Customer Service Representative

Position Purpose:

The Associate will answer incoming calls from providers who require assistance regarding CHAMP VA or Non VA Care claims with the primary goals of first call resolution and provider satisfaction...

Organization:

This position reports to VA Provider Experience Manager

Essential Job Functions include the following. Other duties may be assigned.
? Conduct every transaction with a customer focused, courteous, approach that will ensure first call resolution and achieve provider satisfaction scores of 90% or higher
? Research and evaluate accounts for proper adjudication.
? The systems used include the VA Fee Basis Claims System (FBCS), VistA, and the Claims Processing & Eligibility (CP&E) system.
? Document call activity into VA systems.
? Maintain a working knowledge of applicable VA regulations as they relate to proper claims adjudication.
? Maintains access for all client systems, as assigned.
? Acts as an effective team member.
? Other duties as assigned

Knowledge & Experience:
? High School Diploma or GED required.
? Preferred 1-2 years' experience in customer service
? General office skills and knowledge of standard office equipment.
? Working knowledge of software such as Excel and Word.
? Data entry and 10 key experience necessary.
? Excellent verbal and written communication skills
? Personal traits of a high-level commitment, motivation, energy, team orientation, professionalism, trust, personal honesty and integrity, and a demonstration of placing others in a place of high value.

General Areas of Accountability:

Must conduct business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the company.

Security Requirements:

NACi or higher level security clearance to support government (DoD, VA, etc.) assignments may be required.

Machines and Equipment:

The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines.

Physical Activity:

The incumbent must be able to finger, grasp, feel, see, sit, hear, and speak. This position is sedentary in nature with minimal lifting requirements.

WORKING CONDITIONS:

The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required.

Remote Eligibility: This position is full-time remote eligible. Eligibility is determined by Management or Human Resources.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Approvals:

___________________________________ _________________________

Associate's Name Date

_____________________________________ __________________________

Supervisor's Name Date

______________________________________ __________________________

Human Resource APProval date

Requirements:

U.S. Citizenship is Required for All Positions

Work On All Positions Must Be Completed in the United States