Government Customer Service Representative

Role Overview

• The Customer Service Representative is responsible for the receipt of new cases and ensuring proper system drafting and setup.
• The CSR is also responsible for taking direction and facilitating the case assignment/scheduling process.
• Intake new cases and review/verify information and requests.
• Draft cases by entering information into the Dane Street systems.
• Work with the client on any missing information pertinent to processing the claim.
• Sort, organize, and create a medical document listing, if required by the client, in line with specific special handling.
• Respond to inbound calls, emails, and portal inquiries.
• Maintain efficient and accurate records related to all client interactions.
• Ensure compliance with Federal NSA regulations, processes, and policies.
• Collaborate with the Leadership team and other departments to ensure timely resolutions.
• Assign/schedule new cases to physicians for review with the appropriate physician, based on location, reviewer availability, specific guidelines, jurisdictional requirements and other client requirements.
• Monitor, process, and track cases to ensure we meet deadlines.
• Update clients frequently on cases in progress.
• Ensure proper documentation for specified cases is provided to the client.
• Maintain consistent professionalism at all times.

Requirements

• An Associate’s Degree is preferred.
• Business experience in a healthcare and/or insurance setting is preferred.
• Healthcare claims and billing
• Conflict resolution and de-escalation skills
• Present exceptional communication skills with a clear understanding of the company's business lines. The ability to apply critical thinking, manage time efficiently, and meet specific deadlines. Computer literacy and typing skills are essential.
• Customer focus, problem-solving, professionalism, integrity, customer excellence, and time management

Benefits

Join our team at Dane Street and enjoy a comprehensive benefits package designed to support your well-being and peace of mind. We offer a range of benefits including medical, dental, and vision coverage for you and your family. Additionally, we offer voluntary life insurance options for you, your spouse, and your children. We also offer other voluntary benefits which include hospital indemnity, critical illness, accident indemnity, and pet insurance plans. Employees receive basic life insurance, short-term disability, and long-term disability coverage at no cost. Our generous paid time off policy ensures you have time to relax and recharge, while our 401k plan with a company match helps you plan for your future. Apple equipment and a media stipend are provided for remote workspace.