Test Center Assoc Specialist, Cust Svc
General Dynamics - IT - Chester, VA

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As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 21,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. General Dynamics Information Technology is an Equal Employment Opportunity and Affirmative Action employer.

As a Test Center Customer Service Representative, team members read scripted responses to beneficiary's questions dealing with basic information and educational topics such as:

-Provide knowledgeable responses to telephone inquiries in a courteous and professional manner
-Maintain a current understanding of the processing procedures to respond to numerous phone inquiries
-Adhere to the Privacy Act as it relates to the confidentiality of information released
-Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external)
-Maintain up-to-date knowledge of CMS regulations and policies as they apply
-Report problems that occur and assist with the resolution
-Utilize databases and written materials to look up and provide information to telephone inquiries
-Respond to telephone inquiries within the set departmental staffing and time parameters
-Maintain appropriate documentation of phone inquiries
-May be required to work GDIT scheduled holidays, overtime may be required
-Make referrals to the Social Security Administration for replacement Medicare cards, change of address, Medicare eligibility and enrollment
-Provide information on general Medicare eligibility and information (e.g. General Enrollment Period and the Special Enrollment Period)
-Provide information on Medicare Prescription Drug Plans (enrollment & coverage)
-Enroll callers in Medicare Prescription Drug Plans
-Provide information on general topics on Medicare Advantage and Medigap questions
-Provide information on Part A and Part B covered and non-covered services, with the appropriate referrals and fulfillments
-Provide general claims information including appropriate transfers and referrals
-Provide Medicare Secondary Payer information with the appropriate referrals and fulfillments
-Follow-up on Medicare Advantage Plans disenrollment status questions (e.g. if the caller is just checking to see if their disenrollment is effective)
-Provide information regarding media topics that are not related to Medicare Advantage plans and Medigap policies (e.g. Flu Campaign, Medicare surveys and social security mailings)
-Implement special studies, or tests, at the direction of the client which may include alternate processes designed to evaluate process improvements
-Provide regular testing feedback in an organized fashion
-Utilize critical thinking skills
-Perform other related duties as assigned

Requires a High School Diploma or GED.

-Applicants must currently hold a permanent BCC CSR position (Gen Med, MBS, Part A and/or Part B or DME training)
--Must be able to speak and read English clearly, professionally and fluently
-Must be able to type a minimum of 20 WPM
-Ability to effectively work within established contractual turnaround times required
-Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
-Proven ability to react quickly and positively to workflow changes
-Ability to learn new procedures and/or information quickly
-Proven ability to work as a member of a team
-All CMS personnel will be required by contract to undergo program update training as the program changes
-Spanish fluency is desirable
-Demonstrated critical thinking skills
-Demonstrated strong communications skills
-Ability to recommend process improvements

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General Dynamics Corporation (General Dynamics) offers a portfolio of products and services in business aviation; combat vehicles, weapons...