Customer Service Representative

Customer Service Representative

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 commuting distance to Las Cruces, NM and be able to be onsite for the first 8-12 weeks of training
• Must be able to obtain a Public Trust clearance

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.

Preferred Qualifications

• 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
• Ability to prioritize and complete tasks to meet contract standards is required
• Spanish fluency is a plus