General Dynamics Information Technology Overnight Customer Service Representative in Lawrence, Kansas
Please note this job posting is for future training classes; targeted start date is to be determined. All positions are hired as temporary employment and have the opportunity to go permanent based on employee performance and client need.
This Customer Service Position (overnight shift) is responsible for delivering general healthcare information to callers. You are expected to work the assigned schedule and to be ready and available to take related healthcare calls as business needs require. The processes are well-defined and documented in standard operating procedures and scripts. Prescribed scripts are to be read verbatim to the caller. Neither subject matter knowledge nor independent decision-making is required for this position.
The CSR reports directly to the Customer Service Supervisor. This is an entry level position responsible for disseminating healthcare information. A general background of healthcare when taking calls about application processing or enrollment guidelines will be the focus. As well as when taking other calls about dis-enrollment or social security mailings. You will follow scripting when taking either calls to decide when to transfer the caller to a CSR level II.
Provide knowledgeable responses to telephone questions in a courteous and professional manner; read pre-scripted responses to provide basic general and claims specific information.
Follow established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous phone inquiries.
Utilize standard technology such as telephone, e-mail and web browsers to perform job duties.
Be ready and available to take both Medicare and Marketplace calls as business needs require on short notice.
Understand instructions (via email, leadership or other means) regarding the switching back and forth from one type of call to the other.
Successfully complete ongoing healthcare training requirements; including but not limited to Part A Claims; Part B Claims; and DME Tier 1.
Assist caller with filling out online application and submitting it electronically to plan provider for processing.
Complete a basic call log related to the phone inquiries via clicking radio buttons to confirm which scripts you read.
Refer calls as required to Customer Service Representative level II.
Maintain up-to-date knowledge of CMS regulations and policies as they apply to both the healthcare programs by completing all assigned training (CUP; EJT; Desk to Desk; etc.)
Report problems to the appropriate parties as they occur via the online system so address them.
Respond to telephone inquiries within the set departmental staffing and time parameters.
You may be required to work GDIT scheduled holidays and overtime.
Regular and predictable attendance.
- High School Graduate or GED equivalent.
Minimum 6 months customer service experience required.
Speak and read English clearly; professionally and fluently.
Be able to type a minimum of 20 WPM.
Ability to effectively work within established contractual turnaround times required.
Excellent social skills and the ability to organize simultaneous tasks.
Ability to work as a member of a team.
Required by contract to undergo program update training as the program changes.
The work is typically performed in an office environment; which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is; the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI); the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts bringing personal belongings, electronic devices or paper into production areas.
This job description is not inclusive of all responsibilities, skills, efforts or working conditions associated with this job. We will consider requests for reasonable accommodations to enable individuals with disabilities to perform the (essential) functions of this job.
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Number of Positions100
Job FunctionContact Center Operations
Full/Part TimeFull Time