The NAI

• Deliver front-line customer support by handling inbound and outbound calls, emails, and inquiries from DEA registrants and clients. • Resolve routine issues quickly and accurately while escalating complex matters to senior operators. • Analyze customers' needs to determine functional requirements. • Meet or exceed all project requirements and metric performance requirements such as Quality Assurance, Average handle Time, Adherence and Attendance. • Screenings Requested: background checks, credit checks and/or drug screening.

• This role is primarily responsible for arbitrating/deciding payment disputes • The arbiter must remain neutral when analyzing the materials provided, and must be able to write a concise determination in a short period of time to meet deadlines • Review cases to determine and summarize facts of each case assigned and assess issues involved in the case • Research issues using federal law, federal regulations, relevant contract law • Review plan contracts and other relevant information; make a decision as to whether an enrollee is entitled to benefits in cases involving contractual disputes • Communicate the determination in a clearly written format • Exercise independent judgment to ensure determination is accurate, well supported and defensible; take appropriate action as required • Acquire all necessary information involving cases and render final determination based on the information provided by the appellant • Manage highly complex case files • Perform other duties as may be assigned by management • Draft and review payment determination decisions • Draft email responses to payment dispute questions or concerns from the disputing parties • Interpret applicable regulations and policies associated with case to determine recommendation • Ensure solutions are consistent with organizational objectives