Req ID: RQ172691Type of Requisition: RegularClearance Level Must Be Able to Obtain: NonePublic Trust/Other Required: OtherJob Family: Help DeskSkills:Call Center,Call Support,Customer Care & Billing (CC&B),Customer ServiceExperience:2 + years of related experienceJob Description:GDIT has an opportunity for a Customer Service Support Representative in Chantilly, VA/remote to join our team supporting the National Practitioner Data Bank (NPDB) Project. In this role you will answer questions pertaining to the NPDB, a web-based repository of reports containing information on medical malpractice payments and certain adverse actions related to healthcare practitioners, providers, and suppliers.GDIT is under contract to the Department of Health and Human Services (HHS) to design, develop, engineer, implement, enhance, maintain, and operate the National Practitioner Data Bank (NPDB). The NPDB improves the quality of health care by encouraging State licensing boards, hospitals and other health care entities, and professional societies to identify and discipline those who engage in unprofessional behavior; and to restrict the ability of incompetent physicians, dentists, and other health care practitioners to move from State to State without disclosure or discovery of previous medical malpractice payment and adverse action history. Adverse actions can involve licensure, clinical privileges, professional society membership, and exclusions from Medicare and Medicaid. The NPDB also combats fraud and abuse in health insurance and health care delivery. Health care fraud burdens the nation with enormous financial costs and threatens the quality of health care and patient safety. The NPDB is primarily a flagging system that may serve to alert users that a comprehensive review of practitioner's, provider's, or supplier's past actions may be prudent.HOW YOU WILL MAKE AN IMPACT :
Provides telephone support for a high volume of calls
Identifies customer needs and resolves issues based on applicable NPDB policies and policies and procedures
Maintains a positive and enthusiastic attitude in an environment that requires teamwork, efficiency, cross-training, and continuous improvement
Provides first-level problem resolution on the telephone with users walks the user through a series of steps to classify the level and nature of the problem
Communicates with the users clearly and precisely to ensure their understanding of the steps necessary to be performed in order to resolve the concern, issue, or problem
Elevates calls to Supervisor/Technical Support staff as defined in internal procedures
Responds to daily e-mail correspondence, as assigned, to provide an accurate and informative resolution
Provide complete, accurate, and immediate answers to questions from customer regarding a variety of procedural, regulatory, and technical questions about the National Practitioner Data Bank through knowledge of policies and procedures defined in the NPDB Guidebook
Accurately record, process, and/ or follow-up each customer incident, using several software applications
Maintain professional customer service attitude at all times; excellent verbal and written communication skills
Manage multiple tasks efficiently and effectively
Contact customers and organizations when needed
Strong verbal and written communication
Required Skills:
High School Diploma
Must have at least 1 year of call center experience/customer service experience
Must be available to work 9:30 AM – 6:00 PM EST shift (no weekend shifts required)
Excellent PC Keyboarding skills; ability to listen and type simultaneously
Proficient in Microsoft Windows applications (MS Outlook, MS Word)
Must pass all tests with a 90% or above after training
Public Trust - candidate must have lived in the US for 3 of the past 5 years and will be required to pass a public trust background investigation.
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.
