• Customer Service Representative

    Job ID 2019-3170
    Job Locations
    Administration / Clerical
    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
    • Error rate reporting
    • Fraud, waste and abuse
    • Engineering and logistics


    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.


    NCI: As the Customer Service Representative I, you will be responsible for contacting and communicating with providers with courtesy and proficiency. The Customer Service Representatives 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 (trained) in 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. The Customer Service Representative Department's 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.




    • 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 questions and provides analysis of situation to determine best use of resources
    • Serves as liaison between the providers and states 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 the appropriate stakeholders to resubmit legible copies
    • Provides assistance to the providers and state representatives in identifying what is being requested and be able to provide answers to their queries.
    • Maintains a neat, organized work area
    • Maintains a high level of knowledge and comply with all protocols, policies and procedures
    • Attends required education and training programs
    • Complies with departmental policies and procedures







    • High school diploma and two years of customer service, troubleshooting, 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)



    • RHIA or RHIT certification
    • At least 2 years of Medical Records experience
    • Associates Degree in Medical Records or Healthcare preferred 
    • Ability to work within a call center environment and handle multiple phone lines throughout the business day
    • Ability to be able to speak clearly and articulate in a professional manner
    • Ability to work with others in a team environment
    • Basic knowledge of Medicaid/CHIP program and its components, along with medical record practices, policies, and procedures.
    • Bilingual (Spanish) - Fluency in speaking, reading and understanding the Spanish language.


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