VA-CCN Onboarding Specialist

Description & Requirements

Maximus is seeking a VA-CCN Onboarding Specialist.

The Onboarding Specialist is responsible for the support of a Veteran's healthcare, call center project .

This role will have responsibility to manage the onboarding process from recruitment to operations and develop comprehensive programs, conduct orientation sessions and provide support to departments across the project, ensuring a smooth transition for new hires.

This role is a fully remote role within the Continental US.

Essential Duties and Responsibilities:

- Provide staff mentoring and coaching on an ongoing basis to help ensure staff members are meeting individual performance standards including confidentiality and security of information and program metrics.

- Monitor performance and systems documentation.

- Ensure compliance with all applicable requirements of the contract, State and Federal regulations.

- Evaluate staff performance and conduct annual evaluations.

- Attend supervisor meetings and conduct unit meetings.

- Follow up on customer complaints and escalated matters.

- Review and analyze reports and discover root cause of issues.

- Assure the project is in compliance with Maximus standards and procedures.

- Assist in the creation and implementation of innovative methodologies to improve customer service and overall operations.

- Interface with project leadership to coordinate direction of the project's client to ensure proper implementation and follow up.

- Work with the leadership to develop and monitor performance goals and objectives for all staff.

- Deliver staff training on an ongoing basis covering topics such as protocols, customer service skills, program information, use of CRM and application systems, performance results obtained through quality assurance monitoring, and other areas as appropriate.

- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
- Comply with all company required policies, procedures and processes including but not limited to required training.

- Establish and communicate the training methodologies to participants.

- Ensure that staff is provided with up-to-date knowledge of all applicable programs associated with the program.

- Evaluate subordinates' job performance and recommend appropriate personnel action.

- Discuss job performance concerns with subordinates to identify causes and issues and works closely with the Human Resources department on resolving problems.

- Identify training needs and development opportunities for subordinates.

Essential Duties and Responsibilities:

- Participate in the onboarding of new CSRs to the project from recruitment planning to successful launch into production.

- Work with project leadership to organize recruitment, conduct interviews and make hiring recommendations.

- Communicate with newly hired CSRs between job offer and start of new hire class to drive engagement and retention.

- Cond...