Customer Service Representative - October 26 Start!

General Dynamics Information Technology (GDIT) is a technology and professional services company delivering solutions and mission services to government, defense, and intelligence organizations. The Customer Service Representative will respond to customer questions about Medicare coordination of benefits, secondary payer claims, and billing in a call center environment, while supporting quality, mentoring, compliance, and department operations.

Responsibilities:

• Provide knowledgeable responses to escalated, high priority, or supervisor calls in a courteous and professional manner
• Responsible for productivity, quality, and timeliness of work in the completion of program and department tasks and goals
• Assist with side-by-side mentoring for new employees during and after training as needed
• Assist in monitoring and analyzing quality of all department work and recommend actions for improvement
• Maintain up-to-date knowledge of COB, COB-R, and MSP regulations and policies as they apply to inquiries handled by the call center
• Assist in information reporting and development as needed
• Adhere to the Privacy Act and HIPAA laws and regulations as they relate to the confidentiality of information released
• Proofread documents for grammatical and correctness and adherence to standards and formats
• Frequent internal contacts with Customer Service Managers, Call Center Supervisors, Lead Training Specialist, Operations Representative, other Customer Service Reps, and other contractors and government personnel supporting the program
• Assume coordination responsibility for department in absence of supervisory staff
• Assist in the design, development, and writing of BCRC area processing procedures and maintain department records
• Cross-trained agents (Recovery/Data Collection) may be asked to process BIL emails, which involves following a step by step process to review the request, conduct necessary research and make valid updates to beneficiaries’ records

Requirements:

• High School Diploma or GED required, with the ability to provide proof of diploma or GED
• 6+ months of customer service/telemarketing/secretarial experience required
• Experience working with a PC and in a Windows environment is required
• Ability to be flexible to work any 8.5-hour shift (30 minutes for lunch) between the hours of 6:50am - 7:15pm Monday through Friday required
• Flexibility to work some GDIT holidays and overtime required
• Demonstrated ability to communicate in English effectively; both verbally and in writing is required
• Must be within 50 miles to Las Cruces, NM and be able to be onsite for the first 8-12 weeks of training
• This will be a remote position after the in-office training is completed. You are required to remain within 60 miles of the Las Cruces GDIT facility
• Must be able to obtain a Public Trust clearance
• Ability to prioritize and complete tasks to meet contract standards is required
• Must be able to type 20 WPM
• Must be able to type 30 WPM preferred
• Previous experience with medical claims and billing is preferred
• 2+ years of progressively responsible work experience in a customer service, medical claims, call center, or a secretarial position is preferred
• Proven ability to work effectively as a team member
• Ability to organize simultaneous tasks for individual assignments and the workflow of others
• Spanish fluency is a plus