CMS Transportation - Program Analyst

Significance, Inc. is seeking a CMS Transportation Program Analyst to support a federal program (contingent upon award). This position requires the ability to obtain and maintain a Public Trust. *This position is open to local candidates only as it requires onsite work five days per week at the Centers for Medicare & Medicaid Services in Baltimore, MD.* The Transportation Specialist will directly support the Transportation Services account management team, with responsibilities crossing all lines of business, and as necessary requiring interaction with all functional support areas. Provide regular two-way communication between the account support and account management elements, offering relevant insights into customer concerns and issues. • Ensure customer issues are dealt in an efficient manner and comply with Service Level Agreements (SLAs) • Ensure all processes and procedures are completed and quality standards are met • Demonstrate consistently sound judgment and creative thinking • As directed, conduct reviews on accounts on regular basis to evaluate customers’ demands and usage of account • Receive and answer concerns from customers or users in relation to the customer questions • Represent knowledgeable, efficient, and professional image to customers, vendors, leadership and handle business in a respectful and professional demeanor • Develop and maintain a deep understanding of all systems, policies and processes associated with customer business • Investigate, track and resolve customer concerns; identify trends and recommend solutions • Support the overall customer satisfaction of customer accounts.