-
Description & Requirements
*Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
* Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job
duties
* Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
* Use computerized system for tracking, information gathering, and/or troubleshooting
* Support Contact Center expectations as well as departmental and corporate policies and procedures
* Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
* Assist with Credit Bureau Requests utilizing established processes and procedures
* Refer escalated calls or inquiries to appropriate levels as needed
Minimum Requirements:
* Hours Of Operation: Monday (8am-9pm ET); Tuesday/Wednesday (8am-8pm ET); Thursday/Friday (8am=6pm ET) - Must be willing to work any schedule within these hours.
* High School diploma or GED equivalent required
* Minimum six (6) months customer service or administrative or call center experience required
* Must be able to speak, read, and write in English fluently
* Basic math and PC skills including MS Office applications required
* Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
* Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
* Regular and predictable attendance is required
* Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
Additional Requirements as per Contract/Client:
* Must reside in the U.S.
and be a U.S.
citizen
* Must be able to pass a criminal background check
* May be required to work scheduled holidays, overtime, and weekends
* Must be able to effectively read a prepared / written script out loud
* Must reside within an Hour of Jacksonville, FL.
* Must be able to go on site to pick up equipment once your Federal Background is cleared.
*Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
Final suitability determination is the sole discretion of the Department of Education.
Home Office Requirements:
* Internet speed internet of 25 mbps or higher required (you can test this by going to www.speedtest.net)
* Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
* Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source
Essential Duties and Responsibilities:
- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.
telephone, emails, web chats, or written letters)...
....Read more...
Type: Permanent Location: Fort Smith, US-AR
Salary / Rate: 17.2
Posted: 2024-08-09 08:20:40
-
Description & Requirements
*Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
* Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job
duties
* Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
* Use computerized system for tracking, information gathering, and/or troubleshooting
* Support Contact Center expectations as well as departmental and corporate policies and procedures
* Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
* Assist with Credit Bureau Requests utilizing established processes and procedures
* Refer escalated calls or inquiries to appropriate levels as needed
Minimum Requirements:
* Hours Of Operation: Monday (8am-9pm ET); Tuesday/Wednesday (8am-8pm ET); Thursday/Friday (8am=6pm ET) - Must be willing to work any schedule within these hours.
* High School diploma or GED equivalent required
* Minimum six (6) months customer service or administrative or call center experience required
* Must be able to speak, read, and write in English fluently
* Basic math and PC skills including MS Office applications required
* Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
* Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
* Regular and predictable attendance is required
* Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
Additional Requirements as per Contract/Client:
* Must reside in the U.S.
and be a U.S.
citizen
* Must be able to pass a criminal background check
* May be required to work scheduled holidays, overtime, and weekends
* Must be able to effectively read a prepared / written script out loud
* Must reside within an Hour of Jacksonville, FL.
* Must be able to go on site to pick up equipment once your Federal Background is cleared.
*Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
Final suitability determination is the sole discretion of the Department of Education.
Home Office Requirements:
* Internet speed internet of 25 mbps or higher required (you can test this by going to www.speedtest.net)
* Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
* Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source
Essential Duties and Responsibilities:
- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.
telephone, emails, web chats, or written letters)...
....Read more...
Type: Permanent Location: Phoenix, US-AZ
Salary / Rate: 17.2
Posted: 2024-08-09 08:20:40
-
Description & Requirements
*Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
* Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job
duties
* Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
* Use computerized system for tracking, information gathering, and/or troubleshooting
* Support Contact Center expectations as well as departmental and corporate policies and procedures
* Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
* Assist with Credit Bureau Requests utilizing established processes and procedures
* Refer escalated calls or inquiries to appropriate levels as needed
Minimum Requirements:
* Hours Of Operation: Monday (8am-9pm ET); Tuesday/Wednesday (8am-8pm ET); Thursday/Friday (8am=6pm ET) - Must be willing to work any schedule within these hours.
* High School diploma or GED equivalent required
* Minimum six (6) months customer service or administrative or call center experience required
* Must be able to speak, read, and write in English fluently
* Basic math and PC skills including MS Office applications required
* Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
* Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
* Regular and predictable attendance is required
* Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
Additional Requirements as per Contract/Client:
* Must reside in the U.S.
and be a U.S.
citizen
* Must be able to pass a criminal background check
* May be required to work scheduled holidays, overtime, and weekends
* Must be able to effectively read a prepared / written script out loud
* Must reside within an Hour of Jacksonville, FL.
* Must be able to go on site to pick up equipment once your Federal Background is cleared.
*Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
Final suitability determination is the sole discretion of the Department of Education.
Home Office Requirements:
* Internet speed internet of 25 mbps or higher required (you can test this by going to www.speedtest.net)
* Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
* Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source
Essential Duties and Responsibilities:
- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.
telephone, emails, web chats, or written letters)...
....Read more...
Type: Permanent Location: Birmingham, US-AL
Salary / Rate: 17.2
Posted: 2024-08-09 08:20:39
-
Description & Requirements
*Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
* Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job
duties
* Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
* Use computerized system for tracking, information gathering, and/or troubleshooting
* Support Contact Center expectations as well as departmental and corporate policies and procedures
* Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
* Assist with Credit Bureau Requests utilizing established processes and procedures
* Refer escalated calls or inquiries to appropriate levels as needed
Minimum Requirements:
* Hours Of Operation: Monday (8am-9pm ET); Tuesday/Wednesday (8am-8pm ET); Thursday/Friday (8am=6pm ET) - Must be willing to work any schedule within these hours.
* High School diploma or GED equivalent required
* Minimum six (6) months customer service or administrative or call center experience required
* Must be able to speak, read, and write in English fluently
* Basic math and PC skills including MS Office applications required
* Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
* Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
* Regular and predictable attendance is required
* Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
Additional Requirements as per Contract/Client:
* Must reside in the U.S.
and be a U.S.
citizen
* Must be able to pass a criminal background check
* May be required to work scheduled holidays, overtime, and weekends
* Must be able to effectively read a prepared / written script out loud
* Must reside within an Hour of Jacksonville, FL.
* Must be able to go on site to pick up equipment once your Federal Background is cleared.
*Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
Final suitability determination is the sole discretion of the Department of Education.
Home Office Requirements:
* Internet speed internet of 25 mbps or higher required (you can test this by going to www.speedtest.net)
* Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
* Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source
Essential Duties and Responsibilities:
- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.
telephone, emails, web chats, or written letters)...
....Read more...
Type: Permanent Location: Mobile, US-AL
Salary / Rate: 17.2
Posted: 2024-08-09 08:20:39
-
Description & Requirements
*Respond to incoming calls, e-mails or chats and make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
* Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job
duties
* Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests
* Use computerized system for tracking, information gathering, and/or troubleshooting
* Support Contact Center expectations as well as departmental and corporate policies and procedures
* Maintain regular use of the feedback tool to give and receive constructive feedback on call quality and department tasks
* Assist with Credit Bureau Requests utilizing established processes and procedures
* Refer escalated calls or inquiries to appropriate levels as needed
Minimum Requirements:
* Hours Of Operation: Monday (8am-9pm ET); Tuesday/Wednesday (8am-8pm ET); Thursday/Friday (8am=6pm ET) - Must be willing to work any schedule within these hours.
* High School diploma or GED equivalent required
* Minimum six (6) months customer service or administrative or call center experience required
* Must be able to speak, read, and write in English fluently
* Basic math and PC skills including MS Office applications required
* Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks
* Applicant will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training
* Regular and predictable attendance is required
* Available to support all FSA programs via reassignment between programs (moving from one program to another), as needed
Additional Requirements as per Contract/Client:
* Must reside in the U.S.
and be a U.S.
citizen
* Must be able to pass a criminal background check
* May be required to work scheduled holidays, overtime, and weekends
* Must be able to effectively read a prepared / written script out loud
* Must reside within an Hour of Jacksonville, FL.
* Must be able to go on site to pick up equipment once your Federal Background is cleared.
*Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
Final suitability determination is the sole discretion of the Department of Education.
Home Office Requirements:
* Internet speed internet of 25 mbps or higher required (you can test this by going to www.speedtest.net)
* Hardwired internet (ethernet) connection router, cannot connect via Wi-Fi
* Must have a personal desktop or laptop computer to use for the first few weeks of training with a private work area and adequate power source
Essential Duties and Responsibilities:
- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.
telephone, emails, web chats, or written letters)...
....Read more...
Type: Permanent Location: Montgomery, US-AL
Salary / Rate: 17.2
Posted: 2024-08-09 08:20:38
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Seattle, US-WA
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:36
-
Account Executive - California
Intertek's People Assurance teams empower your workforce to identify and close operational gaps and mitigate risk by assuring smart actions across your organization, is actively seeking an Account Executive to join our Wisetail team in California.
This is a fantastic opportunity to grow a versatile career in SaaS sales.
What are we looking for?
As our California Account Executive, your primary goal is to generate new business.
With an innovative and strategic approach to every opportunity you're able to consistently meet quota, building your pipeline through outbound prospecting and managing inbound leads.
To be a successful Account Executive, you should be driven to achieve your sales goals and possess excellent sales and customer service skills.
About the Wisetail Team
Intertek Wisetail provides a custom branded training and communication platform built to engage today's workforce with a complete learning management system, giving customers the tools to grow their passionate workforce.
Our software gives millions of users the chance to learn and develop in an engaging environment and our platform is crafted to meet the unique needs and challenges in today's workplace.
That's why so many of today's leading brands-including Shake Shack, Cheesecake Factory, Einstein Bros, and many more-use Wisetail's LMS every day.
We hire collaborative, ambitious, and humble people.
We provide benefits and tailored career paths needed to develop both personally and professionally.
Our team is committed to working toward the common goal of powering great places to work, which in turn holds us accountable to making ours the best it can be.
Job Title: Account Executive
Location: California
What you'll do:
* Manage all technical aspects of the sales process including product demonstrations, needs assessments, and value propositions
* Respond to RFIs, RFPs, and RFQs
* Generate and fill the pipeline with new high-quality leads and deals
* Develop and qualify deals, generate leads, and manage deal closure, including cold calling, working closely with the Marketing team, and cultivating existing leads
* Articulate and communicate the Wisetail value proposition to mid and c-level decision makers
* Accurately forecast and manage pipeline on a monthly and quarterly basis
* Ensure accurate and up to date records of all deals are maintained in the CRM system
* Ensure 100% customer satisfaction with all respective customers.
Maintain professional internal and external relationships that meet our core values and align with our culture
What it takes to be successful in this role:
* Reside in California
* Minimum of 3 years inside sales experience.
* At least one year of experience selling SaaS products.
* BA/BS Degree
* Proven success in penetrating new markets and closing new business
* Consistent over-achievement of quota
* Technically adept, self-motivated, a...
....Read more...
Type: Permanent Location: Lake Forest, US-CA
Salary / Rate: Not Specified
Posted: 2024-08-09 08:20:35
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Eau Claire, US-WI
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:35
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Morgantown, US-WV
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:34
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Spokane, US-WA
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:34
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Charleston, US-WV
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:33
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Milwaukee, US-WI
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:33
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Rock Springs, US-WY
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:32
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Lubbock, US-TX
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:31
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Cheyenne, US-WY
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:31
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: St. George, US-UT
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:30
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Burlington, US-VT
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:30
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Salt Lake City, US-UT
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:29
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Bennington, US-VT
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:29
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Richmond, US-VA
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:28
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Tysons, US-VA
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:28
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Dallas, US-TX
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:27
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Roanoke, US-VA
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:27
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
....Read more...
Type: Permanent Location: Columbia, US-SC
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:26
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.
To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Overview
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation in and support departmental and organizational quality initiatives and goals.
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.
- Assist with cont...
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Type: Permanent Location: Memphis, US-TN
Salary / Rate: 25.38
Posted: 2024-08-09 08:20:26
