Customer Service Representative, Inbound - Veterans Assistance

Demo Maximus
US - Texas - Houston
November 11, 2024

Customer Service Representatives supporting the Veterans Evaluation Services (VES) Contact Center, make an impact everyday by screening all incoming VES calls, as well as directing courteous, educated information to both Veterans and providers alike. Candidates must possess the desire to assist our wounded veterans with a caring, positive, and patriotic attitude. To prepare you for this role, the VES provides paid, comprehensive training which ensures all new employees provide the highest levels of knowledge and professionalism.

• As a federal contractor, Maximus is subject to Executive Order 14042 and the Safe Workforce Task Force's COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors.
In light of these requirements, all employees will eventually need to be fully vaccinated as a condition of employment and new hires/employees will be required to provide proof of vaccination.

• This position is temporarily remote due to Covid-19, however, you must be able andwilling to work on site in our Houston, TX locationwhen needs arise.

Primary Responsibilities:

Properly authenticate each caller before verifying or releasing any information
Place outgoing and receive incoming calls to and from Veterans regarding compensation and pension exams
Verify and modify personal information
Obtain scheduling availability and traveling availability of Veterans
Confirm or reschedule appointments
Properly modify changes and document information in OMS
Forward calls to staff members in other departments
Notify providers of cancellations for appointments scheduled within 72 hours from time of call
Submit templates and other requests to various individuals and departments within the Agency
Explain 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.

Additional Duties and Responsibilities:

Maintain maximum security implementing and enforcing HIPPA with medical providers, veterans, and VA employees
Receive/submit power of attorney forms to diagnostics
Maintain a low call time of 5 minutes or less per call
Maintain all emails and respond efficiently
Respond efficiently to web contacts sent by veterans

Requirements:

High School Diploma or GED equivalent required; some College preferred
Customer service experience
Knowledge of VA C&P exams preferred
Ability to work in a fast-paced environment and multitask efficiently
Ability to solve problems
Ability to utilize Microsoft Outlook / Word /Excel programs
Ability to maintain a positive and professional attitude
Verbal, communication, and customer service skills
Ability to maintain high level of confidentiality and sensitivity to personal and medical information.

Home Office Requirements

Internet speed of 25mbps or higher required (you can test this by going to speedtest.net)
Preferred Windows or Mac (no Chromebooks) that is no more than 5 years old
- OS for Windows - Windows 10 or Windows 11
- OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3)
Hardwired internet (ethernet) connection
Private work area and adequate power source
A second monitor is highly recommended for most positions

About Veterans Evaluation Services - Now Part of Maximus

#VESPriority

#talentVES

MAXIMUS Introduction
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.
Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.
With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.
For more information, visit ***.

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business.
Maximus is committed to complying with any applicable vaccine mandates.
The specific vaccine requirements for this position will be outlined throughout the selection process.
Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential and bring a resiliency and dependability that greatly enhances our workforce.
We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.
We are proud of our connections to organizations dedicated to serving veterans and their families.
If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.
A committed and diverse workforce is our most important resource.
MAXIMUS is an Affirmative Action/Equal Opportunity Employer.
MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Read the full job description and apply online on the recuiter's web-site

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