Human-in-the-Loop Customer Service Representative

Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.

You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

IBM has been dedicated to the Veterans Benefits Administration (VBA) mission of accelerating the processing of benefits claims and the subsequently enabled reskilling of VBA Claims Assistants to higher-value roles.

Required

Scope of work will include, developing largely unattended automation capabilities to process PMR (Private Medical Record) requests. Required services may include:

• Accessing the PMR request in the appropriate work queue and the Veteran’s eFolder within VBMS
• Determining if PMR Exclusion conditions apply
• Performing workflow-driven Case Management for the PMR request
• Selecting and retrieving the appropriate records identified in the PMR request
• Redacting, if needed, the records to remove Personally Identifiable Information (PII) and other information
• Updating VBMS with correspondence and records
• Providing access for VBA to inspect PMR responsive records for quality in the record selection, redaction, timeliness and other critical performance indicators
• Generating both interim and final, official responsive records for the Veteran/requester
• Securely deliver the Completion letter and the responsive records to the requester in an automated fashion
• Recording status related to each request as needed
• Providing PMR responsive records retention services
• Candidates must have the ability to obtain and maintain a Federal security clearance while in IBM Consulting-Federal.
  
  

Your Role And Responsibilities

The candidate shall use a PMR (Private Medical Record) Processing System to retrieve and validate veterans’ PMRs from PHP’s (Private Healthcare Providers). Additionally, the candidate will validate the outputs of the PMR Processing System’s automation while accommodating integrated human-in-the-loop steps where necessary to achieve transaction performance goals. The candidate will assist facilitation of case processes via "human-in-the-loop" activities to include extraction of responsive documents, and/or case management, and validation of automated redactions if needed. Additionally, support will also be necessary to support quality reviews of PMR case processing.

Overall duties will consist of making phone calls to private healthcare providers, data entry, processing PMR requests, and quality assurance activities, while maintaining security posture and protecting Veteran’s personal information.

Preferred Education

Associate's Degree/College Diploma

Required Technical And Professional Expertise

• Working in a call center capacity via outbound calling (non-technical)
• Prior data entry experience with strong attention to detail
• Knowledge of and familiarity with Microsoft Office suite (Excel, Word, PowerPoint)
• Willing to work flexible hours including nights and weekends
• Must be able to work onsite at IBM’s facility in Rocket Center, WV at minimum 3 days a week
• Able to obtain a Public Trust clearance from the U.S. Federal government (This is performed when awarded the position)
  
  

Preferred Technical And Professional Experience

• Experience with the Department of Veterans Affairs and/or other US Federal Government Agencies
• Familiarity with Robotic Process Automation (RPA), Artificial Intelligence (AI) and Optical Character Recognition (OCR)
• Experience working with case management systems. For quality review personnel, functional knowledge of policies/regulations governing PMR case management.