Help Desk Center Representative III

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).

J-18808-Ljbffr