Do you crave a career that truly makes an impact in people’s lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day.
Leidos QTC Health Services is seeking experienced Contact Center Representatives to act as service liaisons between our customers and internal operational staff, ensuring the delivery of exceptional service throughout all interactions. Responsibilities include but are not limited to handling customer inquiries and documenting all interactions. Representatives will provide callers with the highest level of customer service by identifying their specific needs and following outlined workflows to ensure complete and accurate handling.
Primary Responsibilities:
- Provide clients with the highest level of customer service by determining their specific needs, allowing for accurate and complete handling of their inquiry in alignment with outlined workflows.
- Follow outlined department specific and company-wide processes and operating procedures to ensure consistent and efficient interactions compliant with HIPAA and all other applicable requirements.
- Triage client inquiries to determine if routing to other operational teams or escalation to leadership is necessary to provide a timely and satisfactory resolution.
- Utilize and promote various tools and resources, including electronic communication services, online portals etc. to provide efficient and client friendly interaction.
- Accurately and completely document all client inquiries within the applicable case management system, in alignment with standard operating procedures.
- Demonstrate strong verbal and written communication skills, adapting messaging appropriately for various audiences including customers, peers, and leadership.
- Follow standardized workflows and procedures with strong comprehension skills and the ability to learn new systems, processes, and tasks quickly.
- Manage multiple priorities in a fast-paced environment, ensuring timely completion of business-critical and time-sensitive tasks.
- Operate effectively both independently and as part of a team, maintaining focus, accuracy, and attention to detail throughout daily responsibilities.
- Utilize multiple technologies and applications simultaneously, including call center systems, scheduling platforms, and Microsoft Office tools (Outlook, Word, Excel).
- Maintain high accuracy in data entry and documentation, ensuring completeness and compliance with operational standards.
- Work flexible schedules as needed, including weekends and holidays, to support operational demands.
- Complete any/all other duties as assigned to support business needs.
Required Qualifications:
- High School diploma, or equivalent (GED)
- Experience:
- Level 2: 1+ years of call center/scheduling experience ($17.75 - $19.30)
- Level 3: 3+ years of call center/scheduling experience ($19.31 - $21.34)
- Ability to work various shifts and hours to cover multiple times zones (including holidays)
- The ability to work as a team member as well as an individual contributor
- Ability to follow standardized process workflow on a daily basis
Preferred Qualifications:
- Previous healthcare call center experience preferred
- Ability to interact with all levels of staff
- Ability to effectively manage competing priorities in a fast-paced environment
- Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software and case management software) with an ability to learn new software quickly
- Excellent data entry and typing skills
Additional Information:
- Training: First 3 weeks: M-F 8am–4:30pm Central Standard Time (CST)
- Shift: (Note: Shift schedules may adjust based on business requirements)
- Monday - Friday: 10:00am - 6:30pm (CST)
- Monday - Friday: 11:00am - 7:30pm (CST)
- Monday - Friday: 1:30pm - 10:00pm (CST) -- comes with an extra $1 shift differential
- Saturday - Tuesday: 7:00am - 5:30pm (CST) -- comes with an extra $2 shift differential
- Wednesday - Saturday: 7:00am - 5:30pm (CST) -- comes with an extra $2 shift differential
- Probationary Period: Employment as a Customer Call Center Representative will include successful completion of a 90-day probationary period during which you will be given objectives to achieve. This timeframe lets you assess your readiness for the position as well as allows Leidos QTC Health Services to determine your ability to successfully perform the job. You will be provided objectives, documentation, training and performance feedback during the 90-day probationary period as part of your assimilation to the role. After successfully completing the 90-day probationary period, you will be considered a permanent employee
About Leidos QTC Health Services
Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information.
Compensation and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
