-
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: Chicago, US-IL
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:31
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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: Dover, US-DE
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:30
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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: Tampa, US-FL
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:30
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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: Wilmington, US-DE
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:29
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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: Jacksonville, US-FL
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:29
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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: Miami, US-FL
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:28
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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: Hartford, US-CT
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:28
-
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: San Francisco, US-CA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:27
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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: Los Angeles, US-CA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:27
-
[Position Title]
Intertek PSI, is searching for an Geotechnical Engineering Project Manager to join our Building & Constructionteam in our Pittsburgh, PA office.
This is a fantastic opportunity to grow a versatile career in the architectural, engineering, and construction (A/E/C) industry!
The Geotechnical Engineering Project Manager is responsible for the following.
What you'll do:
* Proposal Opportunities and providing clients with firm qualifications, pricing and estimating
* Visiting Project sites to stake boring locations and to review the site conditions
* Overseeing projects to ensure budgets are managed
* Processing and classifying soil samples for further analysis
* Direct and execute geotechnical project assignments including, engineering analysis and report preparation, field exploration and laboratory services
* Works on one or multiple projects at a time
* Will perform on-site observations, sample collection, and specific tests associated with geotechnical investigations
* Attending Project Site meetings
* Communication with clients on the phone or via email
What it takes to be successful in this role:
* Bachelor's Degree in Civil Engineering or similar field from an accredited / ABET school required
* 3 years' of Civil and/or Geotechnical engineering experience required
* Prior experience writing geotechnical reports is required
* PE Registration is highly preferred, but not required
* Valid Driver's License and reliable driving record (required)
* Experience with performing soil classification.
* Experience with applicable software programs for developing geotechnical engineering reports preferred.
Willing to train if lacking experience.
Why work for Intertek-PSI?
Professional Service Industries, Inc.
(Intertek-PSI) is a leading US based provider of assurance, testing, inspection, and consulting solutions in civil and commercial construction.
Our broad service offering includes construction materials testing, geotechnical engineering, environmental consulting, industrial hygiene, and specialty testing.
Through these risk management and quality assurance services, we ensure the reliability, safety and performance of our client's new developments, existing assets, and facilities.
Intertek-PSI is a part of Intertek's Building and Construction division, a suite of Intertek brands that are industry leaders across multiple architecture, engineering, and construction disciplines, developing the most innovative product and project solutions.
Intertek is a leading global provider of Total Quality Assurance services for a multitude of industries.
Through a comprehensive network of over 1,000 laboratories and offices situated in over 100 countries, Intertek provides innovative and tailored Assurance, Testing, Inspection, and Certification (ATIC) solutions for its clients' operations and supply chains.
At Intertek, we exercise our spirit of innovation, ...
....Read more...
Type: Permanent Location: Pittsburgh, US-PA
Salary / Rate: Not Specified
Posted: 2024-08-09 08:19:26
-
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...
....Read more...
Type: Permanent Location: Denver, US-CO
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:26
-
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...
....Read more...
Type: Permanent Location: Colorado Springs, US-CO
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:25
-
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: Sacramento, US-CA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:25
-
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: Bridgeport, US-CT
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:24
-
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: San Diego, US-CA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:23
-
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: Fort Smith, US-AR
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:23
-
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: Mobile, US-AL
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:22
-
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: Little Rock, US-AR
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:21
-
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: Tucson, US-AZ
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:20
-
Description & Requirements
Maximus is currently seeking Correspondence Leads to support the Department of Education portfolio.
The Correspondence Lead is responsible for managing administration tasks and you may also lead other employees who would be responsible for following daily processes and predefined procedures regarding Federal Student Aid (FSA) Loan Servicing.
To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism
Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Perform repetitive clerical steps such as document verification, manage inbound and outbound routine calls, and greeting guests.
- Perform entry-level clerical duties requiring general knowledge and the application of various work methods and procedures.
- Provide administrative support to project and operations management, which may include identifying, anticipating, and meetings needs of all departments.
Essential Duties and Responsibilities:
• Provide written responses to inquiries that are accurate, grammatically correct, proper punctuation and address all the
borrowers' questions
• Maintain current understanding of the processing procedures to respond to a variety of inquiries
• Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid
• Complete form processing and sorting as needed
• Utilize databases and policy and procedure materials to look up and provide information to written inquiries
• Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
• Write, revise, and edit responses to all levels of inquiries regarding federal student loans including control mail inquiries
and Executive Issues (AWG and TOP Hearings) using standard language or original writing
• Use databases and written material to research and provide information in response to complex inquires
• Monitor the quality of written materials, provide feedback, and identify problems and additional training needs
• Continually look for and suggest process improvements which will benefit our customers (internal and external)
• Report operation problems and assist with resolutions
• Maintain appropriate documentation of written inquiries or correspondence tasks
• Provide assistance on escalated issues as needed
• Support high call volume days by taking inbound borrower phone calls
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 2-4 years of customer service or administrative or call center experience required
* Must be able to speak, read, and write in English flue...
....Read more...
Type: Permanent Location: Cheyenne, US-WY
Salary / Rate: 19.27
Posted: 2024-08-09 08:19:19
-
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: Phoenix, US-AZ
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:19
-
Description & Requirements
Maximus is currently seeking Correspondence Leads to support the Department of Education portfolio.
The Correspondence Lead is responsible for managing administration tasks and you may also lead other employees who would be responsible for following daily processes and predefined procedures regarding Federal Student Aid (FSA) Loan Servicing.
To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism
Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Perform repetitive clerical steps such as document verification, manage inbound and outbound routine calls, and greeting guests.
- Perform entry-level clerical duties requiring general knowledge and the application of various work methods and procedures.
- Provide administrative support to project and operations management, which may include identifying, anticipating, and meetings needs of all departments.
Essential Duties and Responsibilities:
• Provide written responses to inquiries that are accurate, grammatically correct, proper punctuation and address all the
borrowers' questions
• Maintain current understanding of the processing procedures to respond to a variety of inquiries
• Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid
• Complete form processing and sorting as needed
• Utilize databases and policy and procedure materials to look up and provide information to written inquiries
• Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
• Write, revise, and edit responses to all levels of inquiries regarding federal student loans including control mail inquiries
and Executive Issues (AWG and TOP Hearings) using standard language or original writing
• Use databases and written material to research and provide information in response to complex inquires
• Monitor the quality of written materials, provide feedback, and identify problems and additional training needs
• Continually look for and suggest process improvements which will benefit our customers (internal and external)
• Report operation problems and assist with resolutions
• Maintain appropriate documentation of written inquiries or correspondence tasks
• Provide assistance on escalated issues as needed
• Support high call volume days by taking inbound borrower phone calls
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 2-4 years of customer service or administrative or call center experience required
* Must be able to speak, read, and write in English flue...
....Read more...
Type: Permanent Location: Rock Springs, US-WY
Salary / Rate: 19.27
Posted: 2024-08-09 08:19:18
-
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: Birmingham, US-AL
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:18
-
Description & Requirements
Maximus is currently seeking Correspondence Leads to support the Department of Education portfolio.
The Correspondence Lead is responsible for managing administration tasks and you may also lead other employees who would be responsible for following daily processes and predefined procedures regarding Federal Student Aid (FSA) Loan Servicing.
To prepare you for this role, Maximus provides paid, comprehensive training which ensures our employees care for each caller with the highest levels of knowledge and professionalism
Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Perform repetitive clerical steps such as document verification, manage inbound and outbound routine calls, and greeting guests.
- Perform entry-level clerical duties requiring general knowledge and the application of various work methods and procedures.
- Provide administrative support to project and operations management, which may include identifying, anticipating, and meetings needs of all departments.
Essential Duties and Responsibilities:
• Provide written responses to inquiries that are accurate, grammatically correct, proper punctuation and address all the
borrowers' questions
• Maintain current understanding of the processing procedures to respond to a variety of inquiries
• Maintain up-to-date knowledge of Federal regulations and policies as they apply to student financial aid
• Complete form processing and sorting as needed
• Utilize databases and policy and procedure materials to look up and provide information to written inquiries
• Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
• Write, revise, and edit responses to all levels of inquiries regarding federal student loans including control mail inquiries
and Executive Issues (AWG and TOP Hearings) using standard language or original writing
• Use databases and written material to research and provide information in response to complex inquires
• Monitor the quality of written materials, provide feedback, and identify problems and additional training needs
• Continually look for and suggest process improvements which will benefit our customers (internal and external)
• Report operation problems and assist with resolutions
• Maintain appropriate documentation of written inquiries or correspondence tasks
• Provide assistance on escalated issues as needed
• Support high call volume days by taking inbound borrower phone calls
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 2-4 years of customer service or administrative or call center experience required
* Must be able to speak, read, and write in English flue...
....Read more...
Type: Permanent Location: Richmond, US-VA
Salary / Rate: 19.27
Posted: 2024-08-09 08:19:17
-
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: Montgomery, US-AL
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:17
