Activities: · Oversee routine claims processing functions including mailroom, scanning or data entry processes · Assist in creating call and claim processing flows and functions of the telephony and claim processing system. · Support the creation of Operational documentation and other documentation as needed · Support the creation of operational documentation and other documentation such as claims processing manuals, SOPs and job aids · Testing of the new system · Assist with new hire training and cross training of existing staff · Support creating and maintaining staff schedules · Ensure that the call center, mailroom, data entry and claims resolutions is operational Monday-Friday 7:45 AM to 5:00 PM EST (except approved holidays) · Ensure SLAs are compliant with Government and Supplier expectations · Become knowledgeable of the mailroom equipment and processing of claims · Ensure courier runs are completed timely · Ensure SLAs are compliant with Government expectations · Maintain retention policy requirements for paper claims · Knowledge of Medicaid processing procedures (Preferred) · Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. · Work with Quality Management to ensure staff is knowledgeable and processing inquiries and claims effectively · Conduct regular training sessions for claims, mail room, and data entry staff to ensure they are up to date with Government/Company practices. · Address and resolve escalated customer service issues · Partner with systems team in developing processes related to new claim edits and audits. · Other duties as assigned Pre-requisites: · High School Diploma or equivalent, 2-year post-high school Degree, or Bachelor’s degree. Typical, 2-4 years of working experience in related fields · Minimum of three years leadership experience · A minimum of two years of previous experience for a government or private sector inbound customer service center or related field. (Preferred) · Knowledge of basic help desk software, computer software and Microsoft Office applications. · Problem-solving skills to bring inquiries to effective resolution. · Customer service skills with an emphasis on written and oral communication to respond to inquiries professionally. · Organization skills to balance and prioritize work with the ability to multi-task Work Requirements: · Hours of Operation: Within the hours of 7:30 AM –5:30 PM, Eastern Time, Monday - Friday candidate must be able to work any assigned 8-hour shift between these hours. · Work environment is onsite in Washington DC.