Customer Service Representative

Dane Street is a certified Independent Dispute Resolution Entity (IDRE App-191) through the U.S. Department of Health and Human Services, the Department of Labor, and the Department of the Treasury. We are authorized to administer the Federal IDR process for disputes between out-of-network providers, facilities, and providers of air ambulance services and group health plans, health insurance issuers in the group and individual markets, and Federal Employees Health Benefits (FEHB) carriers.

As a member of our team, you will join a group of dedicated professionals committed to delivering exceptional customer service and superior results for our clients. Our core value, Excellence Without Exception, drives our culture, shapes our work environment, and enables us to provide the extraordinary level of service that distinguishes us from our competitors.

Role Overview

The Government Customer Service Representative (CSR) supports disputes under the No Surprises Act (NSA) Independent Dispute Resolution (IDR) process. This role is responsible for monitoring and managing the NSA IDRE inbox, ensuring incoming correspondence, case requests, and documentation are reviewed, processed, and routed in a timely manner while meeting strict regulatory, client, and operational deadlines.

Key Responsibilities

• Inbox & Correspondence Management: Monitor the NSA IDRE inbox continuously; prioritize, process, and route incoming case communications, status inquiries, and documentation using approved Dane Street templates.
• Case Tracking & Support: Track case progress against established NSA IDR workflows, coordinate with Arbitrators and internal teams, and ensure all actions and records are accurately documented in company systems.
• Regulatory Compliance: Perform duties in accordance with NSA, Federal IDR, CMS, and HIPAA privacy guidelines, safeguarding Protected Health Information (PHI) across all communication channels.
• Client & Stakeholder Communication: Deliver professional written and phone communication to clients, providers, health plans, and Arbitrators, utilizing de-escalation skills when handling complex inquiries.
• Quality Assurance & Monitoring: Participate in quality assurance reviews of Arbitrator determinations to ensure completeness, accuracy, consistency, and alignment with internal procedures.
• Operational Reporting: Monitor case aging and workload reports, identify recurring workflow issues or bottlenecks, and escalate potential non-compliance or delays to leadership.
• Executes additional responsibilities as reasonably required to fulfill position objectives

Requirements

• Education: Associate's degree preferred (or equivalent practical experience).
• Experience: Business experience in a healthcare, insurance, or government services setting; experience managing high-volume email correspondence.
• Technical Skills: Strong computer literacy, typing speed, and comfort navigating multiple software databases, web portals, and email systems simultaneously.
• Core Competencies: Exceptional written/verbal communication, high attention to detail, strong time-management capabilities, and sound critical-thinking skills.
• Ability to work in an environment that is free from distractions.

Preferred Qualifications

• Prior experience with the No Surprises Act (NSA), Federal IDR, CMS processes, or healthcare dispute resolution.
• Background in healthcare claims, billing, or formal quality assurance/auditing.

Benefits

Join our team at Dane Street Government Services and enjoy a comprehensive benefits package designed to support your well-being and peace of mind. We offer a range of benefits including medical, dental, and vision coverage for you and your family. Additionally, we offer voluntary life insurance options for you, your spouse, and your children. We also offer other voluntary benefits which include hospital indemnity, critical illness, accident indemnity, and pet insurance plans. Employees receive basic life insurance, short-term disability, and long-term disability coverage at no cost. Our generous paid time off policy ensures you have time to relax and recharge, while our 401k plan with a company match helps you plan for your future. Apple equipment and a media stipend are provided for remote workspace.

ABOUT DANE STREET Goverment Services:

Dane Street’s Government Services Division provides specialized, compliant solutions that support federal and state program needs with efficiency, accuracy, and integrity. Through services such as Independent Dispute Resolution (IDR), Acceptable Clinical Evidence (ACE) reviews, and Medical Disability Examinations (MDE), Dane Street partners with organizations to deliver clear outcomes that meet both operational and clinical standards. We serve as a trusted resource, bringing clarity, consistency, and confidence to complex review processes.