivyhill technologies

90-day initial period

public trust clearance

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision coverage
• life and AD&D insurance
• short- and long-term disability
• supplemental life insurance
• 401(k) plan.

Why this role

The posting describes an initial 90-day temporary period with potential for a regular full-time Team Lead position. Requires a high school diploma or equivalent, at least one year of comparable healthcare call center agent experience, U.S. citizenship, and ability to obtain Public Trust clearance.

About the employer

Ivyhill Technologies LLC is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.