Position Description Universal Inbound Agent (UIA) Location: Remote FSLA Status: Non-exempt Reports to: UIA Supervisor EEO Category: Administrative Support Worker
JOB SUMMARY: Provides outstanding customer service related to Veteran care through the Community Care Network (CCN) in a fast-paced contact center. Responds to inbound calls and chat messages regarding authorizations for medical and behavioral health care, provider status and availability, or claims payment and status. Accurately assesses caller requests, answers caller inquires and processes requests while focusing on first call resolution and/or appropriate call escalation protocols. May make outbound calls to schedule appointments based on Veteran or VA request. Resolves administrative eligibility discrepancies through account research and review.
EDUCATION & EXPERIENCE
RequiredKEY RESPONSIBILITIES
COMPETENCIES
Technical SkillsProficient data entry skills: Ability to meet daily call and chat requirements.
Team Building / Team PlayerInfluence the actions and opinions of others in a positive direction and build group commitment.
Organizational SkillsAbility to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.
Information ManagementAbility to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.
High Intensity EnvironmentAbility to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
Empathy / Customer ServiceCustomer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.
Coping / FlexibilityResiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
Computer LiteracyAbility to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.
Communication / People SkillsAbility to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.
Commitment to TaskAbility to conform to established policies and procedures; exhibit high motivation.
WORKING CONDITIONS
** This indicates the general nature and levels of work expected of the incumbents. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or competencies required of an incumbent. Incumbents may be asked to perform other duties as required . **
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