CAEC Customer Representative Lead

Position Purpose:

Under the direction of the Operations Manager, CAEC team leads will provide procedural and subject matter expert support to the associates for an assigned program to ensure delivery of transaction processing that meets or exceeds the contractual metrics for efficiency and accuracy.

This position will also be responsible for production metrics while developing a working knowledge of all aspects of the VA systems and regulations to ensure compliance with all CAEC notifications that are entered. Executes policies and procedures to produce high quality results and resolution. Champions the morale of the team through promoting positive reinforcement and continued education.

Organization:

This position reports to VA Operations Manager

Essential Job Functions include the following. Other duties may be assigned.

• Assist with the day-to-day aspects of the VA CAEC staff.
• Answer inbound calls from CAEC associates who have questions about CAEC notifications.
• Answer inbound CAEC calls from Veterans or Providers as needed.
• Utilize the VA system to enter CAEC notifications and assist CAEC staff with questions and clarification regarding processes and procedures.
• Work with management to attain staff productivity and development.
• Maintain a working knowledge of and comply with all VA compliance requirements and regulations.
• Work with operations leadership, and Signature Client Services to address questions, concerns, and/or issues that may arise with a facility. Participate in client calls as requested.
• Keep manager informed of significant issues, problems, opportunities, and situations involving compliance.
• Assist in developing systems and processes to ensure prompt and accurate operations.
• Attend and/or provide training refresher classes and additional training as needed to improve staff skills in job functions, customer relations and problem resolution.
• May answer escalated customer service calls to ensure customer satisfaction and first call resolution.
• All calls must be completed and cleared by the end of each scheduled shift.
• Team members are expected to remain logged in and available until the end of their shift.
• All active calls must be fully resolved or appropriately handed off prior to logging off of systems.
• Working assigned holidays is a requirement of the position and is not optional

Required Knowledge & Experience:

• High School Diploma or GED required.
• Minimum of 6 months of current CAEC experience
• Computer proficiency.
• Knowledge of claims processing, desk procedures, Signature Performance and VA Knowledge resources.
• Excellent communication skills.
• Personal traits of a high-level commitment, motivation, energy, team orientation, professionalism, trust, personal honesty and integrity, and a demonstration of placing others in a place of high value.

General Areas of Accountability:

Must conduct business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the company.

The following HIPAA and Privacy items apply to all positions at Signature Performance:

• Follow HIPAA guidelines for protecting the privacy and security of sensitive personal and/or health information.
• Follow Signature expected acceptable use to protect propriety and company owned information.
• Complete annually required Privacy and Security Training

Performance Management:

All Signature Performance associates are subject to regular performance management to determine if skills and training requirements are suitable for the position.

Machines and Equipment:

The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copiers and fax machines.

Security Requirements:

• U.S. Citizenship or naturalized citizenship is required for this position.
• All work on all positions at Signature Performance must be completed in the continental United States, Alaska, or Hawaii.
• Signature Performance requires candidates to participate in interviews with their camera enabled. Interviews may be recorded for evaluation, training, quality assurance, and hiring purposes. Candidates will be provided the opportunity to consent during the application process and notified before recording begins. These requirements are applied consistently to all applicants and are a condition of participation in the selection process. Failure to meet these requirements may result in removal from consideration. Candidates who have questions, concerns or require accommodation regarding recording should notify the Talent Attraction & Strategy team before proceeding.

Physical Activity:

The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. This position is sedentary in nature with minimal lifting requirements.

Working Conditions:

The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required.

Remote Eligibility: This position is full-time remote eligible. Eligibility is determined by Management or Talent Resources.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.