Join us at Sparksoft, where we're not just another tech company—we're a catalyst for change. Our mission isn't just to offer IT solutions; it's to revolutionize the way you work. Here, passion isn't just a buzzword; it's the fuel behind groundbreaking ideas and transformative technologies. We serve a wide range of government clients, delivering impact that's felt across the nation.
Our true strength lies in our people. They're the problem-solvers and innovators consistently delivering extraordinary outcomes. With Sparksoft, you're not stepping into a routine job; you're joining a team committed to innovation and excellence. Our innovation extends beyond just delivering projects. Through our specialized Innovation Centers, we continuously refine our methods, ensuring we remain industry leaders.We are Sparksoft!
ROLE & RESPONSIBILITIES:
Work collaboratively with cross-functional teams to improve operational initiatives and increase efficiency. Responsible for quickly researching individual and organizational backgrounds to ensure incoming queries are correctly matched to reports in the system. Handle multiple aspects of the dispute resolution process and act as a liaison between NPDB customers and the HHS disputes team. Perform root cause analysis on incorrect query responses, develop corrective action, and report results. Ensure all duties are completed within the strict deadlines of contractual performance metrics.
Create high quality performance reports, facilitate peer review/approval processes, and deliver reports on schedule. Assist with customer service quality monitoring using various call center technologies.
- Resolve matching algorithm anomalies for queries and other transactions against the system database.
- Review incoming requests for dispute resolution to determine eligibility for HHS review.
- Assemble dispute resolution documentation to elevate and close subject dispute resolution requests.
- Compile, review, and deliver weekly, monthly, and quarterly performance and financial deliverables.
- Research and resolve incorrect query results.
- Write and update project documentation including procedures and training materials.
- Analyze the existing processes and highlight areas for improvement.
- Participate in the development of new functionality or updates to meet client needs.
- Assist with ad hoc assignments requested by the customer and managers, including data analysis and generating reports of system data.
- Receive escalations from the NPDB Customer Service Center and resolve incidents using case management tools.
- Provide surge support for the NPDB Customer Service Center (document processing, customer calls, mailroom tasks, etc.), as needed.
REQUIRED EXPERIENCE:
- 4 years' experience in operational support
- Strong critical thinking, an analytical mindset, and research ability
- Excellent verbal and written communication skills
- Self-driven, motivated, organized
- Excellent attention to detail
- Excellent customer service skills
- Adaptable
- Ability to analyze, offer multiple solutions with pros and cons, and solve open-ended problems given only vision and goals
- Proficiency with Microsoft Office, especially MS Excel
- Experience prioritizing and completing multiple, concurrent, time-sensitive tasks
- Experience to work proactively and independently, requiring minimal management direction
- Experience proactively offering to take on additional tasks to support the broader team and goals
- Candidates must be able to obtain and maintain a Public Trust clearance
- Candidates must have lived in the United States 3 out of the past 5 years
PREFERRED EXPERIENCE:
- Federal Government Contractor Experience
- Familiarity with the NPDB mission, policy, and operations
- Working knowledge of Confluence, PL/SQL Developer, Tableau, Salesforce, and Five9,
EDUCATION & CERTIFICATIONS:
- Bachelor’s degree is required
If you need accommodation seeking employment with Sparksoft Corporation, please email Sparksoft.Accommodations@sparksoftcorp.com or call 410-424-7700. Accommodations are made on a case-by-case basis.At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at abuse@sparksoftcorp.com upon receiving a suspicious request.
