Customer Service Training Coordinator/Technical Lead

The Centers for Medicare & Medicaid Services (CMS) Comprehensive Error Rate Testing (CERT) program plays a vital role in safeguarding the integrity of the Medicare Fee-for-Service (FFS) program by ensuring that taxpayer-funded healthcare payments are accurate, appropriate, and compliant with federal requirements. Supporting CMS’s obligations under the Payment Integrity Information Act (PIIA), the program uses statistically valid sampling and independent medical review of claims to identify improper payments and measure program performance. The insights generated through CERT enable CMS to strengthen accountability, improve healthcare delivery practices, and drive corrective actions that protect both beneficiaries and public funds. Through this work, the CERT program helps uphold transparency, stewardship, and trust in one of the nation’s most critical healthcare systems.

About the role

As the Customer Service Training Coordinator, you will develop and deliver training materials for customer service representatives to obtain required medical records documents. Additionally, you will assist the Customer Service Supervisor by providing responses to customer service questions and coordinating the flow of information. You will serve as a critical component in meeting our mission of providing excellent services to our customers, stakeholders, and employees. Your experience ensures an exciting and rewarding opportunity to be at the forefront of activities related to implementing healthcare reform on a national level.

Responsibilities

• Provide technical leadership and support to customer service agents, assisting them in resolving complex customer issues and escalations.
• Conduct training needs assessments to identify knowledge gaps and develop training plans accordingly.
• Design, develop, and deliver effective training programs to enhance the technical skills of customer service agents.
• Create training materials, including presentations, manuals, and job aids, to support training initiatives.
• Coach and mentor customer service agents, providing ongoing feedback and guidance to improve their technical proficiency and customer service skills.
• Coordinate and facilitate the onboarding process for new call center agents, including orientation sessions covering an overview of call center systems, and arrange for new hires to shadow experienced agents.
• Monitor customer service performance metrics, such as call quality, first-call resolution, and customer satisfaction, to identify areas for improvement.
• Collaborate with other teams, such as Operations, Quality Assurance, and APPs/IT, to ensure consistent and efficient customer service call center operations and adherence to technical protocols.
• Stay up to date with organizational trends, updates, and technological advancements relevant to the call center's operations.
• Assist in troubleshooting complex technical issues, including error-99, Top-200, Exhausted claims, and MAC correspondence.
• Work closely with call center supervisors, managers, and quality assurance teams to identify training needs, address performance issues, and develop targeted training initiatives.
• Monitor calls and work closely with APPS and IT teams to identify issues, determine root causes, and implement solutions or have APPs/IT implement them.
• Conduct regular assessments and evaluations to measure the effectiveness of training programs and recommend improvements as needed.
• Complete other projects or duties as assigned by the Medical Records Department Manager.

Requirements

• Minimum 2-3 years of experience in a call center.
• Proven experience in a technical support role, preferably in a call center environment.
• Experience in designing and delivering training programs, utilizing various training methodologies and tools.
• Ability to lead and motivate a team, fostering a positive and collaborative work environment.
• Strong analytical and problem-solving skills, with the ability to quickly identify and resolve technical issues.
• Proficiency in using call center software and customer relationship management (CRM) systems.
• Flexibility to adapt to changing business needs and work in a fast-paced environment.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively.

Qualifications

• Associate’s Degree in any of the following disciplines: Medical Records, Marketing/Business/Sales, Criminal Justice, or Computer Science.
• OR high school diploma or a G.E.D and two years of customer service, call center, and/or medical record experience and/or criminal justice/troubleshooting experience.

Skills

• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in a clear and concise manner.

Benefits

Eligible employees gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

• Medical, dental, and vision insurance.
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract.
• 401(k) plan that includes employer matching funds.
• Tuition reimbursement program.
• Life insurance and disability coverage.
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.
• Birth, adoption, parental leave benefits.
• Employee Assistance Plan that includes counseling conditions.

Specific benefits are dependent upon the specific contract as well as whether the position is covered by a collective bargaining agreement or Service Contract Labor Standards.

Pay

The hourly amount for this position can be found at the top of this posting. This role is covered by the Service Contract Act. For positions on this contract, we will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor and the Wage Determination (WD). The wage rate will vary depending on the locality. Additionally, you will receive Health and Welfare Benefits based on the WD for the contract.