Job Description

Ivyhill is currently seeking to hire a Training Assistant to support its contract with the Integrated Referral Management and Appointing Center (IRMAC), the National Capital Regions’ premier coordinating authority for appointing and referral management.

The Training Assistant will provide support to the Lead Trainer with new hire training for Call Center Agents.

This is an onsite employment opportunity.

Duties and Responsibilities:

• Assist with training topics based on monitoring observations, changes to standards, policies, and procedures.
• Ensure all Call Center Appointing Agent goals and objectives are properly prepared to coincide with the Agent’s monthly review.
• Assist Lead Trainer in the timely completion and submission all monthly Appointing Agent reviews in conjunction with the Team Leads and Floor Supervisory team.
• Assist Lead Trainer with coordinating training to account for staff that are absent from the weekly training sessions to ensure all personnel receive adequate training on all topics.
• Based on forecasting and scheduling data, provide weekly adherence and occupancy reports. Information is used to determine if efficiencies can be gained through process changes and performance coaching.
• Monitor desktop applications for IRMAC staff members to ensure proper usage.
• Assist Lead Trainer with conducting Desktop Analytics training for Team Leads which includes Application Analysis reports and Live Monitoring.
• Categorize desktop application data for report organization and analysis.
• Establish email alerts or pop-up messages (which appear in pop-up windows on the recipients’ computer screens) to send to the target recipients when certain events occur in the web application.
• Provide communication via automation means (current email system/MS Outlook).
• Maintain patient information record in a database in accordance with prescribed TRICARE Business Rules and regulations.
• Assist with training and be able to lead training if the Lead Trainer is absent.
• Assist Lead Trainer in providing statistical summaries and working with teams to develop effective measures/metrics for monitoring and tracking performance.
• Other related duties as assigned.

(Candidates who reside in a qualified HUBZone area are a plus. Please confirm qualified HUBZone eligibility by accessing the HUBZone Map: (

Requirements

The qualified candidate must:

• Be a U.S. Citizen.
• Have an Associate Degree or a minimum of two (2) years of experience in a medical environment or any combination of academic education, professional training, or work experience, which demonstrates the ability to perform the duties of the position working in a MHS RM or Call Center.
• Have effective communication skills and strong interpersonal skills.
• Ability to demonstrate leadership and team management.
• Ability to confer with IRMAC Executives on specific program goals.
• Have strong analytical and abstract reasoning skills,
• Be familiar with and have a understanding of basic Medical Terminology.
• Be knowledgeable of Health Information Privacy (ethical and legal considerations).
• Ability to maintain and implement changes to the AVAYA system and the Integrated Voice Response database.
• Strong familiarity with and understanding of the MHS-GENESIS, TRICARE Region 1 Policies, and Department of Defense Health Affairs guidance.
• Have the ability to perform accurate data input with strong attention to detail.
• Have demonstrated ability to provide superior customer service, problem solving, collaboration and organizational skills.
• Have a working knowledge of Microsoft Office programs, Outlook (email), and the Internet.
• Be able to obtain and maintain a Public Trust Clearance.

This internal posting will close COB Monday, 10/20/2025.

Benefits

Ivyhill has a competitive benefits program which includes medical, dental and vision; Life and AD&D insurance; Short- and Long-Term Disability; supplemental Life insurance and a 401(k) Plan.

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