Temporary MATS TSS Healthcare Customer Service Representative

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

None

Job Family:

SCA

Job Qualifications:

Skills:

Communication, Organizing, Time Management

Certifications:

None

Experience:

1 + years of related experience

US Citizenship Required:

No

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 to support the Centers for Medicare & Medicaid Services (CMS) activities.

 

At GDIT, people are our differentiator. As a Temporary 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). You will be responsible for accurate identification and resolution of inquiries. In this role, a typical day will include:

• Triaging cases, determining which workflow is appropriate for resolution
• Working independently to analyze inquiries and determine appropriate response, conduct thorough research of programmatic requirements, and craft written responses using plain language
• Documenting diligent notes for cases to explain research conducted, inquiry response understanding, and justification of response provided, where appropriate
• 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
• 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 changing political and operational needs
• 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:

• 1 year prior, relevant full-time work experience. (CS, Ticketing, Help desk)
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
• Strong customer service skills
• Ability to manage time, set priorities, and work under time constraints
• Excellent organizational skills and ability to multitask
• Excellent reading comprehension, written and oral communication skills
• Sound analytic, problem solving, and qualitative skills
• High level of initiative coupled with quick learning ability
• High degree of professionalism and sound decision-making ability
• Proven team player; strong relationship building skills both internally and externally