SCA Customer Care Representative II

Remote

Full Time

Entry Level

Instant Teams is looking for anyone interested in becoming an SCA Customer Care Rep II for a team we are building that directly supports our military and their families! These are 100% remote, work-from-home opportunities. Remote Team Members (RTMs) will maintain the highest degree of confidentiality, sensitivity, compassion, and respect for service members and their families, ensure that the program remains free of any political bias, and ensure consistency of service regardless of installation, or any other factor.

Pay: $17/hour | 40 hours per week
Training Schedule: Monday - Friday | 8:30am - 5:00pm EST - training will last approximately 2 weeks
Post-Training Schedule: Shift will fall between 8am - 8pm EST (8 hours per day| 30 minute lunch)
Anticipated Start Date: 3/21/25

Day in the life:

Proactively resolve members' and/or providers questions and concerns
Guide members and providers with healthcare needs by explaining benefits, solving claim concerns, and helping find a doctor via telephone calls, online chats, or e-mails.
Create a seamless experience for our customers and resolve potential issues.
Respond to questions via telephone and written correspondence regarding insurance benefits, contracts, eligibility, and claims.
Make outbound calls via an autodialer to ensure that services delivered meet the requirements, needs, and expectations of the participant.
Provide participant feedback services. With the participant’s approval, RTMs shall obtain feedback after the initial non-medical counseling session and after case closure; utilizing a Government-provided feedback instrument to ensure a consistently high level of quality. Feedback opportunities shall be made to military members and their families in order to ensure that services delivered meet the requirements, needs, and expectations of the participant and to document outcomes and effectiveness of the non-medical counseling services. Approval to contact shall be obtained from the participant on their original contact or request for assistance. At the direction of VOFS, RTMs may be requested to utilize other additional feedback questions or instruments.

Must Haves:

Must be able to maintain KPIs set forth for this position
Must be familiar with military organizations, installations, and families
Excellent written and verbal communication skills
Must have a quiet and dedicated space to answer and make calls
High school diploma and 1 year of experience in customer service.
Or any combination of education and experience, which would provide an equivalent background.
Ability to work from home with internet access and a quiet and private workspace.
Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
Contingent upon successful completion of a background check and drug screening.

What's in it for you:

Equipment provided
100% remote
Health | Dental | Vision
401k
PTO
Long-term / Short-term Disability
Employee assistance program

Due to specific position requirements, we cannot hire from the following locations for this opportunity:

California
Flagstaff, AZ
Illinois
Massachusetts
Montana
New Hampshire
Rhode Island
Seatac, WA
Seattle, WA
Washington DC
Outside the Continental US (OCONUS)

* In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

________________________________________________________________________________

Notes

Other Duties

This is not necessarily a complete list of responsibilities, skills, duties, or requirements associated with the job. While this list is intended to be an accurate reflection of the current job, the Company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change, (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.)

EEO and Harassment Statement

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge.

About Us

As a customer experience (CX) marketplace, Instant Teams partners with nation's top brands and companies through a suite of talent solutions that range from building out remote support teams to identifying a direct hire - all by sourcing from their remarkable and diverse talent community. As a mission-centric company, they have a proven track record of generating thousands of remote job opportunities and have significantly improved the financial well-being of military families, generating over $40 million in economic impact.

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