Universal Inbound Agent - Afternoon Shift

Job Summary: Provides outstanding customer service related to Veteran care through the Community Care Network (CCN) in a fast-paced contact center. Responds to inbound calls and chat messages regarding authorizations for medical and behavioral health care, provider status and availability, or claims payment and status. Accurately assesses caller requests, answers caller inquires and processes requests while focusing on first call resolution and/or appropriate call escalation protocols. May make outbound calls to schedule appointments based on Veteran or VA request. Resolves administrative eligibility discrepancies through account research and review.

Available Shifts:

Monday-Friday 12:30pm-9:00pm

**Must live within 1 hour driving distance to Ebensburg, PA

Essential Job Functions:

• Manages multiple tasks 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. In select markets, facilitates appointment scheduling of Veterans through outbound solicitation to providers.
• Records preferences and tracks Veteran questions thoroughly in the 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.

Minimum Education/Training Requirements:

• Highschool Diploma or GED
• One year experience in a customer service role with performance metrics
• Experience using Microsoft Office products and the Internet
• Contact center experience to include call center chat messaging

Preferred:

• Healthcare industry experience to include knowledge of health services
• Military experience focusing on service delivery

Key Competencies:

• Technical Skills: Proficient data entry skills; Ability to meet daily call and chat requirements.
• Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.
• Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.
• Information Management: Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.
• High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
• Empathy / Customer Service: Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.
• Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
• Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.
• Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.
• Commitment to Task: Ability to conform to established policies and procedures; exhibit high motivation.

Mental demands:

• Concentration/Attentiveness
• Respond to unpredictability
• High Level of Record Keeping
• High Pressure for Results
• Independent Judgment and Discretion
• Organize and Prioritize
• Manage Multiple Projects/Tasks
• Read, Comprehend and Follow Instructions/Work Orders
• Relate to Others

Work Environment: Remote, contractor site, occasionally. typically.

Working Conditions

• Ability to cover any work shift
• Ability to work overtime, if needed
• Works within a standard office environment, with no travel
• Extensive computer work with prolonged sitting and wearing of headset

** This is a federal contract which requires a background check & drug screen to be eligible—a medical marijuana card or residency in a state where marijuana is legal does not exempt the candidate from the drug screen requirement.**