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On-Site Customer Service Representative II
| Verified Pay | $17.50 per hour |
|---|---|
| Hours | Full-time, Part-time |
| Location | Columbia, South Carolina |
Compare Pay
Verified Pay$11.56
$17.50
$22.9
About this job
On-Site Customer Service Representative II
Job Description
TDB Communications is seeking full-time On-Site Customer Service Representatives II to join our growing team in Columbia, SC. Every day, TDB Customer Service Representatives are entrusted to serve our most vulnerable communities by helping our veterans and individuals in our veteran community access healthcare. To prepare you for this role, TDB provides a comprehensive paid training program when you start.
Job Summary: The On-Site Customer Service Representative II (CSRII) will provide outstanding, thorough, accurate, and timely customer service when answering inbound telephone calls, chat messages and data entry regarding authorizations for medical and behavioral health care, provider status and availability, or claims payment and status from Veterans. Through account research and review the CRSII will also be able to resolve administrative eligibility discrepancies as well as assist Veterans with scheduling Community Care Network (CCN) appointments, collecting their scheduling preferences, and assisting with other general questions related to the scheduling of their appointment(s). All of this will be done while focusing on first-call resolution and/or appropriate call escalation protocols. CSRII may also be required to make outbound calls to schedule appointments based on Veteran or VA requests.
Start Date: May 3th, 2024 (Full day of onboarding.)
New Hire Training Schedule: Training will start May 6th, 2024, Monday - Friday, 10am to 630pm, Sat/Sun Off
o After training, you will move to your Live Production Schedule
Hours of Operations- Live Production Schedule - Monday- Friday 10am to 630pm, Sat/Sun Off
o Please note that all schedules are subject to change due to business needs.
Monday, 5/6/24, training start time is 9am EST - this is for badging and system log in
Tuesday, 5/7/24, you will start training at normal schedule from 10am to 630pm EST.
Pay and Benefits:
* Base rate of $17.50/hr.
* Medical, Dental, and Vision benefits available
* 401(k) available with company match
* Paid holidays
* PTO (paid time off)
Job Duties:
* Ability to cover any work shift.
* Ability to work overtime, if needed.
* Manages multiple task lists in accordance with directed timelines.
* Meets call volume, chat volume, schedule adherence, quality, Veteran appointment, and other production standards.
* Initiates and receives phone calls, chat messages, and emails from VA medical center staff, and providers to answer claims, eligibility, benefit, and program questions.
* May facilitates appointment scheduling of Veterans through outbound calls to providers.
* Records preferences, tracks Veteran questions thoroughly in the TriWest's Customer Relationship Management systems and Portal, as well as VA's HSRM systems.
* Consistently displays professional and courteous service skills to internal and external customers.
* Accurately resolves VA and provider inquiries with a focus on first-call resolution.
* Protects the privacy of health information of patients when using or disclosing Protected Health Information (PHI).
* Takes appropriate measures to comply with HIPAA regulations to protect privacy of customers' health information.
* Documents all communications involving Veteran and provider contacts.
* Uses critical thinking in problem-solving and follows established processes to assure quality program compliance.
* Consistently meets department productivity and performance metrics to include regular and consistent attendance.
* Participates in cross-training, employee development, and flexible assignments to ensure business needs are met.
* Utilize scripts and all program resources to respond to caller inquiries.
* Manage prioritized tasks in a time-sensitive environment.
* Initiate calls to medical providers to update information in their profile records.
* Research systems to find missing information; coordinate with other departments to resolve issues.
* Extensive computer work with prolonged sitting and wearing of headset.
* Perform other tasks as assigned by leadership.
Education and Experience Requirements:
* Must have a high school diploma or G.E.D.
* Must have One year of experience in a customer service role with performance metrics.
* Must be proficient with a computer including Microsoft Office products, the Internet, and other systems.
* Must be proficient in spoken and written English.
* United States citizenship is required.
* Call Center experience is preferred.
* Experience working in a healthcare environment is a plus.
Skills
* Customer Service
* Team Player
* Organizational Skills
* Information Management
* Empathy/Customer Service
* Schedule Flexibility
* Computer Literacy
* Communication/People Skills
* Commitment to Task Completion
About TDB
TDB Communications, Inc. is an 8(a)-minority-owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.
Since 1999, we have deployed thousands of employees for 70 agencies in 30+ states. We have proven our ability to serve the government with the highest levels of quality and productivity.
Reasonable Accommodation
If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.
EEO Statement
TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
Texting Notice
We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position, or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt-out at that time.
Submit Your Application
- You have errors in applying
*Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race.
*White (not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa .
*Black or African American (not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa .
*Native Hawaiian or Other Pacific Islander (not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii , Guam, Samoa, or other Pacific Islands .
*Asian (not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam.
*Two or More Races (not Hispanic or Latino) - A person who identifies with more than one of the following, as defined above: White; Black or African American; Native Hawaiian or Other Pacific Islander; Asian; or American Indian or Alaska Native.
- A "disabled veteran" is one of the following:
- A veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
- A person who was discharged or released from active duty because of a service-connected disability.
- A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
- An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
- An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to .
Expires 04/30/2026
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- Blind or low vision
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- Missing limbs or partially missing limbs
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