We are GDIT. We stay at the forefront of innovation to solve complex technical challenges.
GDIT is your place. Make it your own by discovering new ways to securely and expertly apply the latest technology. Own your opportunity at GDIT and you’ll be a meaningful part of improving how agencies operate. Our work depends on an Operations Analyst joining our team to support National Practitioner Data Bank (NPDB) activities in Chantilly, Va.
The NPDB improves the quality of health care in the U.S. 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.
At GDIT, we foster a people-centric environment. As an Operations Analyst supporting the NPDB, your responsibilities will be to:
Work collaboratively with cross-functional teams to improve operational initiatives and increase efficiency. Responsible for quickly researching individual and organizational backgrounds to ensure incoming queries are correctly matched to reports in the system. Handle multiple aspects of the dispute resolution process and act as a liaison between NPDB customers and the HHS disputes team. Perform root cause analysis on incorrect query responses, develop corrective action, and report results. Ensure all duties are completed within the strict deadlines of contractual performance metrics. Create high quality performance reports, facilitate peer review/approval processes, and deliver reports on schedule. Assist with customer service quality monitoring using various call center technologies. Assist with the GDIT procurement process by submitting acquisition intake requests and purchase requisitions to make sure necessary software, services, and equipment are procured for the NPDB program.
Resolve matching algorithm anomalies for queries and other transactions against the system database.
Review incoming requests for dispute resolution to determine eligibility for HHS review.
Assemble dispute resolution documentation to elevate and close subject dispute resolution requests.
Compile, review, and deliver weekly, monthly, and quarterly performance and financial deliverables.
Research and resolve incorrect query results.
Write and update project documentation including procedures and training materials.
Analyze the existing processes and highlight areas for improvement.
Participate in the development of new functionality or updates to meet client needs.
Assist with acquisition intake request and purchase requisitions.
Assist with ad hoc assignments requested by the customer and managers, including data analysis and generating reports of system data.
Receive escalations from the the NPDB Customer Service Center and resolve incidents using case management tools.
Provide surge support for the NPDB Customer Service Center (document processing, customer calls, mailroom tasks, etc.), as needed.
Work across multiple GDIT systems to submit acquisition intake requests and purchase requisitions for the NPDB program. Work with buyers to ensure all products and services are procured on time.
Bachelor’s degree 2+ years relative experience providing customer service or program/project support
Ability to analyze, offer multiple solutions with pros and cons, and solve open-ended problems given only vision and goals
Proficiency with Microsoft Office, especially MS Excel
Experience prioritizing and completing multiple, concurrent, time-sensitive tasks
Experience working proactively and independently, requiring minimal management direction
Experience proactively offering to take on additional tasks to support the broader team and goals
Federal Government Contractor experience a plus
Working knowledge of Confluence, PL/SQL Developer, Tableau,
Salesforce, and Five9, preferred
Skills, Key Attributes:
Strong critical thinking, an analytical mindset, and research ability
Excellent verbal and written communication skills
Self-driven, motivated, organized
Excellent attention to detail
Excellent customer service skills
About Our Work
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 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.
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.