Support Navigator - DC

Leidos•Washington, DC

1d•Onsite

About The Position

Leidos Health and Services Sector currently has an opening for a Support Navigator – DC to work on site in Washington, D.C. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system. The Support Navigator – DC serves as the critical link in ensuring program participants receive essential resources and support that promote military readiness and family well-being. This role is responsible for providing comprehensive wrap-around follow-up to participants via phone, chat, and email. This role: Ensures that participants who request non-medical counseling services secure timely appointments with network providers. Acts as a liaison between internal departments, external resources, and network providers to coordinate services and facilitate seamless support. Delivers exceptional customer service to stakeholders and participants by providing white-glove, personalized connections to important information and resources.

Requirements

High school diploma or equivalent required.
Strong customer service skills and demonstrated knowledge of call center operations.
Strong typing skills and proficiency in electronic documentation and web-based research.
Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as electronic documentation systems.
Ability to multitask effectively in a fast-paced environment.
Strong organizational skills and attention to detail.
Knowledge and understanding of military lifestyle and culture preferred.
U.S. citizenship and fluency in English required.
Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.
Ability to maintain and retain suitability investigation and clearance as required.
Proficient in navigating electronic systems, computer programs, and virtual service platforms.
This position requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.

Nice To Haves

Military spouse, military affiliation, and/or experience in the military community is highly desirable.

Responsibilities

Provide comprehensive wrap-around follow-up support to participants via phone, chat, and email to ensure timely access to resources and services.
Coordinate non-medical counseling appointments and serve as liaison between participants, internal departments, external resources, and network providers to facilitate seamless service delivery.
Respond to participant inquiries in a 24/7 Call Center environment, ensuring high levels of customer satisfaction and appropriate resource linkages.
Navigate available resources to resolve participant concerns and provide accurate information and administrative support.
Gather and assess participant feedback to monitor satisfaction and identify opportunities for service improvement.
Document all participant interactions, activities, and case updates accurately within the case management system.
Assist participants with documentation and translation requests as needed.
Maintain required training and certification requirements.
Perform additional duties and special projects as assigned based on business needs.