Customer Service Representative - August 31 Start!

General Dynamics Information Technology is a global technology and professional services company that delivers technology solutions to major U.S. government agencies. They are seeking a Customer Service Representative to assist customers with inquiries related to insurance claims and Medicare benefits in a fast-paced call center environment.

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
• Must be able to type 20 WPM; 30 WPM preferred
• 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 60 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
• 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