Call Center Agent

Zimmerman Associates, Inc. (ZAI) is a reputable company known for its commitment to providing top-tier staffing solutions and support services to government and healthcare sectors. Serving as a trusted partner, ZAI specializes in delivering skilled professionals to fulfill critical roles that enhance operational efficiency and service quality. The company's consistent dedication to excellence, integrity, and service has established its strong presence in the industry, particularly in highly specialized fields such as healthcare management and administrative support.

ZAI is currently seeking to hire Call Center Agents to support its contract with the Integrated Referral Management and Appointing Center (IRMAC), recognized as the National Capital Region's premier coordinating authority for healthcare appointment scheduling and referral management. This onsite position offers a competitive pay rate of $21.50 per hour plus $5.09 for health and welfare benefits, demonstrating ZAI's commitment to valuing its workforce through fair compensation and benefits.

The role of a Call Center Agent at ZAI is integral to ensuring smooth healthcare operations across thirteen Military Treatment Facilities within the National Capital Region. These agents are responsible for effectively coordinating healthcare appointments for both primary care and specialty medical services. The job involves managing a high volume of both incoming and outgoing phone calls, requiring agents to adeptly handle patient interactions with professionalism, accuracy, and empathy.

Call Center Agents will utilize specialized systems such as the AVAYA Automated Call Distribution system to accommodate appointment scheduling requests. They must verify patient eligibility, schedule or reschedule appointments in compliance with standardized protocols, and maintain meticulous documentation within electronic health and referral management systems such as MHS GENESIS. Agents also proactively reach out to patients to schedule appointments and provide necessary visit information according to established clinical guidelines. Their efforts help ensure timely access to care and enhance patient experience within the military healthcare system.

Successful candidates in this role will have a foundational understanding of medical terminology, health information privacy laws, and familiarity with Department of Defense (DoD) and federal healthcare systems including TRICARE, Medicare, Medicaid, and VA services. Experience in data entry with strong attention to detail is crucial, as is superior customer service and problem-solving skills. Proficiency with Microsoft Office and related communication tools will facilitate efficient job performance.

Working onsite, Call Center Agents will collaborate with Referral Management Reviewers and clinical staff to handle appointment schedules accurately and address patient and provider inquiries professionally. This ensures that the Integrated Referral Management and Appointing Center operates seamlessly, contributing to the overall mission of delivering high-quality healthcare to military beneficiaries in the National Capital Region.

With its equal opportunity employment policy, ZAI fosters a diverse and inclusive work environment, encouraging applicants from all backgrounds to apply. This role provides an excellent opportunity for those seeking to contribute meaningfully within a supportive organizational culture while developing valuable experience in healthcare coordination and customer service.