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