Job Description
General Dynamics Information Technology (GDIT) is a global technology and professional services company that delivers consulting, technology, and mission services. They are seeking a Customer Service Representative to provide excellent customer service by responding to inquiries regarding 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 Skills 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 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 Ability to prioritize and complete tasks to meet contract standards is required Spanish fluency is a plus Benefits Extensive benefit package that starts day 1 of employment Generous PTO and holidays 401K matching Comprehensive training and career growth Variety of medical plan options, some with Health Savings Accounts Dental plan options A vision plan 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match Full flex work weeks Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave Short and long-term disability benefits Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance Company Overview General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics. It was founded in 1999, and is headquartered in Falls Church, Virginia, USA, with a workforce of 10001+ employees. Its website is