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Customer Service Representative (Application Support)

**Type of Requisition:** Regular

**Clearance Level Must Be Able to Obtain:** Confidential

**Public Trust/Other Required:** Other

**Job Family:** Help Desk

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.

**Responsibilities:**

+ 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 be able to obtain a Public Trust clearance

COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

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.

Customer Service Representative (Application Support)

Full time
Bossier City, LA

Published on 09/18/2022

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