Help Desk Center Representative III

Professional Case Management; Denver (CO); On-site; USD 33,000 - 45,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Job summary

Professional Case Management is seeking a customer-focused representative to handle inbound and outbound calls, guiding former workers through EEOICPA and RECA processes and connecting them with resources.

You will provide compassionate service, navigate benefits, and strive to meet referral targets while maintaining quality and accuracy in communications.

Qualifications

• High school diploma or GED required.
• 2+ years customer service experience, preferably in healthcare.
• 3+ years outbound calling sales experience.
• Advanced knowledge of EEOICPA and RECA.
• Excellent customer service skills.
• Excellent verbal communication; proper phone etiquette.
• Data Entry.
• Attention to detail.
• Maintains professionalism in any situation.
• Ability to multi-task.

Responsibilities

• Assist former workers in navigating EEOICPA and RECA programs to obtain benefits.
• Assess clients' needs and determine eligibility for a DOL White Card.
• Connect former workers with community resources and advocates.
• Advocate for former workers to resolve barriers to benefits access.
• Obtain client information via outbound and inbound calls.
• Maintain quality by adhering to standards and suggesting improvements.
• Provide Benefits Assistance and guidance during the EEOICPA claims process.
• Meet or exceed referral targets from calls.
• Determine additional outreach needed based on eligibility rules.
• Guide customers on navigating government programs for benefits.
• Assist with marketing events as needed.
• Participate in onboarding and training of new representatives.
• Look up White Card Case IDs on OWCP website.
• Refer to Advocates.
• Perform Team Lead duties when needed.
• Exceed OHC metrics and QA expectations.
• Coaching of other representatives.

Skills

Customer service

Verbal communication

Attention to detail

Multi-tasking

Data entry

Professional demeanor

Empathy

Outbound calling

Education

High school diploma or GED

Job description

Put your talents to work at PCM! Whether you work in our Home Care, Clinical Research, Impairments, or Catastrophic Care division, you will support our mission to deliver care and other services that enhance the quality of life of our clients. Be a part of our dynamic client-focused team and make a difference in your career!

Responsible for answering inbound calls and making outbound calls to known prospects with the intent to provide help and advice. The position works with seniors and must have strong empathy and patience while being able to maintain control of the conversation. The position is highly consultative with a focus on customer service, customer experience and customer satisfaction.

Qualifications

• High school diploma or GED required
• A minimum of two years’ customer service experience preferably in healthcare setting preferred.
• A minimum of 3 years of outbound calling sales experience
• Advanced knowledge of the Energy Employees Occupational Illness Compensation Program Act (EEOICPA) and the Radiation Employee Compensation Act (RECA).
• Excellent customer service skills
• Excellent verbal communication skills; showing proper phone etiquette.
• Data Entry
• Attention to detail
• Maintains professionalism in any situation
• Ability to multi-task

Essential Functions/Areas Of Accountability

• Assist former workers in navigating the Energy Employees Occupational Illness Compensation Program Act (EEOICPA) and the Radiation Employee Compensation Act (RECA) programs to obtain financial and worker benefits.
• Assess clients' needs and circumstances to determine their 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, such as the EEA, Advocates, attorneys, and, when needed, local field representatives.
• When necessary, advocate for Former Workers, helping them resolve issues and overcome barriers to accessing benefits.
• Obtain client information by making outbound calls and answering inbound telephone calls.
• Maintain quality results by adhering to standards and guidelines, recommending improved procedures.
• Provide Benefits Assistance and council workers during the EEOICPA claims process
• Meet or exceed referral targets from inbound and outbound calls
• Determine further contact required to the customer by comparing client information to different program eligibility requirements.
• Help guide customers on ways to navigate certain government programs to obtain financial and health benefits.
• Assist with marketing events as needed.
• Participate in special projects as needed.
• Actively participates in Onboarding and Training of New Representatives.
• Ability to Look up White Card Case ID’s on the OWCP Website.
• Refer Former Workers Advocates.
• Perform Team Lead functions when needed.
• Meet or exceed referral targets from inbound and outbound calls.
• Consistently Exceeds OHC Metrics and QA Expectations.
• Coach other OHC representatives as needed.
• All other duties as assigned.

The typical base pay range for this role is USD $24.00 - $33.00 Hourly.

Individual base pay depends on various factors, in addition to primary work location, complexity and responsibility of role, job duties/requirements, and relevant experience, skills and other market-based factors.

Available Benefits Include

• Medical
• Dental
• Vision
• 401(k)
• Company Paid Short Term Disability
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Paid Time Off
• Voluntary Benefits

Professional Case Management is an Equal Opportunity Employer.