Public Health Program Support Lead

This position performs and/or coordinates a variety of administrative functions, supporting multiple projects, as it relates to the government client in the public health sector. Provides program support related to claims management, program reporting and specific claims-related questions by providing direct technical assistance via phone and email. Ensures efficient operations by providing stellar customer service to clients in a fast-paced environment. Exercises good judgment in the receipt, processing, and response to inquiries, requests, and correspondences.

EXAMPLES OF DUTIES AND RESPONSIBILITIES – position duties and responsibilities include but are not limited to:

• Provide client software and program technical assistance via phone and email
• Provide system updates to client and shareholders
• Serve as liaison for internal and external stakeholders.
• Assist and provide presentations to the client
• Update client databases as it relates to technological experience and awareness
• Develop training manuals and FAQs based on historical and recurrent support issues
• Compiles, analyzes, and presents a wide variety of data to make decisions. Reviews sources, performs calculations, and determines best course of corrective action
• Maintain accurate files and other records as needed
• Ability to work independently to complete projects and relying on the supervisor and/or senior analyst only in emergent situations for discussion and advice
• Attend and participate in team meetings and division meetings
• Uses strong interpersonal and public relations skills in a tactful manner when receiving and responding to inquiries, communications, and correspondences
• Take ownership and respond to tickets in the Salesforce queue, escalating Level 2 and Level 3 tickets to internal developers
• Provide administrative support for review panel including retrieving documents from internal databases, combining files, creating routing slips, storing documents on the server, and sending documents to leadership for approval.
• Maintain pending cases and create draft schedule using the pending case log and schedule template.
• Draft and send notification letters and/or approved responses to inquiries.
• Performs additional duties as assigned
• Schedule and coordinate weekly team meetings, coordinating the development of responses to high priority inquiries from external stakeholders in collaboration with leadership.
• Monitor team operations and systems to generate reports to update leadership on the team activities, program planning, and evaluation.
• Mentor and train new staff, providing guidance to leadership and teams on operations and technical issues that may arise impacting internal and external customers.

EDUCATION, TRAINING AND EXPERIENCE: Graduation from an accredited college or university with a bachelor’s degree and/or a minimum of five (5) years of experience in a customer service skills environment. Experience and knowledge of federal government contracting work preferred. Skill with oral and written communication in Spanish preferred.

KNOWLEDGE, SKILLS, AND ABILITIES: Thorough knowledge of the principles and practices of working in a call center and customer service-oriented environment. Proficient in technology and adept in the use of database, spreadsheet, word processing, and related applications within Microsoft Office. Detail oriented and skilled in data analysis and evaluation. Must possess strong analytical skills and experience in interpreting and applying policies, procedures, and government rules and regulations.

Excellent oral and written communication skills. Ability to establish and maintain effective working relationships with co-workers, representatives of other agencies and departments, and the public. Ability to maintain confidential and sensitive information. Knowledge of medical terminology a plus.

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 2 years (Required)
• supervisory: 2 years (Required)
• Call Center: 1 year (Preferred)

Work Location: In person/occasionally remote

Innovative Management Strategists provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Innovative Management Strategists (IMS) is a U.S. Small Business Administration certified 8(a) woman owned small business, rich in program management expertise that serves governmental (Federal, state, local) and nongovernmental (private sector) clients in the healthcare arena.