Tier 3 Call Center Lead

Job Description:

We are GDIT. We take pride in providing our clients with world class customer support. By joining our team in supporting the Federal Civil Division State and Local Health team for a state Medicaid, you will be delivering insights to help our clients make impactful changes real. By owning your opportunity at GDIT, you’ll become a critical part in how we successfully solve our clients’ biggest challenges. GDIT delivers exceptional solutions and services that enable the safety, security, health and well-being of our nation.

As a Tier 3 Call Center Lead on the GDIT Federal Civil Division State and Local Health team for a state Medicaid program which was awarded in January 2023, you will be supporting the program that will have progressive growth and expansion of services as it is a multi-year program. The program will engage with state customer, subcontracting vendors, and many stakeholder entities.  The selected candidate will work managing and maintaining positive relationships between the State of New Mexico Health Care Authority and its network of providers, which can include physicians, hospitals, clinics, Presumptive Eligibility Determiners, and other healthcare facilities.  

Role Summary:

A Tier 3 Call Center RepresentativeLead is a specialized role within a customer support or technical support environment, typically handling complex inquiries and issues that have escalated beyond the capabilities of Tier 1 representatives. 

As a Tier 3 Call Center Representative Lead, you will lead the tier 3 representatives inresolving escalated provider issues and providing advanced technical support within the call center environment. You will utilize yourexpertise and troubleshooting skills to address complex problems, ensuring a high level of customer satisfaction and retention. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Team Leadership:  Lead a team of Provider Relations Specialists, including assigning tasks, providing support to representatives resolving escalated issues. 

• Issue Resolution: Handle escalated customer inquiries and complaints that require specialized knowledge or technical expertise. 

• Technical Support: Diagnose and resolve complex technical issues related to provider enrollment processes, including troubleshooting application process issues. 

• Documentation: Document all interactions, issues, and resolutions accurately and thoroughly in the customer support system. 

• Customer Advocacy: Serve as a customer advocate by providing feedback to management and product development teams based on customer issues and trends. 

• Quality Assurance: Ensure adherence to company policies, procedures, and service level agreements (SLAs) in resolving customer issues. 

What you’ll need to succeed:

• 5+ of Call Center Skills

• Previous experience in provider enrollment, credentialing, or healthcare administration, with demonstrated leadership experience in managing a team.  

• Deep understanding of healthcare regulations, accreditation standards, and payer requirements related to provider enrollment and credentialing.  

• Strong organizational skills with attention to detail and accuracy in managing documentation and compliance requirements.  

• Excellent communication skills, both verbal and written, with the ability to communicate effectively with diverse stakeholders.  

• Analytical mindset with the ability to interpret data, identify issues, and propose solutions.  

Skills:

• Advanced problem-solving and analytical skills. 

• Attention to detail and accuracy in documenting issues and resolutions. 

• Ability to prioritize tasks and manage time effectively to meet deadlines. 

• Adaptability to changing priorities and business needs. 

• Proficiency in using customer support software and technical tools. 

• Adaptability and flexibility to navigate changes in healthcare regulations and organizational priorities.