Service Desk Customer Service Representative

Hendall Inc
Rockville, MD
Oct 04, 2021
Oct 17, 2021
Full Time
Hendall is currently seeking Service Desk Customer Service Representatives to support the Centers for Medicare & Medicaid Services Center for Consumer Information and Insurance Oversight (CCIIO) Marketplace Service Desk (MSD). MSD provides assistance to CCIIO application development organizations (ADO), issuers, agent brokers, Health Insurance Marketplaces, state agencies, insurance companies, third-party administrators (TPA), and other healthcare stakeholders with the implementation and operational issues of the Patient Protection and Affordable Care Act (PPACA or ACA) of 2010.DUTIESThe Customer Service Representatives (CSRs) will report to the Service Desk Functional Manager and will provide the first line of technical support to systems users and stakeholders supported by the MSD.Respond to systems user phone and email requests for assistance.Provide first line technical support such as account administration, password resets, environment availability notifications, requests for data to support development and testing, and defect and change management requests.Log, track, and update inquiries via ticketing system from entry through disposition of incident.Support resolution, rerouting, or escalation of inquiries to external parties in accordance with service level requirements.Maintain communications relating to inquiry status.MINIMUM QUALIFICATIONSBachelor's degree.Minimum 3 years of relevant experience in service desk environment.Excellent communication and customer service skills.Ability to obtain security clearance.PREFERRED QUALIFICATIONSCMS service desk experience.Bilingual in Spanish preferred but not required.Experience with ServiceNow, JIRA, Slack, and Interactive Voice Response (IVR).Familiarity with various CMS systems such as FEPS (Federal Exchange Program System), MQI (Medicare Quality Indicator System), FFE (Federally Facilitated Exchange), MIDAS (Multi-dimensional Insurance Data Analytics System), HUB (Data Services Hub), HIOS (Health Insurance Oversight System), Business Intelligence applications (SAS instance, Cognos, & MicroStrategy), Drupal, RBIS (Rate and Benefits Information System), and CMS's Cloud environment (hosted cloud).Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.