Customer Service Analyst
- Full-Time
- Baltimore, MD
- Peraton
- Posted 2 years ago – Accepting applications
Job Description
US CITIZENSHIP REQUIRED FOR THIS POSITION: Yes
RELOCATION ASSISTANCE: No relocation assistance available
CLEARANCE TYPE: None
TRAVEL: No
Description
Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees, Do The Cant Be Done, solving the most daunting challenges facing our customers.
Peraton is seeking a Customer Service Analyst to join our team of qualified, diverse individuals . Provides responsive quality customer service and support at all times. Performs immediate analysis of customer problems and directs the implementation of corrective action to restore function and avoid recurrence. Functions as the customers single point-of contact for problem escalation and resolution as required. Records all incidents while maintaining accountability and ownership until resolved. Interfaces with appropriate technical personnel for customer problems that cannot be resolved quickly on the telephone. Monitors progress on problem resolution and initiates feedback to management and the customer. Performs customer follow-up to verify final resolution and determine satisfaction level. Reviews and develops department systems and procedures to ensure effective problem solving. May be required to perform other related duties as assigned.
Roles and Responsibilities :
Serve as a member of the Help Desks Level Two Team for the Centers for Medicare and Medicaid Services (CMS) Medicare Advantage Prescription Drug (MAPD) program as well as knowledge regarding Accountable Care Organizations (ACOs) and Centers of Medicare and Medicaid Innovations (CMMI) Model participants
Create and update SNOW Cases, maintaining excellent notes to include status information, research analysis, resolution details, and other pertinent details
Analyze and resolve issues submitted by Medicare Part D Plan Providers, ACO Participants, Healthcare Professionals, Business Owners, Model Leads and third-party groups
Aid in the resolution of technical issues preventing normal business processes from completing, as expected. This may entail resolving file content errors, file transfer problems, user error, etc.
Escalating inquiries to the appropriate CMS organizations or third party for timely resolution CSRs cannot address
Working under general direction and, as appropriate, independently manage individual case queue and collaborate with team members to ensure successful routing of incoming issues to ensure timely case resolution
Functions as the single point-of contact for problem escalation and resolution as required
Ability to train staff members on production issues
Conducting triage research and documenting findings to complex inquiries that
Assist in answering Help Desk calls during high volume situations as needed, respond to electronic inquires and interact with Health Plans, ACO Participants, Healthcare professionals, providing accurate and quality responses while adhering to NG and CMS Security Policies, with special attention to handling of Protected Health Information (PHI) and Personally Identifiable Information (PII)
Adhere to NGC corporate policies, initiatives, and directives and to all guiding principles required by the customer
Perform other duties as assigned by the Level II Service Desk Manager
Job Qualifications: To be considered for this position, you must minimally meet the knowledge, Skill and abilities listed below:
Bachelor's degree and 3 years of experience or Master's degree with one year of experience. An additional 4 years of experience can be substituted in lieu of a Bachelor's degree
Help Desk/Customer Service/Information Center experience
Excellent verbal and written communication skills
Knowledge of Medicare/Medicaid programs
Professional telephone and email etiquette
Must be flexible and able to easily adapt to change
US Citizenship or US Permanent Residency (green card holder) in order to obtain and maintain a US Public Trust security clearance
Preferred Qualifications:
Candidates with these desired skills will be given preferential consideration:
Experience with government contracts, specifically CMS is a plus
Experience with Service Now Case Management and Knowledge Management
Help Desk Institute Support Center Analyst (HDI-SCA) Certification
ITIL Foundation Certificate in IT Service
Spanish speaking is a plus
We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.
Apply to this Job
RELOCATION ASSISTANCE: No relocation assistance available
CLEARANCE TYPE: None
TRAVEL: No
Description
Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees, Do The Cant Be Done, solving the most daunting challenges facing our customers.
Peraton is seeking a Customer Service Analyst to join our team of qualified, diverse individuals . Provides responsive quality customer service and support at all times. Performs immediate analysis of customer problems and directs the implementation of corrective action to restore function and avoid recurrence. Functions as the customers single point-of contact for problem escalation and resolution as required. Records all incidents while maintaining accountability and ownership until resolved. Interfaces with appropriate technical personnel for customer problems that cannot be resolved quickly on the telephone. Monitors progress on problem resolution and initiates feedback to management and the customer. Performs customer follow-up to verify final resolution and determine satisfaction level. Reviews and develops department systems and procedures to ensure effective problem solving. May be required to perform other related duties as assigned.
Roles and Responsibilities :
Serve as a member of the Help Desks Level Two Team for the Centers for Medicare and Medicaid Services (CMS) Medicare Advantage Prescription Drug (MAPD) program as well as knowledge regarding Accountable Care Organizations (ACOs) and Centers of Medicare and Medicaid Innovations (CMMI) Model participants
Create and update SNOW Cases, maintaining excellent notes to include status information, research analysis, resolution details, and other pertinent details
Analyze and resolve issues submitted by Medicare Part D Plan Providers, ACO Participants, Healthcare Professionals, Business Owners, Model Leads and third-party groups
Aid in the resolution of technical issues preventing normal business processes from completing, as expected. This may entail resolving file content errors, file transfer problems, user error, etc.
Escalating inquiries to the appropriate CMS organizations or third party for timely resolution CSRs cannot address
Working under general direction and, as appropriate, independently manage individual case queue and collaborate with team members to ensure successful routing of incoming issues to ensure timely case resolution
Functions as the single point-of contact for problem escalation and resolution as required
Ability to train staff members on production issues
Conducting triage research and documenting findings to complex inquiries that
Assist in answering Help Desk calls during high volume situations as needed, respond to electronic inquires and interact with Health Plans, ACO Participants, Healthcare professionals, providing accurate and quality responses while adhering to NG and CMS Security Policies, with special attention to handling of Protected Health Information (PHI) and Personally Identifiable Information (PII)
Adhere to NGC corporate policies, initiatives, and directives and to all guiding principles required by the customer
Perform other duties as assigned by the Level II Service Desk Manager
Job Qualifications: To be considered for this position, you must minimally meet the knowledge, Skill and abilities listed below:
Bachelor's degree and 3 years of experience or Master's degree with one year of experience. An additional 4 years of experience can be substituted in lieu of a Bachelor's degree
Help Desk/Customer Service/Information Center experience
Excellent verbal and written communication skills
Knowledge of Medicare/Medicaid programs
Professional telephone and email etiquette
Must be flexible and able to easily adapt to change
US Citizenship or US Permanent Residency (green card holder) in order to obtain and maintain a US Public Trust security clearance
Preferred Qualifications:
Candidates with these desired skills will be given preferential consideration:
Experience with government contracts, specifically CMS is a plus
Experience with Service Now Case Management and Knowledge Management
Help Desk Institute Support Center Analyst (HDI-SCA) Certification
ITIL Foundation Certificate in IT Service
Spanish speaking is a plus
We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.