VA72HRNB - Bilingual CAEC Customer Representative

Position Purpose:

The Associate will answer incoming correspondence via phone, email or portal from providers, veterans or veteran representatives such as family members who are providing notification that a veteran has presented to the Emergency Department. They will gather all required information from the caller and client systems to make eligibility determinations.

Organization:

This position reports to an Operations Manager

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

• Conduct every transaction with a customer focused, courteous, approach that will ensure first call resolution and achieve quality scores while maintaining production standards.
• The systems used include using client systems, soft phone system and customer relationship management software.
• Document activity into VA systems.
• 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
• Maintain a working knowledge of applicable VA regulations as they relate to 72-hour notification requirements.
• Maintain access to all client systems, as assigned.
• Accept and resolve both English and Spanish speaking calls to the fullest
• Act as an effective team member.

Required Knowledge & Experience:

• High School Diploma or GED required.
• General office skills and knowledge of standard office equipment.
• Working knowledge of software such as Excel and Word.
• Data entry and 10 key experience necessary.
• Must be fluent in English and Spanish in both written and verbal communications.
• 1 or more years' experience in customer service
• Successful completion of pre-employment test by passing the Criteria Basic Skills test with a cumulative score of 25 or greater, Computer Literacy and Internet Knowledge test with a cumulative score of 20 or greater, and the Typing Test with a cumulative score of 25 or greater.
• Must have a REAL ID-compliant driver's license or identification card (ID) or an approved alternate form of ID including U.S. Passport (non-expired), U.S. Passport Card (non-expired), DHS Trusted Travel Card (Global Entry, NEXUS, SENTRI, FAST) (non-expired),US Department of Defense ID, including IDs issues to dependents (non-expired), Federally recognized Tribal issued ID (non-expired) for federal facility access and to obtain required security clearances.

Preferred Knowledge & Experience:

• 1 or more years' experience in a healthcare and/or call center position
• Successful completion of pre-employment test by passing the Criteria Basic Skills test with a cumulative score of 32 or greater.
• Excellent verbal and written 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.

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 Operations.

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.