Data Entry Operator - Federal Health Benefits Complaint Processing

Schedule:  Full-time, Monday through Friday, scheduled within a 7:00 a.m. to 7:00 p.m. tour of duty

Location:  Frances Perkins Building, 200 Constitution Avenue NW, Washington, DC 20210

Connexus Hub is building the team supporting the Employee Benefits Security Administration. The work is processing complaints filed from surprise medical bills. Providers and their billing offices file complaints against health plans, and the Agency has 60 days to respond to each one.

Your job is to make that process work. You will open and review complaints the day they arrive, figure out where each one belongs, gather the information the Agency needs, follow up with health plans until they answer, and keep a clean record of every step in the Government's case system. This is detail work with a deadline attached, and it matters to the people waiting on the other end.

What you will do

• Review each day's new complaints, identify what is being alleged, and route them correctly.
• Screen every complaint against defined jurisdiction categories and flag the ones that require notification to the Agency within two business days.
• Enter and maintain complaint records accurately in the Government's Technical Assistance Inquiry System (TAIS).
• Contact complainants for information missing from a filing, and follow up until you have what is needed.
• Contact health plans by telephone and by pre-approved e-mail templates, and log every contact and response.
• Keep complainants informed on unresolved cases, and escalate a case that is not moving before it ages.
• Correct data errors in existing records and support recurring reporting to the Agency.

What you need

• High school diploma or equivalent.
• One year or more of data entry, case processing, claims, customer service, or administrative support experience. Health plan, medical billing, or federal case-processing experience is a strong plus.
• Comfort working in a case management or records system and typing accurately at volume.
• Clear written and telephone communication. You will be talking to medical billing offices and health plan representatives.
• Ability to be reliably on-site in downtown Washington, DC.
• U.S. person status, and the ability to obtain and maintain a favorable federal suitability determination (Minimum Background Investigation / Trusted Workforce 2.0 moderate). No work may begin before that determination is favorable.

If you already hold a current favorable federal suitability determination, say so in your application. It can shorten the time before you are able to start.