Job Location: Remote
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 Issuer Outreach Support Analyst will be a member of the Issuer Outreach team responsible for inbound and outbound communications with issuers related to verification of Marketplace insurance data.
The Issuer Outreach Support 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 analysts will also respond to inbound calls and emails from issuers. The Support Analyst must maintain a high level of accuracy, attention to detail, and professionalism in all communications with Case Analysts and Issuers. The Support 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 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
- Assist with special projects as needed
Required Qualifications
- Bachelor’s Degree or equivalent OR 4 years’ relevant experience in lieu of degree
- Experience in customer service
- Experience analyzing data or working on a helpdesk
Candidates that do not meet the required qualifications will not be considered.
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 overtime as required
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 unless prohibited by federal, state, or local laws. Cognosante will consider requests for reasonable accommodations due to disability or a sincerely held religious belief or otherwise in accordance with any federal, state, or local laws.
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.
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