Job Information
Magellan Health Services Call Center Representative - Tier I Agent, Veterans Empowerment Organization - REMOTE in United States
This position is contingent on a contract award.
Provides high-quality customer service to callers, primarily veterans, contacting the Department of Veterans Affairs. Responsible for documenting call notes, evaluating customer needs, understanding call routing and escalation protocol. Utilizes resources provided for training to maintain a standard of service to customers.
Utilizes knowledge management tools to locate processes or information to assist customers.
Captures incoming phone numbers from telephony software. Telephony software will whisper the identity of the incoming phone line.
Utilizes approved standard caller greetings.
Engages in active listening with callers, applies top customer service techniques, and deploys action to resolve the caller's needs.
Utilizes the Customer Relationship Management (CRM) Tool to document and include details from the call.
Triage level of solution necessary to address customer’s need, evaluate if escalation is needed.
Determine if customer needs can be met during the call, if immediate referral to the right VA specialist is warranted or if intake and routing electronically is appropriate.
Coordinates and provides tele-interpreter services for callers needing assistance in another language.
Understand the roles of each Department of Veterans Affairs departments: designated VA specialist at the Veterans Crisis Line, National Call Center (NCC) for Homeless Veterans, Veterans Benefits Administration Education Call Center, Veterans Benefit Administration National Call Center (NCC), Veterans Health Administration Health Benefits, Eligibility and Enrollment, National Cemetery Administration Cemetery Scheduling, or the VA Hotline.
Warm transfers call, if appropriate, to designated Department of Veterans Affairs department.
All other duties as assigned.
Other Job Requirements
Responsibilities
1+ years of call center experience.
Communicate professionally in English, verbally and in writing.
Proficient in MS Office (Word, Excel, Outlook).
Must meet government security requirements for Magellan, Government background Tier 1 investigation, and drug testing.
General Job Information
Title
Call Center Representative - Tier I Agent, Veterans Empowerment Organization - REMOTE
Grade
17
Work Experience - Required
Call Center, Customer Service
Work Experience - Preferred
Education - Required
High School
Education - Preferred
License and Certifications - Required
License and Certifications - Preferred
Salary Range
Salary Minimum:
$31,175
Salary Maximum:
$46,765
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.
This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.
Magellan is the employer of choice for hard working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment. We value professional growth and development, total health and wellness, rewards and recognition as well as employee unity. Magellan is a place where you can thrive.
Magellan is committed to providing equal employment opportunities to employees and applicants for employment without regard to race, color, creed, religion, sex, gender identity and expression, sexual orientation, marital status, age, national origin, ancestry, citizenship, physical or mental disability, disabled veteran or veteran of the Vietnam Era status, or any other factors protected by law.
Magellan is committed to meeting applicable Federal labor and employment law posting requirements by providing necessary posters in a format which is easily accessible and conspicuous to all applicants. Copies of applicable posters are accessible by clicking here (https://www.magellanhealth.com/media/760295/mg-federal-contractors-applicant-english.pdf) .
Warning: Employment Scam
It has come to our attention that a false representative is contacting potential candidates and offering them work at home positions with Magellan Health. “Interviews” are conducted completely through email and the false job offer includes the promise of a check to be issued to the candidate for the purposes of setting up a home office.
Please know that Magellan Health does not interview any candidate through email, nor do we issue checks to candidates to set up home offices. All of our available positions are posted on legitimate job boards and our recruitment team directly contacts candidates should there be a fit.
If you suspect you are being contacted by a false representative of Magellan Health, please call 410-953-2911