MAXIMUS

International Call Center Agent, VES

Job Locations US-Remote
Requisition ID 2022-81365
Posted Date
3 weeks ago(11/4/2022 10:09 AM)
# of Openings
3
Job Function
Call Center Operations
Job Schedule
Regular Full-Time

Job Introduction

The Customer Service Representatives supporting the Veterans Evaluation Services (VES) administered by Maximus, make an impact everyday by screening all overseas incoming VES calls, to facilitate effective and timely communication with veterans, service members and providers regarding VES exams. 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.

 

 

 

Job Description Summary

International Communication center agents are responsible for screening all overseas incoming VES calls, to facilitate effective and timely communication with veterans, service members and providers regarding VES exams. Research VBMS when needed to locate updated contact information for INTL Communications.

 Spanish/English bilingual fluency desired

Job Summary

Essential Duties and 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.
- Research VBMS files for updated contact information for INTL Communications and for any relevant diagnostics that may be in the file.
- 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 while still offering good customer service.
- Maintain all emails and respond efficiently.
- Other duties as assigned.

Knowledge/Skills/Abilities:
- Ability to work in a high paced environment;
- Ability to multitask efficiently;
- Knowledge of VA C&P exams preferred;
- 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;
- Customer service skills;
- Ability to maintain high level of confidentiality and sensitivity to personal and medical information.

Minimum Qualifications:
- High School Diploma or GED required.
- Some College preferred.

Education and Experience Requirements

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
  • Previous customer service experience
  • Ability to work in a high paced environment
  • Ability to multitask efficiently
  • Knowledge of VA C&P exams preferred
  • 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
  • Spanish/English bilingual fluency

 

Home Office Requirements

  • Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net)
  • Preferred Windows or Mac (no Chromebooks)
    • 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

#VESpriority

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 https://www.maximus.com.

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.

EEO Statement

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.

Pay Transparency

Maximus compensation is based on various factors including but not limited to a candidate’s education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus’s total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation shall be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.

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