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Acting Customer Service Representative (CRC) in Las Cruces at General Dynamics Information Technology

Date Posted: 2/13/2019

Job Snapshot

  • Employee Type:
  • Location:
    Las Cruces
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

The  Acting Customer Service Representative II will respond to questions from customers regarding Coordination of Benefits and Medicare Secondary Payer claims and billing questions.
The  Acting Customer Service Representative II reports directly to the Customer Service Supervisor. The  ActingCustomer Service Representative II will handle calls from other insurance companies and their representatives, and must have a strong customer service and complaint resolution skill set.


  • Provide knowledgeable responces to escalated, high priority, or supervisor calls in a courteous and professional manner. 
  • Responsible for productivity, quality, and timeliness of work in the completion of program and department tasks and goals.
  • Assist with side-by-side mentoring for new employees during and after training as needed.
  • Assist in monitoring and analyzing quality of all department work and recommend actions for improvement. 
  • Maintain up-to-date knowledge of COB, COB-R, and MSP regulations and policies as they apply to inquiries handled by the call center. 
  • Assist in information reporting and development as needed.
  • Adhere to the Privacy Act and HIPAA laws and regulations as they relate to the confidentiality of information released. 
  • Receive constructive feedback from supervisors. 
  • Proofread documents for grammatical and correctness and adherence to standards and formats.
  • Frequent internal contacts with Customer Service Managers, Call Center Supervisors, Lead Training Specialist, Operations Representative, other Customer Service Reps, and other contractors and government personnel supporting the program.
  • Assume coordination responsibility for department in absence of supervisory staff.
  • Assist in the design, development, and writing of CRC area processing procedures and maintain department records.
  • May be required to work some GDIT holidays. Overtime may be required. 
  • Regular and predictable attendance is required
  • Perform other related duties as assigned.

Job Requirements

  • Must have at least 3 months experience as a BCRC Recovery Agent to be considered.
  • Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others.
  • Ability to prioritize and complete tasks to meet contract standards is rquired.
  • Must have demonstrated abiity to speak and write fluently in English. Spanish fluency is a plus. Demonstrated ability to communicate in English effectively, both verbally and in writing, is required.
  • Must have demonstrated leadership skills and good interpersonal skills. 
  • Experience working with a PC and a Windows environment is required. 
  • Must have proven ability to work effectively as a team member.

Working Conditions:

The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

Work may require some physical effort in the handling of light materials, boxes, or equipment.

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. 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.



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