Support Navigator - DC

Leidos • Washington DC, DC

3d • Remote

About The Position

The Leidos Health and Services Sector has an opening for a Support Navigator to work on site in Washington, D.C., supporting 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 offers a broad array of information, resources, education, referrals, and counseling to approximately 4.7 million participants globally, including military service members, their families, and eligible civilians. The program acts as a comprehensive support system, and the Support Navigator serves as a critical link to ensure participants receive essential resources and support for military readiness and family well-being. This role involves providing comprehensive wrap-around follow-up to participants via phone, chat, and email. Key responsibilities include ensuring timely appointments for non-medical counseling services, acting as a liaison between various internal and external entities to coordinate services, and delivering exceptional customer service through personalized connections to 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.
• 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

• Knowledge and understanding of military lifestyle and culture preferred.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees