inTransition Customer Service Representative

Overview:

The Defense Health Agency Psychological Center of Excellence (PHCoE) inTransition program is a critical program that provides assistance to transitioning service members or veterans who are currently receiving psychological health care (i.e., mental health care or behavioral health care) and wish to receive care at a new destination or with a new provider in their same location, or wish to initiate psychological health care for the first time.

This toll-free call support center program operates 24 hours a day, 7 days a week, and 365 days per year (24/7/365). Additionally, this call support center is staffed by professionals who are trained and licensed to provide mental health care to bridge the transitional knowledge gap between identification and receipt of psychological health care services for a broad range of users, including Active-Duty Service Members, Reserve Component Service Members, National Guard, Coast Guard, and Veterans and their families.

Government Reporting: Direct

Education and Experience

Required:

• A minimum of one year of experience in a medical/hospital call center.
• A minimum of one year experience in triage, care management, motivational interviewing, and crisis counseling.
• Fluent in English and/or Spanish, both oral and written.
• Ability to handle inquiries and requests in a courteous and professional manner.
• Ability to listen to and empathize with Service members, Veterans, and others and acknowledge their concerns.
• Ability to gather information to determine a Service member, Veteran, or family member’s needs, as well as apply problem-solving skills, and resolve the inquiry/request effectively.
• Ability to communicate information clearly, accurately, and completely.
• Ability to record all pertinent information accurately and efficiently.
• Ability to handle crisis and abusive calls in a professional and effective manner.

Preferred:

• High School Diploma or equivalent
• Experience working with those in the Veteran community
• Ability to work under pressure
• Ability to handle multiple tasks simultaneously, such as listening to a customer while navigating systems or typing notes

Key Competencies

Communication Skills

Excellent communication skills to explain complex issues clearly; Ability to de-escalate situations and deliver excellent customer service under pressure

Empathy / Customer Service

Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position

Organizational Skills

Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented

Multi-Tasking / Time Management

Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment

High Intensity Environment

Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow

Technical Skills

Proficient data entry skills; Ability to resolve problems involving more complex concepts, policies, and procedures

Problem Solving / Analysis

Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues

Working Conditions:

• Ability to cover any work shift as required.
• Works within a standard remote environment
• Extensive work utilizing a computer with prolonged sitting and possibly wearing a headset

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to sit.
• Continually required to utilize hand and finger dexterity.
• Frequently required to talk or hear.
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.

Revelations is committed to providing equal employment opportunity to all employees and applicants. Employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, sexual orientation, gender identity or expression), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by federal, state, or local law. This policy applies to all aspects of employment, including recruitment, hiring, compensation, promotion, training, discipline, and termination.

This job description indicates the general nature and levels of work expected of the incumbents. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or competencies required of an incumbent. Incumbents may be asked to perform other duties as required.