Customer Service Representative

Hendall Inc.
Rockville, MD
Mar 20, 2017
Mar 21, 2017
Customer Service
Full Time
Customer Service Representative **Apply Online** at Position ID: R1673 Location: Rockville, MD Full-time, with benefits. This position shall provide second-line customer service support to the participant hospitals and CMS Center for Medicare and Medicaid Innovation (CMMI) staff involved in new technical model initiatives. This position shall support the contractor team in providing management and technical support services for implementation and documentation oversight of these new initiatives. CMMI was developed under the Affordable Care Act in 2010 to examine new ways of delivering healthcare and paying healthcare providers that can save money for Medicare, Medicaid, and CHIP while improving the quality of care for beneficiaries. This individual will use e-mail and voice communications to provide both technical and programmatic assistance to all involved stakeholders. The ideal candidate will have experience in providing customer service support and be proficient in logging, tracking, and supporting the resolution of inquiries and have experience in identifying and reporting on trends in inquiries and referral patterns and responses. This individual will report directly to the Project Manager. This position offers a collaborative, engaging, and challenging work environment as well as competitive compensation and benefits package. **DUTIES** + Provide Tier 2 telephone and e-mail customer service support using a supplied helpdesk + Triage and document incoming inquiries + Identify the proper channel to resolve customer issues and follow up on resolutions + Review, understand, and apply knowledge of Federal rules to provide accurate responses to inquires + Provide accurate documentation and update all required systems on each customer issue + Draft responses to complex e-mail inquiries and obtain approval from CMS staff + Respond to e-mail inquiries using standardized and approved language and scripts, frequently asked questions, or program information available on the CMMI web site or within Federal rules + Assist with the development and revision of program frequently asked questions + Log and track open inquiries to closure using an internal tracking system + Report on inquiries from stakeholders, including call volume, peaks, and spikes + Identify trends in inquiries and referral patterns and responses + Monitor the status of inquiry responses + Assist with the development and maintenance of a collection of e-mail contact lists by various metrics + Store and maintain documents on the team's SharePoint site + Review documents and deliverables for spelling, grammar, and consistency + Perform other duties as directed **MINIMUM QUALIFICATIONS** + Bachelor's Degree from an accredited college or university in related field or 5-10 years equivalent experience **PREFERRED QUALIFICATIONS** + Minimum 3 years of experience providing customer service support, preferably for a Federal contract + Proficiency in MS Office Suite and SharePoint + Proficiency in Salesforce a plus + Proficiency in remediating MS Word, PowerPoint, Excel, and PDF documents for Section 508 compliance a plus + Ability to manage multiple projects, ensuring accuracy and attention to detail, and timely responses to customer inquiries + Ability and willingness to learn new software applications + Ability and willingness to learn and follow processes + Excellent problem-solving skills + Excellent verbal and written communication skills + Ability to maintain professional and ethical working relationships + Ability to interact professionally with a diverse customer group including executives, managers, subject matter experts, and stakeholders + Proficiency with Cisco WebEx or similar webinar technology a plus **EEO/AA - M/F/Veterans/Individuals with Disabilities**

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