Introduction
In this role, you’ll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.

Your Role and Responsibilities
This role will use a PMR (Private Medical Record) Processing System to retrieve and validate veterans PMRs from PHPs (Private Healthcare Providers). Additionally, this role will validate the outputs of the PMR Processing Systems automation while accommodating integrated human-in-the-loop steps where necessary to achieve transaction performance goals. The role 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 Veterans personal information.

Required Technical and Professional Expertise

• Working in a call center capacity via in/outbound calling
• Prior data entry experience with strong attention to detail
• Must be able to work onsite at IBMs facility in Rocket Center, WV at minimum 3 days a week
• Willing to work flexible hours including nights and weekends
• Able to obtain a Public Trust clearance from the U.S. Federal government
• Collaborative (Soft Skills-Communication, email, chat channels) and team player
• Critical thinking and problem-solving skills
• Knowledge of and familiarity with Microsoft Office suite (Excel, Word, Powerpoint)

Preferred Technical and Professional Expertise

• 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.