Customer Service Training Coordinator/Technical Lead

Position Description & Qualifications

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.

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 customer, 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.

Candidates with prior CERT experience preferred.

Accountabilities:

• 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, which covers overview of call center systems, and let the new hire 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 organization trends, updates, and technological advancements relevant to the call center's operations.
• Assist in troubleshooting complex technical issues, error-99, Top-200, Exhausted claims, 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 any issues and root causes of the issue and implement solutions/or have APPs/IT implement it.
• Conduct regular assessments and evaluations to measure the effectiveness of training programs and recommend improvements as needed to your manager.
• Completes other projects or duties as assigned by the Medical Records Department Manager

Skills, Knowledge, Abilities:

• Proven experience in a technical support role, preferably in a call center environment.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in a clear and concise manner.
• 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.

Education:

• Associates Degree in any of the following disciplines:
  • Medical Records
  • Marketing/Business/Sales
  • Criminal Justice
  • 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

Experience:

• Minimum 2-3 years experience in call center

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance-so you can thrive both professionally and personally. Eligible employees also 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.

Salary range: 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. Benefits - Comprehensible benefits for full-time employees (part-time members receive a limited package tailored to their role):

• 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.

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco's external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com .