CSR II Operations (Remote- hiring in the following locations only: AZ, ID, NM, NV, TX, UT, VA & WY)

Job Introduction

 Do you have 1 year Customer Service experience with at least 6 months in a call center environment?   Do you want to make a difference and provide support to Veterans? Do you reside in the following States:  AZ, ID, NM, NV, TX, UT, VA & WY?

 

Maximus is looking for Remote CSR II that will help Veterans by assisting them 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).   

 

 

Job Description Summary

The Call Center Representative (CSR) must be thorough, accurate and timely when answering telephone calls from Veterans to assist them 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)

Job Summary

Essential Duties and Responsibilities:

- Handles customer service inquiries and problems via the telephone, recording consistent problem areas. May respond to e-mail inquiries.

- Customer service is the primary function.

- Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

Minimum Requirements:

- High School diploma or equivalent with 6 months of customer service experience.

- May have additional training or education in area of specialization.

Education and Experience Requirements

• Protect the health care privacy of patients by strictly following HIPAA regulations. • Understand and follow procedures and processes of the Veterans Affairs (VA) program and perform all tasks in a courteous and professional manner. • Utilize scripts and all program resources to respond to caller inquiries.  • Work in a variety of systems to perform required tasks.• Manage prioritized tasks in a time-sensitive environment.• Initiate outbound calls to medical providers and Veterans to  provide and update information in their profile records.• Research systems to find missing information; coordinate with other departments to resolve issues.• Receive calls from Veterans with a variety of questions. • Consistently meet program productivity and performance metrics.• Perform other tasks as assigned by leadership.

 

Must have a high school diploma or G.E.D.• Must have (1) one year of experience working in a customer service environment. ( a minimum of 6 months experience should be in a call center environment)• Must be proficient with a computer including Microsoft Office, the Internet, and other systems.• Must be proficient in spoken and written English.• Experience working in a healthcare environment a plus.• Experience with medical terms (including the interpretation and use of ICD and CPT codes a plus.• College-level course work in the healthcare or equivalent field a plus.

 

Maximus/Client will provide equipment; however the following office requirements must be met:

 

Home Office Requirement:

• Must have A quiet, private room with a door, that is free from distractions and conducive to acceptable performance of  job duties. 

Internet connectivity

• All remote workers must have access to the internet via their internet service provider (ISP) by purchasing or maintaining a service that provides a minimum internet speed download of 50 Mbps internet connectivity, and 10 Mbps minimum upload speed.
• Wi-Fi, Mobile hotspots, IPV 6 networks/services, and 5g Wireless ISPs (T-Mobile, Verizon, ATT, etc.) are not compatible with the client network/systems. Connectivity to the internet via Cat5 or 6 ethernet patch cable to the home router is required.

Hard-wired Ethernet

•  Please note that client provides 3-6ft ethernet cables. If the router is located further than 6 feet from the workstation, the agent will need to procure a CAT5 or 6 ethernet cable long enough to reach the router. This must be procured prior to training start.

Working Phone Number

• Staff working remotely are required to have a working phone number capable of making/receiving calls and making/receiving text messages. The phone service cannot be solely dependent on an internet connection to place calls or send text messages. This requirement ensures that staff is able to communicate with their supervisor during internet or power outages. Staff is required to maintain active service through the course of this assignment.

 

 

 

 

 

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