Customer Call Center Rep

Leidos QTC Health Services-posted 2 days ago

$18 - $21/Yr

Full-time • Entry Level

San Antonio, TX

5,001-10,000 employees

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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.

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.

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

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

Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

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