Healthcare Customer Service Representative

at General Dynamics Information Technology in Dover, Delaware, United States

Job Description

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: None

Job Family: Business Administration

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.


+ Bachelor’s degree

+ Three years prior, relevant full-time work experience.

+ Working knowledge of health care, the ACA, and related issues.

+ Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).

Desired Skills:

+ Ability to work independently and collaboratively.

+ 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.

+ Strong customer service 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.

+ Advanced research skills.

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

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.

Copy Link

Job Posting: JC186220144

Posted On: Jun 21, 2021

Updated On: Jul 31, 2021