Customer Service Supervisor in Raleigh, NC at General Dynamics Information Technology

Date Posted: 8/12/2019

Job Snapshot

Job Description

Job Description

NCTracks was implemented by GDIT in July 2013 and used by the Division of Medical Assistance (DMA); the Division of Mental Health, Developmental Disabilities, and Substance Abuse Services (DMH/DD/SAS); and the Division of Public Health (DPH).  GDIT is the fiscal agent for NC DHHS and handles the daily operations and functionality enhancements to NCTracks.

Providers enrolled in DMA, DMH/DD/SAS and DPH health plans submit claims for payment of covered health care services through the NCTracks Provider Portal. NCTracks coordinates processing among the payers to ensure the proper assignment of the payer, benefit plan and pricing methodology for each service on a claim. NCTracks processes health care claims, prior approval requests, provider enrollment, finance, and other healthcare transactions.

GDIT is seeking a Call Center Supervisor  to join our team in Raleigh, NC

Position Summary

Monitors day-to day activities of the customer service area to ensure adherence to policies and maintain service level quality Assist with the creating of internal performance reviews, communicating changes in web site, client policy, and internal policy to staff. Provides escalation support regarding client issues, participate in the creation and execution of programs to motivate and retain customer service.

Roles and Responsibilities:

  • Assists less experienced service center representatives resolve complex customer questions.
  • Researches complex customer inquiries and responds to appropriate parties in a timely manner.
  • Informs staff of service level issues and escalates issues to supervisor/manager in a timely manner to minimize corporate risk and enhance customer service experience.
  • Assists with establishing and obtaining goals for acceptable performance in accordance with client service agreements.
  • Provide occasional phone coverage when required. - Motivate staff through positive feedback to meet service level goals
  • Interfaces with team members, management, and customers in reference to customer service issues.
  • Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
  • Supervises daily transactions to ensure policy and procedures are in accordance with service level agreement. 
  • Assists supervisor/manager with the day-to-day operations of the customer service area, including training and/or mentoring less experienced staff. 
  • Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers and terminations to manager.

    Required Qualifications

  • Bachelor's degree in Business Management or related field, or equivalent combination of education and experience
  • Four or more years of customer service experience
  • Experience working in a call center environment
  • Experience working with organizational functions and personnel
  • Experience working with fax machines, computer software, and telephone technology
  • Experience working with help desk software

    Additional Qualifications

  • Experience with Medicaid/Healthcare
  • Good business and analytical problem solving skills
  • Strong communication skills
  • Ability to work independently
  • Ability to follow oral and written directions
  • Job Families for Job Profiles
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. 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.','industry