Healthcare Customer Service Representative in Fairfax, Virginia

Req ID: RQ190646

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: Other

Job Family: Business Administration

Skills:

Customer Service,External Customer Service,Technical Support

Experience:

2 + years of related experience

Job Description:

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day.

We think. We act. We deliver. There is no challenge we can’t turn into opportunity. Our work depends on a Healthcare Customer Service Representative (CSR) joining our team remotely to support the Centers for Medicare & Medicaid Services (CMS). Work visa sponsorship will not be provided for this position.

At GDIT, people are our differentiator. As a Healthcare CSR supporting Marketplace Assister Technical Support (MATS), you will be trusted to work on a team of CSRs responding to inquiries related to the Affordable Care Act (ACA). In this role, a typical day will include:

• Working independently to analyze inquiries and determine appropriate response, conduct thorough research of complex policy and programmatic requirements, and craft written responses using plain language.

• Documenting precise and diligent notes for every case to explain research conducted, inquiry response understanding, and justification of response provided.

• Navigating the inquiry response system and database to research relevant data points about the submitter that impact the inquiry response provided.

• Monitoring an individual dashboard to identify areas for improvement and implementing constructive feedback from response reviewers in a timely manner.

• Identifying inquiry trends and proposing new language or editing existing language in the inquiry response knowledgebase.

• Triaging cases, determining when to escalate a case and when additional troubleshooting methods are needed, and documenting and tracking results.

• Identifying process improvements and making recommendations to the Operations Manager for how to increase productivity and efficiency in the casework process.

• Collaborating with cross functional teams to document inquiry responses for ongoing regulatory changes that affect in-person assisters and health care consumers with a high degree of organization and attention to detail.

• Reviewing other team member’s inquiry responses for quality and accuracy of response, format, and grammar and providing feedback.

• Participating in client meetings and documenting notes in a clear and concise manner.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree plus 2+ years of full-time customer service experience.

• Excellent verbal and written customer service skills.

• Advanced research skills and experince troubleshooting issues.

• Proficiency in Microsoft Office Suite (such as Word, Excel, PowerPoint, and Outlook).

• Understanding of health care, the ACA, and/or related issues.

• Candidate must be able to obtain Public Trust clearance.

• Candidate must have lived in the United States at least three (3) out of the last five (5) years.

PREFERRED QUALIFICATIONS:

• SAFe or other Agile certification, such as SAFe Agilist or SAFe Scrum Master

• Knowledge of Salesforce is a plus but not a requirement.

• Ability to manage time, set priorities, and work under time constraints.

• Excellent organizational skills and ability to multitask.

• Excellent written and oral communication skills.

• Demonstrated presentation and public speaking skills.

• Sound analytic, problem solving, and qualitative skills.

• High level of initiative coupled with quick learning ability.

• High degree of professional maturity and sound decision-making ability.

• Proven team player; strong relationship building skills both internally and externally.

WHAT GDIT CAN OFFER YOU:

• An opportunity to leverage our trusted partnership with CMS as you help us connect millions of Americans with health care through top-notch training and technical support.

• The ability to learn and grow professionally with a fast-paced, growing, and high-performing team.

• Professional exposure to a diverse cohort of policy analysts, instructional systems designers, programmers, technical staff, and government officials.

The likely salary range for this position is $47,320 – $57,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 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. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

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.