DataStaff, Inc. is seeking several Call CenterCustomer Service Representatives for contract-to-hire opportunities in Vermont.
This position is remote. Must work Eastern Standard Time Hours.
It requires you to have a professional, quiet workspace, free from distractions with high-speed hard-wired ethernet internet capability and a reliable PC/Laptop with Windows 10, webcam, smartphone, and headset with microphone.
Responsibilities:
Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
Track and document all inquiries using the applicable systems.
Complete associated tasks according to the established guidelines.
Meet Quality Assurance (QA) and other key performance metrics.
Facilitate the fulfillment of caller requests for materials via mail, email, or download.
Transfer/refer consumers to appropriate entities according to the established guidelines.
Escalate calls or issues to the appropriate designated staff for resolution as needed.
Facilitate translation services for non-English speaking callers according to procedures.
Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
Requirements:
High School diploma or equivalent
1 plus year of call center experience
High-speed ethernet internet access at remote working location
Designated remote work area with limited distractions
This position is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.
Customer Service Representative (Call Center)
Location:Raleigh, NC
Type:Contract To Hire
Job#11740
DataStaff Inc. is seeking several Call Center Agents for contract to hire opportunities with one of our direct clients in Raleigh, NC.
This is a hybrid role with some onsite work required.
Responsibilities:
Answers incoming phone calls on behalf of client; provides accurate and appropriate information to callers.
Places outbound customer service or customer satisfaction calls, as required by client.
Completes call guides; gathers and verifies required information.
Attends telephone skills and program information training sessions; adheres to established levels of service.
Adheres to established customer service and documentation standards within required time frames.
Adheres to contact center scheduling, ensures telephone coverage during contact center hours of operation.
Performs clerical or administrative duties as assigned.
Education:
High school diploma or G.E.D.
Required Qualifications:
1 or more years of call center experience required
Experience working with fax machines, computer software, and telephone technology
Must have reliable internet connection
Customer Satisfaction, Customer Service, Data Entry, Time Management, Communication, Problem solving, Attendance
This opportunity is available as a W2 position with a competitive benefits package. DataStaff offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months of employment.
Desktop Support Specialist
Location:Matthews, North Carolina
Type:Contract
Job#12069
DataStaff, Inc is in need of a Desktop Support Specialist for a long-term contract opportunity with one of our direct clients located in Matthews, NC.
*This position is onsite. *Local travel required.
Our client is seeking a Desktop Support Specialist to assist Client Services Operations to help support the high number of Service Desk requests, hardware installations, and customer software support in Matthews, NC.
Responsibilities
Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.
Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
Communicates status of progress to the customer.
Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.
Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.
Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
Installs and images new computers and loads appropriate software for customers.
Deploys new business applications as needed.
Installs local and network printers and other peripherals and configuration of same.
Responsible for user data and migration of profiles as computers are replaced.
Stays abreast of current technology in a changing environment.
Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems.
Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.
Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.).
Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications.
Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
Project Management -
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions.
Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success.
Provides status on project work to management.
Develop and maintain appropriate documentation for all responsible areas
Creating and maintaining all documentation of process and procedures for all areas this position is responsible for.
This documentation is to be used by team members for operational standards of daily work.
This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external).
All documentation should be reviewed annually.
System Security -
It is the responsibility of all Technical Services Staff to be aware of ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved.
Implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.
Required Skills:
7 Years - Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
7 Years - Installing and imaging new computers and loading of appropriate software for customers.
7 Years - Installing local and network printers and other peripherals and configuration of same.
7 Years - Migrating data and user profiles.
7 Years - Documenting process and procedures related to technical field support activities.
7 Years - Demonstrates knowledge and a working experience with ServiceNow call tracking system.
7 Years - Comfortable with traveling for the role.
This opportunity is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.
Survey Evaluator
Location:Raleigh, NC
Type:Contract
Job#11884
DataStaff, Inc is seeking a Survey Evaluator for a long-term contract opportunity with one of our direct clients located in Raleigh, NC
*This position is on-site one day a week (normally Wednesdays)
Position Description: The Survey Evaluator is a full-time role that will serve on the Survey Team within the Program Evaluation Unit. The Evaluator is responsible for supporting survey-related efforts with the Benefits’ Quality, Population Health, Evaluation (QPHE) Unit. The Survey Evaluator will engage with teams across QPHE who utilize surveys as an evaluation component.
The Survey Evaluator works under the direction of the Survey Team Lead and works closely with the lead, analysts, and other evaluators on: Consumer-facing surveys that produce Patient Reported Outcome Measures (PROMs), provider surveys, initiative/program-specific surveys, and network adequacy call studies.
Responsibilities include, but are not limited to:
Survey Management: Support the design, implementation, analysis, and reporting of surveys.
Ensure surveys directly fielded by the client, and those fielded for the client by contractors, are:
Providing actionable information or data specifically needed to meet evaluation requirements;
Fielded with appropriate methods and sample frames; and
Written with clear and unambiguous questions and appropriate skip patterns.
Partner Engagement: Serve as a liaison to contractors, other Health and Human Services Divisions, Prepaid Health Plans, Providers, and advocacy organizations on issues related to NC Medicaid surveys. Present results and findings to relevant stakeholders.
Data Analysis: Provide meaningful qualitative and quantitative analysis of survey findings and their impacts on quality and population health policies and programs. Ensure data quality, contribute to report and data brief writing, create legible and accessible tables and figures to summarize findings.
Program/Policy Monitoring: Adjust survey design as NC Medicaid programs and policies are updated and as new legislation is enacted. Stay up-to-date with Centers for Medicare and Medicaid Services (CMS), the National Committee for Quality Assurance (NCQA), National Association of State Directors of Developmental Disabilities Services (NASDDDS), and the Agency for Healthcare Research and Quality (AHRQ) protocol, requirements, and guidelines for survey activities.
Knowledge, Skills, and Abilities:
Designing valid survey instruments
Designing relevant/specific survey samples
Collecting survey data – experience with multiple modalities (e.g., online, telephone, mail) preferred
Analyzing survey data (both qualitative and quantitative)
Identifying and engaging with relevant and diverse internal and external partners for various components of the survey process
Familiarity with REDCap and/or similar online survey platforms
Strong proficiency in Microsoft Office products (Excel, Word, PowerPoint, Outlook)
Understanding of program evaluation
Demonstrated skill in creating and maintaining collaborative working relationships with internal and external partners
Demonstrated ability to communicate complex material in a clear and concise manner both verbally and in writing
Demonstrated ability to collaborate across teams to accomplish organizational goals
Excellent critical thinking, problem solving, and project management skills
Self-starter with the ability to manage various workstreams independently with minimal supervision
Minimum Education and Experience: Bachelor’s degree from an appropriately accredited institution in a discipline related to the area of assignment with two years of programmatic experience related to the area of assignment; or an equivalent combination of training and experience. Manager’s Preferences:
Master’s degree in related discipline (e.g., public health, population health, statistics, public administration) or three years of programmatic experience related to the area of assignment
Familiarity with Medicaid and health care and associated rules, regulations, and standards
Knowledge and demonstrated experience in health care experience surveys from both consumer and provider perspectives
Experience interpreting and responding to federal monitoring/evaluation requirements and large system pilot projects/initiatives
This opportunity is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.
Desktop Support Specialist
Location:Clinton, NC
Type:Contract
Job#11839
DataStaff, Inc is in need of a Desktop Support Specialist for a long-term contract opportunity with one of our direct clients located in Clinton, NC
*This position is onsite. *Local travel required.
Our client is seeking a Desktop Support Specialist to assist Client Services Operations to help support the high number of Service Desk requests, hardware installations, and customer software support in Sampson County, NC
Responsibilities
Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.
Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
Communicates status of progress to the customer.
Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.
Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.
Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
Installs and images new computers and loads appropriate software for customers.
Deploys new business applications as needed.
Installs local and network printers and other peripherals and configuration of same.
Responsible for user data and migration of profiles as computers are replaced.
Stays abreast of current technology in a changing environment.
Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems.
Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.
Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.).
Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications.
Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
Project Management -
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions.
Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success.
Provides status on project work to management.
Develop and maintain appropriate documentation for all responsible areas
Creating and maintaining all documentation of process and procedures for all areas this position is responsible for.
This documentation is to be used by team members for operational standards of daily work.
This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external).
All documentation should be reviewed annually.
System Security -
It is the responsibility of all Technical Services Staff to be aware of ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved.
Implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.
Required Skills:
7 Years - Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
7 Years - Installing and imaging new computers and loading of appropriate software for customers.
7 Years - Installing local and network printers and other peripherals and configuration of same.
7 Years - Migrating data and user profiles.
7 Years - Documenting process and procedures related to technical field support activities.
7 Years - Demonstrates knowledge and a working experience with ServiceNow call tracking system.
7 Years - Comfortable with traveling for the role.
This opportunity is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.