SUMMARY

Responsible for assisting the Project Manager at ensuring successful execution of all aspects of the Patient Access Services (PAS) and Specialty Care Referral Accountability contract between the company and the Tidewater Market Military Treatment Facilities (Customer). Assist the PM at providing oversight to a team of Medical Support Assistant (MSA) Supervisors and assist the PM at providing day-to-day operational guidance and direction over the entire MSA team.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Perform as front-line Quality Manager.

• Perform training duties and maintain training records of team members under their direction, to include participation in cross-training efforts of team personnel.

• Monitor PAS performance, using system generated statistics and metrics, and compare that data against contractual required goals and standards. Data will be used to improve team productivity and performance, and will populate the company’s quality control program, to include various periodic reports as required by the contract.

• Manage the staff to the needs of the customer and Naval Medical Center Portsmouth (NMCP) and its ten Branch Medical Clinics (BMCs) patients during surges and unforeseen weather delays.

• Assist PM at acting as a liaison with the Customer as necessary to promote contract operational efficiency.

• Perform a crucial role in staying connected with personnel, monitoring performance, boosting morale, identifying concerns, receiving feedback, maintaining organizational communication, and handling low-level technical issue.

• Assist PM as providing supervision to MSA Supervisors and MSA Leads, resolve technical issues, and manage material and vendor requirements.

• Lead and manage training and instruction activities.

• Track and ensure we maintain a ready and compliant workforce by executing the PAS annual training plan.

• Be responsible to update, monitor, and maintain data integrity within our QC Tracking System.

• Execute semi-annual inspections on the team’s Area of Responsibility (AOR).

• Ensure employees receive and acknowledge appropriate training and coordination of activities as outlined within the Training Plan.

• Conduct scheduled and/or un-scheduled inspections focusing on one of the Service Summary elements to ensure all performance areas are evaluated at least semi-annually.

• Accomplish routine surveillance of employee performance, customer surveys, and Team Lead feedback.

• Perform a minimum of five (5) no-notice spot inspections per week, to include team personnel, privacy practices, administrative documentation, safety, quality, training and other related requirements.

• Provide subject matter expertise to working groups, planning documents, training plans, contingency response plans, training analysis and analytics.

• Identify and implement corrective and preventive actions to address all findings.

• Monitor effectiveness of corrective and preventive actions to ensure expected outcomes.

• Act as the local area expert for performance measurement checklists.

• Provide performance data and information to the PM.

• Ensure the workforce is fully training and qualified to conduct job tasks.

• Use approved methods and procedures to obtain high standards of quality.

• Keep the PM informed of the current performance status.

• Maintain regular and punctual attendance.

• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Assist PM at providing supervision and mentorship overall project personnel.

MINIMUM QUALIFICATIONS

• Associate degree in management, or other medical/healthcare related field, preferred.

• Minimum of three (3) year’s management experience in which 1 years shall be management of professional and administrative personnel in a medical services setting.

• Minimum of one (1) year of supervisory experience working in a call center environment.

• Patient access, specialty care referral, and experience working closely with senior personnel, government employees, and other contactors is required.

• Must be proficient in writing and understanding English. Must be able to clearly speak English and be understood by patients and clinic staff.

• Possess or complete Privacy Act and HIPAA, Data-Safeguarding, Anti-Terrorism, Interacting with Government Employees, MHS Genesis, appointment booking, and policy training in a trainer-to-trainer format.

• Proof of completion of TRICARE online training and have a solid understanding of the TRICARE online appointing and referral process.

• Possess or complete MHS Genesis training.

• Possess or complete training on the MHS Genesis function and the MHS Genesis appointing function.

• Possess or complete training on the secure messaging platform and be capable of managing inbox volume.

• Must be able to obtain clearance to access the work site located on a military installation and be granted a Common Access Card (CAC).

• Must obtain and maintain any necessary security access and/or background checks (U.S. citizenship required).

DESIRED QUALIFICATIONS & SKILLS

• Strong leadership and team management skills. Excellent communication and interpersonal abilities.

• Proficiency in call center software and Microsoft Office Suite. Ability to analyze data and generate reports.

• Exceptional problem-solving skills, attention to detail, and a patient-centered approach. Ability to work in a fast-paced environment and handle multiple priorities effectively.

• 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.

• Flexibility in scheduling work hours.

• Knowledge of the operation and maintenance of quality monitoring and reporting programs and systems.

• Knowledge of General medical ethics. Excellent telephone etiquette, written/verbal & electronic communication skills.

• Operational computer skills with good general working knowledge of word processing, and Microsoft applications (including Windows, Word, Excel, Outlook).

• Excellent communication, interpersonal and customer service skills.

• Able to define problems and obtain solutions.

Job Requirements:

WORK SCHEDULE

Full-time. May be required to work additional hours as needed to complete assignment or project.

TRAVEL

The expected travel time is less than 10%.

DRIVING REQUIREMENT

None.

WORK ENVIRONMENT

Work is primarily performed in a professional office setting, including the normal office equipment (e.g., computer, fax machines, copier) and with a wide variety of people in differing functions, personalities, and abilities.

PHYSICAL DEMANDS

Frequent sitting, standing, walking, or to be or remain in a position or state of inactivity. Occasional lifting of up to 30 lbs. It is Katmai’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

Compliance:

To be considered for this position, all applicants must apply on the company website, https://katmaicorp.com/life-at-katmai/

We are a VEVRAA Federal Contractor

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).

Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.

Requisition ID: 3561