The Deputy Project Manager (DPM) shall support the Project Manager (PM) in leading and overseeing all program components within the Government customer's consolidated Call Center environment. The DPM will coordinate daily operations across Patient Appointing Services, Referral Management Services, and Clear and Legible Report services and assist with distributing work, managing resources, monitoring performance, and supervising contract personnel.

The DPM will support project initiation, planning, transition, staffing, training, quality management, performance reporting, and delivery of contract requirements. The DPM will monitor daily operations, facilitate coordination among supervisors and team leads, and ensure that operational issues and performance deficiencies are identified and resolved promptly. The DPM will act with the PM's authority during planned and unplanned absences, ensuring uninterrupted management coverage and continuity of communication with the Government.

The DPM will maintain a close and professional working relationship with the Government customer, Contracting Officer's Representative (COR), supported Military Treatment Facilities, contract employees, and corporate support organizations. This is a full-time, onsite position located at the contractor-provided facility in the Puget Sound area.

Role and Responsibilities

• Support the Project Manager (PM) in directing, monitoring, and overseeing contract operations, ensuring personnel perform in accordance with the Statement of Work, Quality Assurance Surveillance Plan, approved procedures, and applicable Government requirements.
• Coordinate daily operations across Patient Appointing Services, Referral Management Services, Clear and Legible Report (CLR) services, clinical review, training, quality control, and administrative support functions.
• Provide operational leadership to supervisors and team leads, ensuring work is appropriately assigned, balanced, monitored and completed within established performance standards and timeframes.
• Review staffing levels, attendance, schedule adherence, call queues, pending workloads, productivity metrics, quality results, and service-level performance on a daily basis.
• Support the preparation and submission of daily time and attendance reports for contract personnel.
• Coordinate employee onboarding and offboarding activities with the PM, COR, supervisors, corporate Human Resources, Security, Information Technology, and other supporting organizations.
• Track and report staff absences, review employee time reporting; and coordinate schedule adjustments to maintain required operational coverage.
• Monitor Call Center queues and collaborate with supervisors and team leads to maintain staffing levels that support contractual service-level requirements, including caller wait times.
• Coordinate deployment of cross-trained personnel across inbound and outbound appointment services, referral management functions and geographically dispersed workloads (Puget Sound and Hawaii-associated), based on operational needs, including call volumes, queue conditions, and service-level requirements.
• Support weekend, surge, contingency and special-project staffing requirements through workforce planning and schedule coordination.
• Enforce workplace standards and administrative requirements, including attendance, work schedules, dress code, professional conduct, information security, privacy compliance and performance expectations.
• Support employee training and professional development programs to ensure personnel are proficient in contract requirements, customer service standards, and applicable systems and processes.
• Assist the PM in monitoring Quality Control Program activities, identifying performance trends, implementing corrective actions, and promoting continuous process improvement.
• Prepare operational reports, performance metrics, staffing analyses, and other deliverables required by Government leadership and corporate management.
• Serve as Acting Project Manager during planned or unplanned absences of the PM, maintaining continuity of operations and communications with Government customer.
• Foster effective working relationships with the Government customer, COR, Military Treatment Facility leadership, contract staff, and corporate support teams.

Qualifications:
• US Citizen;

• Bachelor degree or equivalent knowledge, skills, and relevant professional experience.
• Minimum of three (3) years of healthcare industry experience
• Minimum of three (3) to five (5) years of supervisory, team lead or management experience
• Minimum of two (2) years of experience in healthcare call center operations, referral management, or related patient access function.
• Working knowledge of NICE workforce Management and/or NICE contact center software.
• Strong verbal and written communication skills, including the ability to effectively communicate with Government personnel, healthcare providers, staff, and patients.
• Demonstrated ability to plan, direct coordinate, and evaluate the work of call center and referral management personnel.
• Knowledge of healthcare operations, workflow management, quality assurance, and performance improvement methodologies.
• Understanding of team dynamics, employee engagement, and relationship management principles.
• Demonstrated ability to analyze operational data, identify trends, and implement solutions to improve performance and customer service.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel and PowerPoint.

Preferred Qualification:
• Experience supporting a federal healthcare contract, Military Health Systems (MHS), Department of Defense (DOD), Department of Veterans Affairs (VA), or Military Treatment Facility (MTF).
• Experience managing healthcare contact center operations in a high-volume environment.
• Experience with workforce management, scheduling, and performance reporting systems.
• Knowledge of TRICARE, military healthcare referral processes, and appointment management systems.