• Lead Customer Service Representative

    Job ID 2018-3095
    Job Locations
    US-VA-Henrico
    Category
    Administration / Clerical
    Type
    Regular Full-Time
  • Overview

    NCI is a leading provider of enterprise solutions and services to U.S. defense, intelligence, health and civilian government agencies. Coupled with a refined focus on strategic partnerships, we are successfully bridging the gap between commercial best practices and mission-critical government processes. Core competencies include:

    • Artificial intelligence
    • Agile digital transformation
    • Advanced analytics
    • Hyperconverged infrastructure solutions
    • Cyber security and information assurance
    • Fraud, waste and abuse
    • Error rate measurement
    • Engineering and logistics

    MF18

    NCI has been designated a 2018 Military Friendly Employer by MilitaryFriendly.com 

     

    Headquartered in Reston, Virginia, NCI has approximately 2,000 employees operating at more than 100 locations worldwide.

    Responsibilities

    NCI: As a Lead Customer Service Representative (Customer Service Representative II), you will be responsible for contacting and communicating with providers and state representatives with courtesy and proficiency. The Customer Service Representatives (CSR) will need to bring in high volumes of documentation as early as possible in their communication with providers. They will need to speak in a clear and concise manner, be able to use and understand medical terminology, as well as be familiar with all types of healthcare and Medicaid forms, documentation, and facilities. The Customer Service Representatives must be able to handle a fast-paced and challenging setting to be able to handle the multitude of incoming and outgoing calls. These schedules will be staggered in order to accommodate the time difference between eastern, central and western time. In assuming this position, you will be a critical contributor to meeting NCI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

     

     

    Highlights of Responsibilities: 

     

    • Requests records and information from Providers and state representatives in a courteous and professional manner
    • Responds to telephone inquiries promptly, professionally, and efficiently to provide resolution
    • Understands and resolves stakeholder's questions and provide analysis of situation to determine best use of resources
    • Serves as liaison between the providers and the various departments or team members in response to inquiries
    • Responds to all written inquiries (letter, fax, e-mail) in a professional manner
    • Processes rejected records that do not meet initial inspection criteria and contact Providers to resubmit legible copies
    • Provides assistance to the providers in identifying what is being requested and be able to provide answers to their queries.
    • Provides records to the Medical Records Clerks for MRS assignment
    • Assists with Medical Record Clerk workload as needed
    • Maintains a neat, organized work area
    • Maintains a high level of knowledge and complies with all protocols, policies and procedures
    • Attends internally required education and training programs

    Qualifications

    Requirements: 

     

    • Associates Degree in an appropriate discipline, such as Medical Records or Healthcare, and least two years of customer service, call center experience.
    • Proficiency in working with computers and computer software, specifically MS Word and MS Excel; will be trained to use the system that interfaces with the Call Center
    • Familiarity with department required equipment (computers, copiers, fax machines, scanners)
    • Knowledge of medical record processing and procedures at an intermediate level
    • Knowledge of medical terminology at an intermediate level

     

    Preferred Education and Experience:

     

    • Registered Healthcare Information Administrator (RHIA) or Registered Health Information Technician (RHIT) certification
    • At least 2 years of Medical Records experience.
    • Bilingual (Spanish) - Fluency in speaking, reading and understanding the Spanish language. 
    • Intermediate knowledge of Medicaid/CHIP medical records and their components, and medical record practices, policies and procedures.
    • Ability to work within a call center environment, handling multiple phone lines throughout the business day
    • Ability to speak clearly and articulate in a professional manner
    • Ability to work with others in a team environment
    • Ability to perform record imaging after training
    • Ability to do record filing and retrieval

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