On-Site Customer Service Representative Ii- Bilingual

Job Title

On-Site Customer Service Representative II - Bilingual

Job Description

TDB Communications is seeking full-time On-Site Customer Service Representatives II - Bilingual 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 both English and Spanish 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: February 5th, 2024

New Hire Training Schedule: Training will be held February 5th 2024 from 10:00am to 6:30pm EST (Sat/Sun Off)

o After training, you will move to your Live Production Schedule

Hours of Operations- Live Production Schedule – 10:00am to 6:30pm EST (Sat/Sun Off)

· This will be your live production schedule after training.

o Please note that all schedules are subject to change due to business needs.

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 be able to speak, read and write in Spanish.

· 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

· Bilingual (Spanish)

· 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.