ER&R Support Center Analyst

Security Clearance required: Able to obtain Public Trust 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 IER&R Support Center Analyst will be a member of the fully remote ER&R Support Center Analyst, responsible for inbound and outbound communications with issuers related to verification of Marketplace insurance data. The ER&R Support Center Analyst will need to process requests from internal stakeholders such as case analysts, determine the needed information, and articulate a request to the issuer through both phone and email communication. Support Center Analyst will also respond to inbound calls and emails from issuers. The Support Center Analyst must maintain a high level of accuracy, attention to detail, and professionalism in all communications with Case Analysts and Issuers. The Support Center Analyst must be responsive to incoming requests via email, as well as assigned periods of coverage for inbound calls. Organization and prioritization skills are extremely important in this position. The Support Center Analyst must be able to identify situations that require escalation. Most of a support analyst’s work is comprised of customer service, email communication, phone communication, and working within spreadsheets and CRM. Key Responsibilities Analyzing incoming cases to build a comprehensive workbook to relay the request to the issuer Provide exemplary customer service through phone and email Answer inbound phone calls Validate issuer responses against the original request, and articulate any deficiencies back to the issuer to ensure all requested information is gathered Understand and follow escalation criteria to forward issues where the requests are not resolved promptly Build and maintain positive working relationships with Issuer points of contact Manage and prioritize extremely high caseloads during surge periods Collaborate with Support Center colleagues and leadership to develop and improve processes Assist with special projects as needed Required Qualifications Bachelor’s Degree or equivalent OR 4 years’ relevant experience in lieu of degree. Candidates that do not meet the required qualifications will not be considered. Additional Minimum Qualifications Experience in customer service. Experience analyzing data or working on a helpdesk. Preferred Qualifications Proficient in the use of MS Office including Word, Excel, PowerPoint, and Outlook Prior experience in scheduling and facilitating meetings Must be able to work in a fast-paced environment Good written and oral communication skills Must be able to work in a deadline-driven environment Must be able to work some evenings or overtime as required Compensation $16.20 - $25.00 The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may will be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee. Cognosante will not provide sponsorship for employment-based immigration benefits for this position. Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com. Thank you. Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. We’re solving Americans’ health and safety challenges with technology, innovation, and purpose. At Cognosante, we help improve how the nation delivers services to its citizens through innovation and transformation. We're committed to creating positive results with lasting impact, and are always looking for passionate people who share our values to join the Cognosante family. Cognosante was founded to address a critical gap in the health IT market—the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. We have been able to extend out impact beyond health and into security and social services. Our continued success is the result of our expertise and insights, combined with our actively fostering a culture that encourages diversity of people and ideas. Every day, we help government agencies solve difficult problems. We’re ensuring health professionals have accurate, secure, and timely health data so Americans get the healthcare they need. We help Federal and State agencies navigate healthcare reform and empower their technology transformations. We’re addressing the social determinants of health to remove barriers to healthcare access. And, we’re proud to help our military do its job more safely by leveraging stronger IT networks and using cybersecurity and biometrics technologies that replace outdated legacy solutions. We’re also helping create more options for Veterans, active duty military personnel, and their families to obtain health services in their communities. Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create value by being enterprising. We develop innovative ideas and solutions. We perform at our best and deliver results. We share achieved results and recognitions. Are you ready to make a difference in the lives of millions? Join us. Highlighted Benefits for Full-time Employees •Medical • Dental • Vision • 401k • Flexible Spending Accounts • Paid Time Off • Work/Life Solutions • Pet Insurance Cognosante 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. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email jobs@cognosante.com. Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to jobs@cognosante.com and let us know the nature of your request and your contact information. To all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes. Quick tips on virtual hiring success: Test your tech—make sure your internet connection and video conferencing program are both working prior to your interview. Dress appropriately—dress for success and ensure your surroundings are tidy. Be prepared—do your homework, rehearse your responses to key interview questions, and prepare your own questions. Be personable—make eye-contact, smile often, and demonstrate enthusiasm for the role. Remove distractions—engage with the interviewer by removing all distractions, including your smartphone.

Salary : $16 - $25