Tier 3 Call Center Lead

6 days ago

Fairfax, United States General Dynamics Information Technology Full time

Req ID: RQ184972

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: None

Job Family: Healthcare Claims

Skills:

Call Center,Communication,Customer Inquiries,Leadership,State Medicaid

Experience:

5 + years of related experience

Job Description:

Job Description:

We are GDIT. We take pride in providing our clients with world class customer support. By joining our team in supporting the Federal Civil Division State and Local Health team for a state Medicaid, you will be delivering insights to help our clients make impactful changes real. By owning your opportunity at GDIT, you’ll become a critical part in how we successfully solve our clients’ biggest challenges. GDIT delivers exceptional solutions and services that enable the safety, security, health and well-being of our nation.

As a Tier 3 Call Center Lead on the GDIT Federal Civil Division State and Local Health team for a state Medicaid program which was awarded in January 2023, you will be supporting the program that will have progressive growth and expansion of services as it is a multi-year program. The program will engage with state customer, subcontracting vendors, and many stakeholder entities. The selected candidate will work managing and maintaining positive relationships between the State of New Mexico Health Care Authority and its network of providers, which can include physicians, hospitals, clinics, Presumptive Eligibility Determiners, and other healthcare facilities.

Role Summary:

A Tier 3 Call Center Representative Lead is a specialized role within a customer support or technical support environment, typically handling complex inquiries and issues that have escalated beyond the capabilities of Tier 1 representatives.

As a Tier 3 Call Center Representative Lead, you will lead the tier 3 representatives in resolving escalated provider issues and providing advanced technical support within the call center environment. You will utilize your expertise and troubleshooting skills to address complex problems, ensuring a high level of customer satisfaction and retention.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Team Leadership: Lead a team of Provider Relations Specialists, including assigning tasks, providing support to representatives resolving escalated issues.

  • Issue Resolution: Handle escalated customer inquiries and complaints that require specialized knowledge or technical expertise.

  • Technical Support: Diagnose and resolve complex technical issues related to provider enrollment processes, including troubleshooting application process issues.

  • Documentation: Document all interactions, issues, and resolutions accurately and thoroughly in the customer support system.

  • Customer Advocacy: Serve as a customer advocate by providing feedback to management and product development teams based on customer issues and trends.

  • Quality Assurance: Ensure adherence to company policies, procedures, and service level agreements (SLAs) in resolving customer issues.

What you’ll need to succeed:

  • 5+ of Call Center Skills

  • Previous experience in provider enrollment, credentialing, or healthcare administration, with demonstrated leadership experience in managing a team.

  • Deep understanding of healthcare regulations, accreditation standards, and payer requirements related to provider enrollment and credentialing.

  • Strong organizational skills with attention to detail and accuracy in managing documentation and compliance requirements.

  • Excellent communication skills, both verbal and written, with the ability to communicate effectively with diverse stakeholders.

  • Analytical mindset with the ability to interpret data, identify issues, and propose solutions.

Skills:

  • Advanced problem-solving and analytical skills.

  • Attention to detail and accuracy in documenting issues and resolutions.

  • Ability to prioritize tasks and manage time effectively to meet deadlines.

  • Adaptability to changing priorities and business needs.

  • Proficiency in using customer support software and technical tools.

  • Adaptability and flexibility to navigate changes in healthcare regulations and organizational priorities.

The likely hourly rate for this position is between $27.38 - $37.04. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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