ChampVA PEC Representative - Bilingual
Remote
Full Time
Entry Level
Position will close 12/24 @ 12pm CST
POSITION PURPOSE
The Associate will serve as the primary resource to assist and answer incoming calls from bilingual Spanish-speaking providers and/or Veterans who require assistance regarding ChampVA Claims with the primary goals of first call resolution and provider satisfaction.
ORGANIZATION
This position reports to the designated Operations Manager for Principle Choice Solutions (PCS).
ESSENTIAL FUNCTIONS
KNOWLEDGE & EXPERIENCE
MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.
PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 20 pounds. Must be able to talk, listen, and speak clearly on the telephone.
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. Periodic times working at the office site may be required.
NACi or higher-level security clearance to support government (DoD, VA, etc.) assignments is required. Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.
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.
PRINCIPLE CHOICE SOLUTIONS
ChampVA PEC Representative - Bilingual
ChampVA PEC Representative - Bilingual
POSITION PURPOSE
The Associate will serve as the primary resource to assist and answer incoming calls from bilingual Spanish-speaking providers and/or Veterans who require assistance regarding ChampVA Claims with the primary goals of first call resolution and provider satisfaction.
ORGANIZATION
This position reports to the designated Operations Manager for Principle Choice Solutions (PCS).
ESSENTIAL FUNCTIONS
- Act as a primary contact for bilingual Spanish-speaking callers, providing assistance and resolving inquiries verbally in both Spanish and/or English to ensure effective communication and provider satisfaction.
- Conduct every transaction with customer-focused, courteous approach that will ensure first call resolution and achieve customer satisfaction scores of 90% or higher.
- Research and evaluate accounts for proper adjudication.
- Utilize internal and external provided systems.
- Document call activity into VA systems.
- Maintain a working knowledge of applicable VA regulations as they relate to proper claims adjudication.
- Maintain access for all required systems, as assigned.
- Acts as an effective team member
- Perform all other duties as assigned.
KNOWLEDGE & EXPERIENCE
- High school diploma or equivalent required.
- Bilingual Fluency required to effectively assist and communicate with Spanish speaking providers and Veterans.
- Preferred 1-2 years’ experience in customer service.
- General office skills and knowledge of standard office equipment
- Working knowledge of software such as Excel, Word, Outlook and Microsoft Teams.
- 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.
- Must be a U.S. citizen; work sponsorship is not available.
MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.
PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 20 pounds. Must be able to talk, listen, and speak clearly on the telephone.
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. Periodic times working at the office site may be required.
NACi or higher-level security clearance to support government (DoD, VA, etc.) assignments is required. Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.
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.
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