Job Details

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard andReserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site"

Healthcare Customer Call Center Rep III

• Full-Time
• Remote
• Pay or shift range: $17.75 USD to $21.34 USD

The company is seeking experienced Contact Center Representatives to act as service liaisons between their customers and internal operational staff, ensuring the delivery of exceptional service throughout all interactions. Responsibilities include but are not limited to handling customer inquiries and documenting all interactions. Representatives will provide callers with the highest level of customer service by identifying their specific needs and following outlined workflows to ensure complete and accurate handling.

Primary Responsibilities:

• Provide clients with the highest level of customer service by determining their specific needs, allowing for accurate and complete handling of their inquiry in alignment with outlined workflows.
• Follow outlined department specific and company-wide processes and operating procedures to ensure consistent and efficient interactions compliant with HIPAA and all other applicable requirements.
• Triage client inquiries to determine if routing to other operational teams or escalation to leadership is necessary to provide a timely and satisfactory resolution.
• Utilize and promote various tools and resources, including electronic communication services, online portals etc. to provide efficient and client friendly interaction.
• Accurately and completely document all client inquiries within the applicable case management system, in alignment with standard operating procedures.
• Demonstrate strong verbal and written communication skills, adapting messaging appropriately for various audiences including customers, peers, and leadership.
• Follow standardized workflows and procedures with strong comprehension skills and the ability to learn new systems, processes, and tasks quickly.
• Manage multiple priorities in a fast-paced environment, ensuring timely completion of business-critical and time-sensitive tasks.
• Operate effectively both independently and as part of a team, maintaining focus, accuracy, and attention to detail throughout daily responsibilities.
• Utilize multiple technologies and applications simultaneously, including call center systems, scheduling platforms, and Microsoft Office tools (Outlook, Word, Excel).
• Maintain high accuracy in data entry and documentation, ensuring completeness and compliance with operational standards.
• Work flexible schedules as needed, including weekends and holidays, to support operational demands.
• Complete any/all other duties as assigned to support business needs.

Required Qualifications:

• High School diploma, or equivalent (GED)
• Experience:
  • Level 3: 3+ years of call center/scheduling experience ($19.31 - $21.34)
• Ability to work various shifts and hours to cover multiple times zones (including holidays)
• The ability to work as a team member as well as an individual contributor
• Ability to follow standardized process workflow on a daily basis

• Previous healthcare call center experience preferred
• Ability to interact with all levels of staff
• Ability to effectively manage competing priorities in a fast-paced environment
• Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software and case management software) with an ability to learn new software quickly
• Excellent data entry and typing skills

Additional Information:

• Training: First 3 weeks: M-F 8am-4:30pm Central Standard Time (CST)
• Shift: (Note: Shift schedules may adjust based on business requirements)
  • AWW: Saturday - Tuesday: 7:00am - 5:30pm (CST) -- comes with an extra $2 shift differential
  • Monday - Friday: 10:00am - 6:30pm (CST)
• Probationary Period: Employment as a Customer Call Center Representative will include successful completion of a 90-day probationary period during which you will be given objectives to achieve. This timeframe lets you assess your readiness for the position as well as allows Leidos QTC Health Services to determine your ability to successfully perform the job. You will be provided objectives, documentation, training and performance feedback during the 90-day probationary period as part of your assimilation to the role. After successfully completing the 90-day probationary period, you will be considered a permanent employee