Customer Service Agent Specialist - (RHRP) - 12 p.m.- 830 p.m.

Company: QTC Management, Inc.
Location: San Antonio
Posted on: September 15, 2021

Job Description:

Job Summary:

Responsible for answering, processing, and documenting all calls and electronic correspondence from military service members and military representatives. Duties include screening military medical forms for accuracy and thoroughness, identifying required medical, dental, and behavioral health procedures, then scheduling individual in-clinic, group, or telephonic appointments. Serves as the face of the organization through interactions with service members, delivering exceptional customer service at all touch points.

Essential Duties and Responsibilities:

• Provide customer service to all Service Members regarding medical services
• Responsible for scheduling Service Member medical and/or dental services in-clinic or offsite
• Investigate and resolve customer inquiries
• Collect, analyze and summarize client data in support of continuous improvement
• Investigate issues with management to assist in trend identification
• Interface with operational departments to ensure customer requirements are met
• Perform other duties and responsibilities as assigned
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Competencies:

• Ability to communicate complex or technical information
• Excellent customer service skills
• Strong knowledge of MS Office and ability to learn new software quickly
• Ability to work in a fast-paced environment and adapt to change
• Strong organization and planning skills
• Self-motivated and able to work independently
• Knowledge of nursing and medical practices and procedures

Education and/or Experience: (includes certificate & licenses)

• High School Diploma, or equivalent GED required, graduate from an accredited school of nursing preferred
• Minimum 3 years of relevant experience
• Licensed Vocational Nurse (LVN), or equivalent to military specialist (Medic, Corpsman, Pararescue, Health Services Technician, etc.) with direct verifiable patient care
• Must be able to successfully pass contractually required Federal background check
• Contract requires U.S. Citizenship and ability to obtain a DoD Common Access Card (CAC)

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

Experience

• 3 year(s): Licensed Vocational Nurse (LVN), or equivalent to military specialist (Medic, Corpsman, Pararescue, Health Services Technician, etc.) with direct verifiable patient care.
• 3 year(s): Relevant experience

Education

• GED or better
• High School Diploma or better

Licenses & Certifications

• Licensed Vocational Nurse

Skills

• Written Communication
• Verbal Communication
• Professionalism
• Multi-line phone
• MS Office
• Interpersonal
• Electronic Medical Records
• Customer Service
• Computer Literacy

Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest
• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Self-Starter: Inspired to perform without outside help
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: QTC Management, Inc., San Antonio , Customer Service Agent Specialist - (RHRP) - 12 p.m.- 830 p.m., Other , San Antonio, Texas