Customer Service Representative

Location: Las Cruces, NM

General Summary: The Customer Service Representative II will respond to questions from customers regarding Coordination of Benefits and Medicare Secondary Payer claims and billing questions. The Customer Service Representative II will handle calls from beneficiaries and others; and must have a strong customer service and complaint resolution skill set. The Customer Service Representative II reports directly to the Customer Service Supervisor.

• 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.
• Receive constructive feedback from supervisors.
• 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.
• May be required to work some GDIT holidays. Overtime may be required.
• Regular and predictable attendance is required
• Perform other related duties as assigned.

As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
Education

Requires a High School Diploma or GED.

Bachelor's degree or equivalent preferred

Qualifications

Requirements:

• Six months customer service/telemarketing/secretarial experience required.
• Previous experience with medical claims and billing is preferred.
• Must be able to type 20 WPM; 30 WPM preferred.
• Two years of progressively responsible work experience in customer service; medical claims; call center; or a secretarial position is preferred.
• Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others.
• Ability to prioritize and complete tasks to meet contract standards is rquired.
• Demonstrated ability to communicate in English effectively; both verbally and in writing; is required. Spanish fluency is a plus.
• Must have demonstrated leadership skills and good interpersonal skills.
• Experience working with a PC and a Windows environment is required.
• Must have proven ability to work effectively as a team member