Job Description

About the Company

The Midtown Group has been selected to team up with the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem to dramatically improve and modernize DC's Medicaid program.

About the Roles

We are hiring immediately for several onsite contact center related positions including Contact Center Supervisors, Claims Supervisors, Trainers, and QA Specialists. Ideal candidates will have at least two or three years of closely related experience and be highly motivated to help local citizens receive key benefits that improve their lives in a customer-focused manner that improves outcomes.

All of these positions are in-person, located in downtown D.C. and there are no plans for any remote work. The contact center's operating hours are Monday through Friday, from 7:45 a.m. to 5:15 p.m. ET. The contact center is closed on Federal holidays. Candidates must be able to work 40 hours per week.

Responsibilities

Call Center Supervisors

• Assist in creating call flows and functions of the telephony platform
• Testing of the new system
• Support the creation of operational and other documentation, such as call center guides, scripts, procedures, and other components of the knowledgebase
• Assist with new hire training and cross training of CSRs
• Oversee and support the creation and maintenance of CSR schedules
• Ensure the call center is operational Monday-Friday 8:00am to 5:00pm ET (except holidays)
• Knowledge of the District of Columbia Medicaid processing procedures is preferred
• Work with QA team to ensure that CSRs are knowledgeable and effectively handling calls.
• Address and resolve escalated customer service issues
• Ensure SLAs are compliant with client expectations

Claims/Financial Analyst/Processors

• Handle refund checks and state warrants received from healthcare providers and the State agency.
• Contact providers, verbal and in writing, to resolve check-related issues.
• Receive and respond to client inquiries.
• Responsible for handling the Accounts Receivable transfer process, set up expenditures, set up Accounts Receivable transactions, and place and remove recoupment caps using the Medicaid system.
• Responsible for analyzing financial data to ensure accurate reporting.
• Research highly complex claims processing or financial transactions.
• Process adjustments and voids.
• Ensure SLAs are compliant with client and Midtown Group expectations

Contact Center Trainers

• Deliver engaging and interactive training sessions to diverse audiences.
• Facilitate classroom and on-the-job training programs to enhance employee skills and performance.
• Adapt training delivery to various learning styles and needs.
• Collaborate with client instructional designers to ensure training materials are up-to-date, effective and user-friendly.
• Provide post-training support and resources to learners.
• Assess training outcomes through surveys, feedback, and performance metrics.
• Work with QA team as needed to ensure that CSRs and other staff are knowledgeable and effectively handling calls or processing claims.
• Assist with and attend twice-weekly pre-shift meetings, generally on Mondays and Thursdays, to hear important information from supervisors, to participate in interactive Q&A, etc.
• Provide back-up to Supervisor and QA roles as needed.

QA Specialists

• Monitor, assess, measure, and make coaching recommendations on the quality of inbound and outbound contacts.
• Monitor, assess, measure, and make coaching recommendations on the quality of operational processing in the claims resolution and financial departments.
• Evaluate compliance with established performance standards.
• Conduct audits of provider and member interactions and subsequently prepare audit reports of findings to identify both strengths and opportunities for improvement.
• Maintain knowledge of requirements and process changes for both the account and client levels.
• Establish, document, and maintain a tailored strategy quality plan for the performance of QA activities, which includes documentation of progress.
• Provide back-up to Contact Center Supervisor and Trainer roles as needed.
• Interface with team members and management to improve processes, scripts, and content.
• Assist with and attend twice-weekly pre-shift meetings, generally on Mondays and Thursdays, to hear important information from supervisors, to participate in interactive Q&A, etc.

Compensation information and additional details

Every position will come with competitive pay rates that are dependent upon experience, benefits, and the support of leadership that is deeply committed to professionalism, professional development, continuous improvement, and making a positive and meaningful contribution to the lives of DC residents. This base period for this contract is through November 2026, with two further annual option periods. Assignments could run for just over three years, until November 2028, depending on performance.

Interested and qualified candidates are encouraged to apply ASAP.

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