Government Customer Service Representative

About the Role

The day-to-day responsibilities of this role will include intake of new cases, reviewing and verifying information, drafting cases into the Dane Street systems, and working with clients to resolve any missing information. You will also be responsible for sorting, organizing, and creating medical document listings as required by clients. Your excellent communication skills will be utilized in responding to inbound calls, emails, and portal inquiries, ensuring efficient and accurate records of all client interactions.

What You Will Do

• Handle the intake of new cases and review/verify information and requests
• Draft cases by entering information into the Dane Street systems
• Work with clients to resolve any missing information pertinent to processing the claim
• Sort, organize, and create a medical document listing as required by clients
• Respond to inbound calls, emails, and portal inquiries
• Maintain efficient and accurate records related to all client interactions
• Ensure compliance with Federal NSA regulations, processes, and policies
• Collaborate with the leadership team and other departments to ensure timely resolutions
• Assign/schedule new cases to physicians for review based on location, reviewer availability, and client requirements
• Monitor, process, and track cases to ensure deadlines are met
• Update clients frequently on cases in progress

What We Are Looking For

• Associate's degree preferred
• Business experience in a healthcare and/or insurance setting
• Conflict resolution and de-escalation skills
• Excellent communication skills with a clear understanding of the company's business lines
• Ability to apply critical thinking and manage time efficiently
• Computer literacy and typing skills
• Customer focus, problem-solving, professionalism, integrity, customer excellence, and time management skills
• Experience with Excel
• Strong analytical and organizational skills

Nice to Have

• Experience working in a remote environment
• Familiarity with healthcare claims and billing processes
• Knowledge of federal regulations and compliance requirements
• Certification in customer service or a related field

Benefits and Perks

• Comprehensive benefits package including medical, dental, and vision coverage
• Voluntary life insurance options for you, your spouse, and your children
• Hospital indemnity, critical illness, accident indemnity, and pet insurance plans
• Basic life insurance, short-term disability, and long-term disability coverage at no cost
• Generous paid time off policy
• 401k plan with a company match
• Apple equipment and a media stipend for remote workspace
• Opportunities for career growth and professional development
• Flexible and dynamic work environment

• Tip: Ensure your resume highlights specific examples of customer service experience, especially in government or healthcare sectors.
• Be prepared to share scenarios where you resolved complex customer issues and how you managed time efficiently in previous roles.
• Familiarize yourself with federal regulations and compliance requirements to demonstrate your understanding during the interview.
• Showcase your proficiency in Excel and other relevant tools used in customer service and case management.
• When negotiating salary, consider the comprehensive benefits package and how it impacts your overall compensation.
• Be aware of the company culture and values, and be prepared to discuss how your own values align with those of Dane Street.
• Practice your critical thinking and problem-solving skills to ace the interview, focusing on how you can apply these skills in a real-world setting.