Help Desk Center Representative III

Act for Health, Inc; Oak Ridge (TN); On-site; USD 68,770,000 - 94,558,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Company Paid Short Term Disability

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Paid Time Off

Voluntary Benefits

Job summary

Professional Case Management (PCM) seeks a dedicated representative to answer inbound calls and perform outbound outreach, focusing on benefits navigation for former workers under EEOICPA/RECA. The role emphasizes empathy, patience, and consultative customer service to support clients through benefits processes.

The position engages with onboarding and training of new representatives, aims to exceed referral and QA metrics, and offers opportunities to assist with marketing events and special

Qualifications

• High school diploma or GED required.
• A minimum of two years’ customer service experience preferably in healthcare setting.
• 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

Responsibilities

• Assist former workers in navigating EEOICPA and RECA programs to obtain financial and worker benefits.
• Assess clients' needs and determine eligibility for a DOL White Card.
• Interpret and apply policies related to benefit programs.
• Connect former workers with community resources and support services.
• Advocate for former workers to resolve issues and access benefits.
• Obtain client information by outbound and inbound calls.
• Maintain quality results by adhering to standards and guidelines; suggest improved procedures.
• Provide Benefits Assistance and counsel workers during the EEOICPA claims process.
• Meet or exceed referral targets from inbound/outbound calls.
• Determine follow-up contact based on client information and program eligibility.
• Guide customers on navigating government programs for benefits.
• Assist with marketing events and special projects.
• Participate in onboarding/training of new representatives.
• Look up White Card Case IDs on OWCP Website.
• Refer Former Workers to Advocates.
• Perform Team Lead functions when needed.
• Coach other OHC representatives as needed.
• All other duties as assigned.

Skills

Customer service

Verbal communication

Empathy

Multi-tasking

Attention to detail

Professionalism

Data Entry

Outbound sales

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. At Professional Case Management (PCM), our mission drives us. We have a growing team of over 4,000 employees who are passionate about delivering care that enhances the quality of life of clients in the most healing of environments – the home. We believe that aligning genuine, caring team members with this purpose is life-changing for our clients, customers, and teammates alike. And it’s our goal to consistently stretch ourselves – and the organization – to ensure we’re always learning, growing, and elevating our standards of service. In everything we do, we share a strong set of core values: We Work As A Team, We Do The Right Thing, We Figure It Out, We Pursue Growth, and We Take Ownership. PCM has been an industry leader in delivering specialized in-home care and other services to clients for over 30 years. Our Home Care division is the nation’s premier Home Healthcare provider to former nuclear weapons and uranium workers, upholding the highest standards of care through accreditation by the Accreditation Commission of Health Care (ACHC).