Customer Service Representative I

POSITION IS ELIGIBLE FOR REMOTE / WORK FROM HOME OPPORTUNITY

DEPARTMENT: DME CONTACT CENTER

TELECOMMUTING ELIGIBLE: YES

JOB GRADE: N11

AS A CONDITION OF EMPLOYMENT, PHYSICAL WORK LOCATION MUST BE IN ONE OF THE 50 STATES OR THE DISTRICT OF COLUMBIA.

NOTICE OF COLLECTION & PRIVACY POLICY FOR APPLICANTS RESIDING IN CALIFORNIA:

CALIFORNIA APPLICANT PRIVACY POLICY | NORIDIAN (NORIDIANSOLUTIONS.COM)

JOB SUMMARY

The Customer Service Representative responds to calls or written correspondence and serves as a direct point of contact for customers, assisting with information in response to various inquiries.

KEY PERFORMANCE INDICATORS

• Excellent multi-tasking skills
• Excellent customer service skills
• Strong verbal and written communication skills

ESSENTIAL FUNCTIONS

KEY DUTIES/RESPONSIBILITIES/ACCOUNTABILITIES

• Responds to customer inquiries promptly and accurately
• Documents all inquiries appropriately
• Understands and applies confidentiality and security guidelines
• Maintains minimum production expectations while meeting defined quality expectations
• Maintains knowledge of online reference information
• Prioritizes work throughout the day and adapts to changes in workload as needed

NON-ESSENTIAL DUTIES AND FUNCTIONS

• Other duties as assigned

MINIMUM QUALIFICATIONS

• High School diploma or GED
• Ability to maintain confidential information in compliance with HIPAA regulations
• Excellent data entry skills
• Program training as required
• Demonstrated problem solving skills

PREFERRED QUALIFICATIONS

• ABOVE REQUIREMENTS AND THE FOLLOWING:
• Previous work experience in a healthcare provider or insurance environment and/or contact center experience
• Ability to work flexible schedules

ENVIRONMENT AND COGNITIVE/PHYSICAL DEMANDS

• Office Environment
• Ability to read, hear, speak, keyboard, reason, communicate effectively and problem solve
• Requires prolonged sitting and telephone use
• Requires the use of office equipment such as computer terminals, telephones, copiers and printers
• Infrequent lifting to 15 pounds
• Infrequent stooping

SEGREGATION OF DUTIES

Every employee is responsible to perform their duties and responsibilities in accordance with Noridian values, policies and procedures, including but not limited to: Segregation of Duties Principles, HIPAA, Security and Privacy, CMS requirements, the Noridian Compliance Program and any other applicable laws, rules and regulations.

STATEMENT OF OTHER DUTIES

This document describes the essential functions, requirements, and responsibilities of this job, and is not intended to be a complete list of all tasks and functions. Employees may be requested to perform job related tasks other than those specifically listed in this description and may be required to perform any task requested by the supervisor or management.

TOTAL REWARDS PACKAGE:

Health, Dental and Vision Insurance, Voluntary Insurance Plans, Health Savings and Flexible Spending Accounts, 401k and Company Match, Company-paid Life Insurance, Education Assistance Program, Paid Sick Leave, Paid Holidays, Increasing PTO Accrual Plan, Medical/Parental/Disability Leave, Workers Compensation, Retiree Benefits, Severance Package, Employee Assistance Program, Financial and Health Wellness Benefits, Casual Dress, Open Office Setting, and Online Learning System.

CMS ACCESS COMPLIANCE AND REGULATION CONTINGENCY STATEMENT

Some positions require compliance with (i) federal and agency-specific regulations and federal contract requirements, and (ii) eligibility to obtain and maintain federal identity credentials and authorized access to government facilities, information systems, networks, sensitive information, or applications.

To obtain federal identity credentials and authorized access, employees in this position may be required, as a condition of employment, to successfully complete federal identity verification, federal background investigation and adjudication, credentialing, and access authorization processes in accordance with applicable federal requirements. Federal identity credentials and authorized access will not be issued to candidates who have not resided in the United States at least three (3) out of the last five (5) years.

Failure to obtain and maintain eligibility for required federal credentials and access authorization may result in removal from the position or termination of employment.

EQUAL EMPLOYMENT OPPORTUNITY

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Below is the salary range for potential new hires.

Salary Range:

The pay range for this position is $15.66 – $20.61 per hour. The base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience, among other factors.

Other Compensation: Incentive Plan & Lifestyle Benefit

This job will be closed 10/30/2026 at 8:00AM CST. No further applications will be considered.