Job Details

Call Center Representative








Oak Ridge, Tennessee, United States


Customer Service




TAD PGS, INC. is currently seeking a Call Center Representative for one of our clients in Oak Ridge, TN. *Must be able to obtain a Public Trust Clearance JOB SUMMARY: Respond to high-volume inbound telephone calls and requests for medical advice from military personnel and their families as part of the Defense Health Agency's Nurse Advice Line (NAL). JOB DUTIES/RESPONSIBILITIES: *Answer incoming telephone calls, verify patient's medical benefits eligibility and transfer to the on-call Nurse *Schedule follow up doctor's appointment as needed *Type detailed notes, including a summary of the circumstances and steps completed into a computer database *Follow all policies, procedures and regulations *Maintain compliance with all applicable laws SHIFT REQUIREMENTS: *Candidate must available for and willing to work in a high-call volume and fast-paced environment. Must also be flexible, willing to work assigned shift to maintain service availability 24x7x365 EDUCATION/EXPERIENCE REQUIREMENTS: *A valid High School diploma or GED and REQUIREMENTS: *Ability to demonstrate professionalism and the capacity to handle difficult end-user related issues *Ability to complete a two-week training class to learn how to successfully follow the policies and procedures of the program *Ability to multi-task: handle all in-bound calls while typing, talking and resolving the customer needs *Specific training and certification will be provided to comply with government security requirements and Health Insurance Portability and Accountability Act (HIPAA) *Has knowledge of commonly-used concepts, practices, and procedures within a particular field Relies on instructions and pre-established guidelines to perform the functions of the job DESIRED SKILLS: *Prior successful Call Center experience with high-call volume. *Bi-lingual in Spanish BACKGROUND INVESTIGATION: Candidate selected will be subject to a Public Trust / NACLC (National Agency Check with Local Agency Check and Credit) Government background investigation and must meet eligibility requirements for access to non-critical, sensitive information and/or facilities.