Job Description:

Security Clearance required:

Cognosante is on a mission to transform our country's healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!

Job Description

The Provider Support Service Center (PSSC) Support Agent is responsible for providing a broad range of customer and provider experience lifecycle management support services. This includes but not limited to bi- directional provider support services; tracking of provider interactions; ticket support; providing technical direction and oversight; reporting, data sharing; and improving business workflow and processes for the PRF in alignment with HRSA's strategic goals and objectives.

Key Responsibilities

• Rapidly respond to provider inquiries with the accurate information and anticipating customer needs as the PRF evolves




• Proactively track provider interactions from beginning to end to improve case management workflow and provider engagement




• Perform content and knowledge management, relationship management, and customer satisfaction surveys that empowers staff to resolve problems and create a lasting impact on the customer experience




• Receiving approximately 5000 provider inquiries per month from designated frontline staff involved in HRSA's PRF




• Checking provider status within a reporting or application system




• Analyzing PRF information to draft general responses to incoming questions




• Responding to provider inquiries using a unified platform for effortless digital customer service such as Salesforce for customer relationship management




• Conducting outreach surveys to maintain a high level of provider service and satisfaction through good communication and relationships with providers




• Respond to a variety of general and specific provider inquiries, including receipts of incoming calls on complex inquiries. forwarded from HRSA's frontline staff. The call volume is highly variable based on future PRF activities




• Perform a host of pre- and post-payment activities with varying complexities. Theses inquiries shall be on a multitude of topics including but not limited to application status, eligibility inquiry, attestation inquiry/issue, pre-/post-payment status/disputes, check related inquiry, check payment received/provider will not cash, underpayment, overpayment, returning funds, revenue submission malfunction, payment integrity related inquiry, other general inquiries




• Reach out to providers with suspected abuse to validate their authenticity




• Collect data from providers as it relates to targeted distributions and the PRF reporting requirements (e.g., hot spots)




• Respond to provider inquiries regarding technical polices from providers with greater than $10K payment




• Respond, investigate, and resolve inquiries regarding discrepancies, and partial returns, and underpayments




• Respond to inquiries related to audits and recoupment based on current data mismatch on attestation and providers who kept funds and called in discrepancies




• Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training




• Attention to detail while processing, being especially mindful of PII exposure




• Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics




• Utilize standard technology such as telephone, e-mail, and screen sharing to perform job duties




• Perform other duties as assigned

Required Qualifications:

• High school diploma, GED, or equivalent education required




• Minimum one (1) year customer service and/or financial products for service experience required




• Ability to speak, read and write in English and professionally required, bilingual (Spanish) preferred




• Favorable Fitness Determination required; subsequent to government background checks, including eQuip and NACI background check




• Participate in training and receive certification that all required modules received a passing score




• Ability to receive inquiries from the hearing, speech, and visibly impaired, as well as other physically impaired callers




• Must be able to type a minimum of 20 WPM, 30 WPM preferred




• Ability to effectively work within established contractual turnaround times required

Candidates that do not meet the required qualifications will not be considered.

Preferred Qualifications:

• General knowledge of government programs.




• Familiarity with CRC or CRM contractor computer systems