Customer Service Representative

Clearance Level
None
Category
Help Desk
Location
Chantilly, Virginia

REQ#: RQ87436

Travel Required: None
Public Trust: Other
Requisition Type: Regular

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 a Customer Service Representative joining our team to support National Practitioner Data Bank (NPDB) activities in Chantilly, Va. GDIT is under contract to the Department of Health and Human Services (HHS) to design, develop, engineer, implement, enhance, maintain, and operate 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. 

At GDIT, we foster a people-centric environment. As a Customer Service Representative you will be trusted to answer telephone calls 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. In this role, a typical day will include:

  • Providing first level problem resolution to NPDB users in a fast paced, high volume call center
  • Identifying customer needs and resolving issues based on NPDB policies and procedures
  • Maintaining a positive and enthusiastic attitude in an environment that involves time sensitive requirements, teamwork, efficiency, and continuous process improvement
  • Accurately record, process, and/ or follow-up each customer incident, using several software applications such as Customer Relationship Management (CRM)
  • Communicating to users clearly to ensure their understanding of the resolution
  • Elevating calls to supervisor/support staff as defined in internal procedures
  • Responding to daily e-mail, as assigned
  • Process incoming documentation
  • Maintain professional customer service attitude at all times; excellent verbal and written communication skills
  • Manage multiple tasks efficiently and effectively

QUALIFICATIONS:

  • High School Diploma or equivalent
  • Must have at least 1 year of call center experience or customer service experience
  • Must be available to work one of three shifts Monday through Friday during office hours
  • Must have the ability to listen and type simultaneously.
  • Must be able to utilize multiple display monitors in screen navigation with maximum efficiency
  • Must be able to function with several applications and browser tabs being open and used simultaneously
  • Excellent PC Keyboarding skills; proficient in Microsoft Windows applications (MS Outlook, MS Word, MS Excel)
  • Familiar with conferencing and screen sharing applications such as zoom, webex, and slack
  • Must pass all tests with a 90% or above after training period
  • Must be able to obtain a Public Trust clearance
  • Strong verbal and written communication skills

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.