SRA International, Inc., A CSRA Company Customer Service Support in Chantilly, Virginia

Clearance Level Must Currently Possess:

No Active Clearance Required

Clearance Level Must Be Able to Obtain:

No Active Clearance Required

Suitability:

Public Trust

Job Family:

Customer Support

Job Description:

GDIT/CSRA 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.

We are looking for a Customer Service Support Specialist to join our team.

Roles and Responsibilities

  • 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

  • Excellent PC Keyboarding skills; ability to listen and type simultaneously

  • Proficient in Microsoft Windows applications (MS Outlook, MS Word)

  • 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

  • Able to work various shifts

  • Contact customer and organizations when needed

  • Able to pass all tests with a 90% or above

  • Must be qualified to pass an intensive background check

  • Quality monitoring scores of 90% or above

Minimum Qualifications:

  • Must have at least 1 year of call center experience/ customer service experience

  • Soft skills, previous industry experience, unique technologies

  • Must be able to obtain a clearance

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA VA Chantilly - 15036 Conference Center Dr (VAS027)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.