Help Desk Center Representative III

Act for Health • Oak Ridge, TN

2d

About The Position

The Help Desk Center Representative III answers inbound calls and makes outbound calls to known prospects to provide help and advice. The position is highly consultative and focuses on customer service, customer experience, and customer satisfaction. It involves supporting seniors, requiring empathy and patience while maintaining control of conversations.

The representative helps former workers navigate the Energy Employees Occupational Illness Compensation Program Act (EEOICPA) and the Radiation Exposure Compensation Act (RECA) to pursue financial and worker benefits. The role also includes assessing eligibility for a DOL White Card, explaining and applying benefit-program policies and procedures, connecting clients with community resources and advocates, and helping resolve barriers to accessing benefits.

Requirements

• High school diploma or GED.
• At least two years of customer service experience; healthcare setting experience preferred.
• At least three years of outbound calling sales experience.
• Advanced knowledge of EEOICPA and RECA.
• Excellent customer service skills.
• Excellent verbal communication skills and proper phone etiquette.
• Data-entry skills.
• Attention to detail.
• Ability to maintain professionalism in any situation.
• Ability to multitask.
• Strong empathy and patience when working with seniors, while maintaining control of conversations.

Nice To Haves

• Customer service experience in a healthcare setting.

Responsibilities

• Answer inbound calls and make outbound calls to obtain client information and provide help and advice.
• Assist former workers in navigating EEOICPA and RECA programs to obtain financial and worker benefits.
• Assess clients’ needs and circumstances to determine eligibility for a DOL White Card.
• Interpret and apply established policies, procedures, and guidelines related to benefit programs.
• Connect former workers with relevant community resources and support services, including the EEA, advocates, attorneys, and local field representatives when needed.
• Advocate for former workers when necessary to help resolve issues and overcome barriers to accessing benefits.
• Provide benefits assistance and counsel workers during the EEOICPA claims process.
• Meet or exceed referral targets from inbound and outbound calls.
• Determine whether further customer contact is required by comparing client information with program eligibility requirements.
• Guide customers on navigating government programs to obtain financial and health benefits.
• Assist with marketing events as needed.
• Participate in special projects as needed.
• Participate in onboarding and training new representatives.
• Look up White Card Case IDs on the OWCP website.
• Refer former workers to advocates.
• Perform team lead functions when needed.
• Consistently exceed OHC metrics and quality assurance expectations.
• Coach other OHC representatives as needed.
• Maintain quality results by adhering to standards and guidelines and recommending improved procedures.
• Perform other duties as assigned.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• Company-paid short-term disability
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Paid time off
• Voluntary benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED