General Dynamics Information Technology Hiring for Healthcare Customer Service Representative at Nashville, Tennessee Full Time

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: Other

Job Family: Business Administration

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 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:

• Three+ years prior, relevant help desk experience.

• Hands-on experience with prioritizing and shifting workloads and work prioritization based on volumes and/or client directive.

• Hands-on experience with MATS customer service workflows and processes.

• Strong proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).

• Advanced analytical/research, problem solving, and qualitative skills.

• Strong customer service skills.

• Candidate must be able to obtain Public Trust clearance and must have lived in the United States at least three (3) out of the last five (5) years

PREFERRED QUALIFICATIONS:

• US citizen or a Green Card holder

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

• Bachelor’s degree in Health, business, communications, and/or other related field or equivalent experience

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

• ITIL Foundation certification

• 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.

• 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.

GDIT CAREERS

Opportunity Owned

Not sure this job’s the one for you? Check out our other openings at gdit.com/careers.

COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

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.