Lead Customer Service Analyst 3 Health IT

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POST DATE 9/12/2016
END DATE 10/18/2016

DiversityWorking MD

Company
DiversityWorking
Job Classification
Full Time
Company Ref #
7283874
AJE Ref #
576150000
Location
MD
Job Type
Regular

JOB DESCRIPTION

APPLY
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* Lead Customer Service Analyst 3 \- Health IT
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* Requisition ID:
16009919
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* Location\(s\):
United States\-Maryland\-Woodlawn
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* US Citizenship Required for this Position:
No
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* Relocation Assistance:
No relocation assistance available
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* Travel:
No
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* Northrop Grumman Technology Services is seeking a Lead Customer Service Analyst to join our team of qualified, diverse individuals\. This position will be located in Woodlawn, MD\.Put your years of experience into a future of excellence\. The qualified applicant will become part of Northrop Grumman's Health IT portfolio in support of the Centers for Medicare and Medicaid Services \(CMS\), managing the end\-to\-end business activities of the Service Desk, overseeing the operations of the Information Center which provides customer service to eligible professionals inquiring about and seeking assistance with CMMI models and Collaboration Site\(s\)\.This individual will be part of Northrop Grumman's Innovation Sites Business Operations Support Contract \(IBOSC\) program, providing support services to the Centers for Medicare and Medicaid Innovations Services \(CMMI\) Help Desk projects\. The Customer Service Analyst is a lead position to ensure quality responses are achieved, auditing and monitoring customer service representatives and implementing creative solutions to ensure customer satisfaction\. The successful candidate will be able to work in a dynamic, energetic environment\. Multi\-tasking, time\-management, and customer relationship skills will be keys for success\.Our program is on the cutting\-edge of health care reform in the United States and is making a difference in the lives of all Americans\.Roles and Responsibilities:
- Utilize Remedy inquiry management system to review recorded tickets Oversee and resolve inquiries and problems quickly and to satisfaction of CMS client\.- Respond to customer service requests and inquiries, as needed\.- Facilitate meetings with project stakeholders to status / issues updates\.- Interface with management and provide various reports on a regular basis\.- Demonstrate strong oral and written communication skills to management as well as interface with the customer on a daily basis\.- Able to understand and analyze CMS Innovation Models and their operational requirements\.- Be responsible for understanding and adhering to the HIPAA policies and procedures for the program and ensure awareness of HIPAA breach process\.- Ensure adherence to quality standards and review project deliverables\.- Identify, monitor, and escalate Service Desk's risks, issues, and action items\.- Review employee performance to ensure quality of work meets expectations\.- Constantly monitor and report on progress of the project to all stakeholders\.- Present reports defining project progress, problems and solutions\.- Present status reports, meeting minutes, etc\. at meetings and deliver on action items\.- Generate metrics that demonstrate operational excellence\.- Collaborate with subcontractors as required\.Minimum Qualifications:
To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:
- Bachelor's and 6 years of Help Desk/Customer Service/Information Center experience; Master's and 4 years of Help Desk/Customer Service/Information Center experience; 10 years of Help Desk/Customer Service/Information Center experience will satisfy education and experience requirement\.- 3 years of Customer Service, Help Desk and/or Information Center experience including presenting project status, risk and issues to senior leadership\.- Possess technical writing skills and able to review others work products\.- 3 years of team lead experience\.- Knowledge of current market trends and industry best practices in Healthcare and Information Technology\.- Demonstrated proficiency in oral and written communication for presentations at all levels\.- Strong leadership and communication skills with the ability to work effectively with critical partners, both internal and external\.- A proven ability to work well under pressure in a dynamic, fast\-paced environment, balancing multiple tasks, changing requirements and priorities, and short deadlines- Must be either a US Citizen or Permanent Resident \(Green Card\) holder\.- Must be able to obtain a Position of Trust designation\.Preferred Qualifications:
Candidates with these desired skills will be given preferential consideration:
- Knowledge of front and back end web based applications and familiar with various web service technologies\.- Knowledge of CMS MA Part D and C systems and processes\.- Prior use Remedy Inquiry Management system a PLUS\.- Experience with CMS quality measure\.Northrop Grumman is committed to hiring and retaining a diverse workforce\. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class\. For our complete EEO/AA and Pay Transparency statement, please visit www\.northropgrumman\.com/EEO \. U\.S\. Citizenship is required for most positions\.
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* Title:

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* _Lead Customer Service Analyst 3 \- Health IT_
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* Location:

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* _Maryland\-Woodlawn_
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* Requisition ID:

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* _16009919_ .