Customer Call Center Representative (Administrative)

Do you crave a career that truly makes an impact in people's lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day

Leidos QTC Health Services is seeking Customer Call Center Representatives on our Reserve Health Readiness Program (RHRP) call center team. You will be responsible for answering, processing, and documenting all calls from customers and representatives. Act as service liaison between the customer and internal operational staff, and deliver exceptional customer service at all touchpoints.

ANNOUNCEMENT: WE WILL BE CONDUCTING A VIRTUAL HIRING EVENT ON WEDNESDAY, JULY 16TH. PLEASE CLICK ON THE LINK BELOW TO RSVP

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Primary Responsibilities:

• Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
• Triages customer needs to include verification of demographics, appointment inquires, and mileage check inquires
• Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities
• Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level
• Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology
• Accurately documents all call information in case management system according to standard operating procedures
• Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary
• Any other duties as assigned

Required Qualifications:

• High School diploma, or equivalent (GED)
• Experience:
  • Level 1: typically 1+ years of relevant experience (call center/scheduling experience preferred)
  • Level 2: typically 3+ years of relevant experience (call center/scheduling experience preferred)
  • Level 3: typically 5+ years of relevant experience (call center/scheduling experience preferred)

Preferred Qualifications:

• Previous medical office/call center experience 
• Ability to prioritize customer follow up calls when necessary
• Excellent communication skills both written and verbal
• Excellent data entry and typing skills
• Adaptable with the ability to follow standardized process workflow on a daily basis
• Provide exceptional customer service to both internal and external customers
• Strong knowledge of administrative processes in a call center environment 
• Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly
• Proficient with MS Office software including Outlook, Word, Excel
• Ability to work various shifts and hours to cover multiple times zones

Additional Information: 

• Training: 3 weeks of initial training
• Shifts Available: 
  • Monday - Friday:  7:00am - 3:30pm
  • Monday - Friday:  8:00am- 4:30pm
  • Monday - Friday:  12:00pm - 8:30pm
  • Wednesday - Saturday:  11:00am - 9:30pm  (comes with an extra $2.00/hr. differential pay)
  • Saturday - Tuesday:  8:00am - 6:30pm  (comes with an extra $2.00/hr. differential pay)

 

About Leidos QTC Health Services

Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information.

Compensation and Benefits

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. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations. 

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Administrative Services