Customer Service Contract Representative

Great Lakes, Illinois
Apr 04, 2018
Apr 19, 2018
Customer Service
Full Time

We are seeking a Customer Service Contact Representative at the Defense Health Agency located in Great Lakes, IL (DHA-GL).

Successful Candidate will:


  • Assist DHA-GL as telephone point of contact on matters related to military Supplemental Health Care Program (SHCP) policies, benefits and entitlements; access to military health care, and the education of service members on care authorization.
    • Provide customer service assistance on Line of Duty Pre-authorization, and assistance in the resolution of unpaid claims.
  • Provide accurate, technical and timely assistance on requests.
  • Fully comply with the Privacy Act and HIPAA, including legal, regulatory, policy and established processes.
  • Contact service members and member’s units to validate and retrieve information necessary to complete the process (i.e. identifiable information, and proprietary information).
  • Make accurate entry in the Assistance Reporting Tool (ART) on each case.
  • Educate service member as well as unit med rep on correct procedure to avoid future problems associated with pre-authorization requests and unpaid claims.
  • Fax hard copy documents to the Managed Care Support Contractor’s systems in accordance with established policy once in the morning and once in the afternoon.
  • Review all documents related to pre-authorization requests sent to DHA-GL for action (hard copies, ART, electronic systems).
  • Develop a working understanding of the Managed Care Support Contractor’s systems in order to discuss claims issues with callers and take appropriate action when necessary.



 Requirements Include:

  • Practical knowledge of health care terminology used with a variety of diseases, diagnostic and treatment procedures and practical knowledge of computers and various computer software programs and associated with printer/copier functions Qualified typist and basic computer skills with proficiency in Word Processing Programs (Word, EXCEL, DEERS query, and Outlook) is necessary.
  • Knowledge of English grammar and a high degree of skill in oral communication and customer service skills is necessary to conduct professional and tactful interaction with customers, contractors, unit representatives, and healthcare providers.
  • Ability to undergo a background investigation which requires US Citizenship.

Send resume and salary requirements to:

Visit us at

Follow Us




Equal Opportunity Employer