Customer Service Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Deliver exceptional customer service regarding Veteran care through the Community Care Network (CCN) in a dynamic contact center environment.

• Handle incoming calls and chat inquiries related to authorizations for medical and behavioral health services, provider availability, and claims status.

• Evaluate caller requests, provide answers to questions, process inquiries, and implement first-call resolution or escalation procedures.

• Make outbound calls to arrange appointments as requested by Veterans or the VA.

• Address administrative eligibility issues through detailed account research and examination.

• Organize multiple task lists in accordance with specified timelines.

• Achieve targets for call volume, chat volume, schedule adherence, quality, Veteran appointments, and other performance metrics.

• Initiate and receive communications via phone calls, chat messages, and emails from VA medical center personnel and providers.

• Assist in scheduling Veteran appointments with providers in designated markets.

• Document preferences and track inquiries from Veterans in TriWest CRM systems, Portal, and VA HSRM systems.

• Offer professional and courteous service to both internal and external customers.

• Accurately resolve inquiries from VA and providers with an emphasis on first-call resolution.

• Safeguard patient health information and adhere to HIPAA regulations.

• Record all communications with Veterans and providers.

• Utilize critical thinking and established protocols to ensure compliance with quality programs.

• Engage in cross-training, employee development, and flexible roles to support business requirements.

⛳️ Requirements

• High School diploma or GED.

• Minimum of one year of experience in a customer service position with measurable performance metrics.

• Proficient in using Microsoft Office applications and the Internet.

• Availability to work any shift.

• Willingness to work overtime, if necessary.

• Strong data entry skills.

• Capability to operate in a multi-system Microsoft environment utilizing Word, Outlook, TriWest Intranet, the Internet, and departmental software applications.

• Ability to thrive in a fast-paced, high-pressure setting.

• Capacity to meet daily call and chat quotas.

• Consistent and regular attendance is required.

• Ability to work remotely, involving extensive computer usage, prolonged sitting, and wearing a headset.

🏝️ Benefits

• Remote work environment with no travel required.

• Flexibility to cover any work shifts.

• Opportunities for overtime, if required.

• Employee development and cross-training initiatives available.

• Flexible assignments to adapt to changing needs.

• Equal employment opportunity protections are provided.