Tier 3 Call Center Lead

6 days ago

SaintBrieuc, Bretagne, United States General Dynamics Information Technology Full time
Job Summary

We are seeking a highly skilled and experienced Tier 3 Call Center Lead to join our team at General Dynamics Information Technology (GDIT). As a key member of our Federal Civil Division State and Local Health team, you will play a critical role in supporting the State Medicaid program.

Key Responsibilities
  • Team Leadership: Lead a team of Provider Relations Specialists, providing guidance and support to resolve escalated issues.
  • Issue Resolution: Handle complex customer inquiries and complaints, utilizing specialized knowledge and technical expertise to resolve issues.
  • Technical Support: Diagnose and resolve technical issues related to provider enrollment processes, including troubleshooting application process issues.
  • Documentation: Accurately document all interactions, issues, and resolutions in the customer support system.
  • Customer Advocacy: Serve as a customer advocate, 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.
Requirements
  • 5+ years of Call Center experience
  • 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
What We Offer

As a valued member of our team, you will have access to a comprehensive benefits package, including medical, dental, and vision plans, a 401(k) plan with company match, and paid time off. We also offer opportunities for professional growth and development, as well as a dynamic and supportive work environment.

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