Call Center Agent - Veterans Services (Mc Lean, VA)

Call Center Agent - Veterans Services

Communication Center Agents supporting the Veterans Evaluation Services (administered by Maximus) make an impact everyday by screening all incoming VES calls as well as directing courteous educated information to both Veterans and providers alike. Assisting providers and Veterans on exam days in any manner needed. Primary responsibilities include general problem solving in a solutions-oriented manner for both providers and Veterans as well as update case statuses as available. Candidates must possess the desire to assist our wounded Veterans with a caring positive and patriotic attitude. These openings are for on-site positions in our Pharr Texas Call Center. You must be willing to work on-site in Pharr TX. Essential Duties and Responsibilities Properly authenticate each caller before verifying or releasing any informationPlace outgoing and receive incoming calls to and from Veterans regarding compensation and pension examsVerify and modify personal informationObtain scheduling availability and traveling availability of VeteransConfirm or reschedule appointmentsProperly modify changes and document information in OMSForward calls to staff members in other departmentsNotify providers of cancellations for appointments scheduled within 72 hours from time of callSubmit templates and other requests to various individuals and departments within the AgencyExplain policies and procedures of VES and the VA to Veterans who are unfamiliar with our company. Explain the purpose of attending required exams explain approximate time frames for returning reports documents to the VA and explain the process for travel reimbursement Maintain maximum security implementing and enforcing HIPPA with medical providers veterans and VA employeesReceive submit power of attorney forms to diagnosticsSustain a low call time of 5 minutes or less per call Respond efficiently to web contacts and emails sent by veteransMinimum Requirements High School Diploma or GED requiredSome College preferredCapability to work in a high paced environmentSkillful in multitasking problem solving and verbal communication skillsKnowledge of VA C& P exams preferredProficient in Microsoft Outlook Word Excel programsMaintain a high level of confidentiality and sensitivity to personal and medical information while maintaining a positive and professional attitude