Key Role:

Develop and maintain real-time, accurate, understandable, and easily accessible scripted content for a large, 24x7 multi-channel contact center (phone, email, web, IVR, etc.) with several thousand agents located at various sites. Apply knowledge of and experience with Medicare health policy and legislation and related programs including General Medicare, Part A, Part B, Durable Medical Equipment (DME), Regional Home Health, Medicare Advantage (Part C), Prescription Drug (Part D), and Medicare eligibility, enrollment, claims, costs, coverage, and appeals. Utilize content management solutions to facilitate analysis, management, and application of content that reflects evolving changes in content-related policies and apply in-depth knowledge of Medicare programs and policy to drive quality improvements in a cross-functional team environment. Due to the nature of work performed within this facility, U.S. citizenship is required. This position is open to remote delivery anywhere within the U.S., to include the District of Columbia.

Basic Qualifications:

• 1+ year of experience working in a professional environment, including internships

• Experience in federal healthcare programs, policies, and procedures

• Ability to analyze policy and develop associated content that is easily understood by the general population

• Ability to collaborate and work closely with other team leads and management

• Ability to work in a cross-functional team interfacing directly with government clients

• Ability to coordinate with government clients and other contractor personnel to ensure all materials are consistent

• Ability to be a self-starter and thrive in a fast-paced environment

• Bachelor's degree

Additional Qualifications:

• Experience developing reports to measure performance and identify opportunities to enhance content

• Experience with government consulting including Centers for Medicare or Medicaid Services experience

• Experience with Content Management Systems

• Experience with Contact Center Operations

• Knowledge of the Medicare program and related health policy programs, including existing and pending Medicare legislation and policies related to General Medicare, Part A, Part B, DME, Regional Home Health, Medicare Advantage (Part C), Prescription Drug (Part D), and Medicare eligibility, enrollment, claims, costs, coverage, and appeals

• Knowledge of managing customer feedback to drive program improvements

• Knowledge of Medicare policies and procedures preferred

• Possession of excellent oral and written communication skills

• Possession of strong attention to detail

• Master's degree

The proposed salary range for this position in Colorado is 50,000 to 65,000. Final salary will be determined based on various factors.

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