VR Helpdesk Specialist

Job Locations US-VA-McLean
Requisition ID 2020-57667
Posted Date
1 month ago(10/20/2020 11:23 AM)
# of Openings
Job Function
Job Schedule
Regular Full-Time

Essential Duties
- Spends assigned amount of time (7 hours per day) on the toll-free customer service line answering inquiries from VRs and service providers regarding VR cost reimbursement payments and other VR issues, including research and problem-solving payment concerns, and documenting appropriately.
- The position requires VR Cost Reimbursement Program and Ticket Program and policy information knowledge including the ability to articulate the information to entities in a confident and courteous manner.
- Assist in performing In-Line Reviews of CR claims processed by VR SPS Payments staff and provides feedback to Supervisor on trends identified
- Ability to assist VR agencies with Ticket Portal access issues and assist portal users in navigating SSA’s Ticket Portal.
- Strong background in VR CR payment, and support strategies that tie in to continued employment support to produce the next level payment.
- Ability to research payment claim history within iTOPSS (Vocational Rehabilitation Reimbursement Management System – VRRMS), or other data sources as needed. Ability to obtain information from other sources if/when appropriate.
- Strong analytical and problem-solving skills with the ability to use data to meet VR needs.
- Strong customer service skills, including responding to service provider inquires promptly, handling and resolving payment issues in a timely manner. The ability if needed, to direct requests and unresolved issues to the designated resource with a sense of urgency. 
- Commitment to follow-up on all issues, to ensure no inquiries go unanswered.
- Actively participates in the use and maintenance of TPM’s Quality Management System. Supports the creation and implementation of internal systems, procedures, and processes to report and manage all tasks and functions efficiently.
- In coordination with other key departments, Systems and EN Development; stays current to ensure member organizations are well informed and up to date on all VR policy and regulation matters impacting effective and timely EN/VR operations.
- Assist as called upon in data collection on behalf of the client, where outreach is needed to proactively engage service providers.
- Performs other duties as assigned by management.
- High School Diploma or GED, Associate degree highly preferred;
- Excellent interpersonal, written and oral communication skills. The ability to effectively communicate, always listen and maintain a friendly and professional manner, including remaining courteous when dealing with difficult service providers. 
- Three or more years previous experience in customer service, claims processing or bookkeeping; strong analytical skills; strong database and PC applications experience (MS Office);
- Strong problem-solving skills; strong attention to detail; mathematical and spreadsheet/accounting skills; strong organizational skills
- Must be detail-oriented and demonstrate the ability to perform comfortably in a fast-paced, deadline-oriented work environment;
- Ability to execute many complex tasks simultaneously; ability to work as a team member.

Job Description Summary


Essential Duties and Responsibilities:
- Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.
- Follow procedures and directions to assess the quality of service provided through monitoring incoming calls and other work types which focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures.
- Conduct call monitoring sessions to ensure workers are performing in accordance with established quality and performance standards.
- Provide feedback on call monitoring results.
- Evaluate recorded and/or transcribed interactions of a complex nature between the caller/chatter/correspondent and the worker, and provide appropriate context of ratings.

Minimum Requirements:
- High School diploma or equivalent with 1-3 years of experience.
- May have training or education in area of specialization.

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


EEO Statement: 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’re 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.


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