The Full- Time Customer Service Representative is responsible for delivering general healthcare information to callers. The Customer Service Representatives are expected to work their assigned schedule and to be ready and available to take related healthcare calls; as business requirements dictate. The Customer Service Representatives use basic office equipment and technology such as telephones; email; and web browsers to perform their duties. The processes that the Customer Service Representatives must follow are well defined and documented in standard operating procedures and scripts. Prescribed scripts must be read verbatim to the caller. Neither subject matter knowledge nor independent decision making is required by this position.
The Customer Service Representative I reports directly to the Customer Service Supervisor. This is an entry level position responsible for disseminating healthcare information. When taking calls; application processing; enrollment guidelines and a general healthcare background will be the focus with callers. When taking other healthcare calls; disenrollment; social security mailings and a general background will be the focus with callers. The Customer Service Representative I will follow scripting when taking either calls to determine when to transfer the caller to a Customer Service Representative II.
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 personal belongings; electronic devices; or paper that can be brought into production areas.
The above job description is not intended to be; nor should it be construed as; exhaustive of all responsibilities; skills; efforts; or working conditions associated with this job. Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job. General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer.
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.
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