Customer Call Center Representative

Do you want a job that makes a difference in other's lives?  Do you enjoy helping people?  How about helping our Nation's Heroes?  This is the job for you...

Leidos QTC Health Services is seeking seasoned Call Center Customer Service Reps to support our Veterans with their disability claims.  Positions are available onsite in our San Antonio, TX and Nashville, TN offices.  100% remote opportunities are also available.

Training Schedule:  First 2 weeks M-F 8am-5pm CST

Work Schedule:  Regular work schedule is M-F 11am-8pm CST

At Leidos QTC Health Services, the nation’s largest provider of disability and occupational health examination services, we are PASSIONATE about our country’s veterans, UNITED as a team and INSPIRED to make a difference.

Starting Pay Ranges:

• Level 2 – 1-3 years of experience; $17.34/hr
• Level 3 – 3-5 years of experience; $18.87/hr
• QTRLY Bonuses Available

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, performance-related bonuses, health and wellness programs, student loan repayment and tuition reimbursement, paid leave and retirement. More details are available here. 

The Leidos QTC Health Services pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. 

What part would you play in this role?

Offer excellence in service while answering, processing, and documenting a high volume of inbound calls in the most efficient manner possible.

In this Rewarding Role, You Will Also:

• Provide clients with world class customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
• Schedule appointments for examinees including initial, follow-up, and rescheduled appointments
• Clarify customer inquiries through active listening in order to research, locate, and provide information to the appropriate entities
• Maintain ownership of calls, including outreach or follow-ups with escalation team or department leadership
• Accurately documents all call information in case management system according to standard operating procedures
• Efficiently utilizes tools and available resources such as: eProcess, Compass/APAS, One Notes, PRM and other tools as necessary
• Demonstrate compassion and professionalism when addressing complex inquiries and/or irate callers
• Recommend process improvement ideas for systems and processes to improve organizational efficiency

You Must Have:

• High School diploma, or equivalent (GED)
• Minimum of 3 years Call Center/scheduling experience required 
• Ability to work various shifts and hours to cover multiple times zones
• The ability to work as a team member as well as an individual contributor
• Ability to follow standardized process workflow on a daily basis

Preferred to Have:

• 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

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 QTC 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.  

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

Leidos QTC Health Services is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.