Customer Service Analyst 2-Health IT (Cheyenne, WY)

Customer Service Analyst 2-Health IT

Northrop Grumman Information Systems sector is seeking a Quality Assurance (QA) Specialist to join our team of qualified diverse individuals supporting a Customer Service Center project. This position will be located in Cheyenne Wyoming. Put your years of customer service experience and or health and human services knowledge into a future of excellence by joining a Northrop Grumman team delivering cutting edge technology solutions to our customers. The qualified applicant will become part of Northrop Grumman s Health IT Health and Human Services operating unit which focuses on healthcare IT solutions for our federal state and local government customers. We are looking for dynamic professional team-oriented self-motivated individuals with good communication skills and a positive attitude for the implementation and operation of a Medicaid and Children s Health Insurance Program (CHIPS) Customer Service Center. Responsibilities In general the QA Specialist conducts scheduled performance audits of Customer Service Center individuals and teams assists in the analysis of performance findings to identify trends and root causes and direct the execution of corrective action plans (when needed). The QA Specialist compares performance to contract requirements reports findings to managers and works closely with trainers and managers to determine training needs. More specifically the QA Specialist is responsible for the following activities Providing responsive quality customer service at all times. Measuring the accuracy of the data entry entered into the Medicaid and Children s Health Insurance Program (CHIP) eligibility system by the Customer Service Representatives and Case Managers. Measuring the timeliness of case actions. Performing ongoing reviews of inactive cases and ensuring that applicants and recipients were not denied benefits incorrectly. Monitoring activities and processes to identify deviations including root cause analysis. Analyzing performance information prioritizing and developing recommendations for corrective action. Monitoring performance improvement plans or corrective actions to ensure compliance recommending adjustments as necessary to achieve success. Developing and implementing quality assurance and quality improvement activities. Supporting our customers in all quality audits-both internal and external as it relates to the project. Working collaboratively with our customer on all quality reviews including the Medicaid Eligibility Quality Control (MEQC) and Payment Error Rate Measurement (PERM). Assisting project management with quality assurance activities including data analysis report preparation and the execution of daily weekly and monthly quality assurance tasks in which a high level of independent judgment is required. Producing reports and documentation as required. Qualifications Basic Qualifications - Bachelors degree (preferably related to health and human services) plus 3 - 4 years of experience performing quality assurance activities. Relevant quality assurance experience can be substituted for education on a one-for-one basis. - Experience utilizing quality methods to implement improvements and change in an organization. - Experience using quality assurance analysis tools and techniques. - Strong oral and written communication interpersonal analysis problem solving and organizational skills. - Ability to communicate effectively with project staff and customers to solve complex issues. - Knowledge of computer systems. Preferred Qualifications - Knowledge of federal state and program policy and operations procedures a plus. - Experience in public sector administration outsourcing production environment Medicaid and or CHIP a plus - Understanding of systems design and development processes This position is contingent upon contract award budget and or customer approval. Northrop Grumman Corporation is a leading global security company providing innovative systems products and solutions in aerospace electronics information systems and technical services to government and commercial customers worldwide. Northrop Grumman is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer making decisions without regard to race color religion sex national origin age veteran status disability or any other protected class. U.S. Citizenship is required for most positions.WY2013 Connect with our Talent Community Apply NowCompany