The Project Manager (PM) will be onsite to monitor the daily operations of staff.
The PM shall be responsible for leading and overseeing all program components within a government customer's Call Center environment, including distributing work, managing, and supervising all contract personnel supporting the contract. The PM is responsible for initiating and planning all projects, assigning and managing resources required to perform and deliver quality services. The PM will oversee start-up and transition activities, review and complete project deliverables, and monitor productivity while ensuring quality performance of all contract personnel. The PM will maintain a close and professional working relationship with the government client.
Role and Responsibilities- Execute, monitor, and oversee contract staff, ensuring personnel perform in accordance with the Statement of Work (SOW), and provide the client with weekly status updates.
- Oversee contract personnel work requirements. Coordinate staff onboarding and offboarding with the COR, collect and report staff absences, review time reporting, and remain available to meet with the client and its representatives.
- Provide daily time and attendance reports for Appointing and Referral Management contract staff.
- Direct employees regarding worksite administrative requirements, including work hours, dress code, and performance standards such as accuracy, timeliness, and productivity.
- Establish and maintain a training program that supports QASP requirements and adjust training plans based on contract needs.
- Provide coaching, counseling, and disciplinary actions as needed, while communicating job expectations and enforcing policies and procedures.
- Interface regularly through one-on-one meetings, telephone calls, email, and/or teleconferences to promote open, two-way communication with employees and Government representatives.
- Conduct ongoing quality and productivity reviews using production logs, quality audits, training surveys, and client feedback.
- Provide regular feedback to staff regarding performance against established standards and address performance deficiencies when necessary.
- Prepare reports and presentations and present results to senior leaders, managers, clients, professional organizations, and other stakeholders.
- Proactively manage any MHS GENESIS-related issues.
- Continuously monitor call queues to ensure adequate staffing coverage and maintain caller wait times of no more than 15 minutes.
- Brief the customer weekly on metrics and staff attendance.
- Prepare to implement proactive booking within six (6) months of contract award. Develop and provide a timeline and implementation plan designed to achieve proactive booking with minimal disruption to call queue operations. During the transition period, ensure call queue wait times remain below 15 minutes.
- Maintain accountability for all customer-furnished equipment issued to contract staff and establish a system to track all equipment.
- Respond to client inquiries within one hour. For contingency operations, meet client requests within one hour of receipt.
Qualifications and Experience Requirements- U.S. Citizen.
- Bachelor's degree in Business Administration, Healthcare Administration, or a related field.
- Minimum of five (5) years of experience working in the healthcare industry.
- Minimum of two (2) years of experience serving in a Project Manager role.
- Minimum of three (3) years of experience serving as a Subject Matter Expert (SME) in Project Management supporting the Department of Defense (DoD).
- Strong oral and written communication skills, with the ability to read, write, speak, and understand English.
- In-depth knowledge of the regulatory framework governing healthcare systems, including healthcare operations, workflow design, and organizational strategy.
- Demonstrated leadership competencies.
- Understanding of group dynamics and relationship management.
- Demonstrated experience planning, directing, and coordinating the work activities of call center and referral management personnel.
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