Customer Service Representative

Revelations

. Provide outstanding customer service related to Veteran care through the Community Care Network (CCN) in a fast-paced contact center .

Posted 10/15/2026full-timeRemote • Virginia • United StatesJunior💰 $17 - $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills in a fast-paced contact center environment, with a focus on Veteran care and compliance with HIPAA regulations. Proficient in managing multiple tasks, utilizing Microsoft Office products, and ensuring quality program compliance.

Highest-signal resume keywords

Customer Service ExperienceData Entry SkillsMicrosoft Office ProficiencyCall Volume ManagementHIPAA Compliance

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data EntryCall ManagementFirst-Call ResolutionAppointment SchedulingClaims Processing

Soft Skills

Critical ThinkingCommunicationMulti-taskingProblem Solving

Tools & Technologies

TriWest CRMVA HSRM SystemsMicrosoft WordMicrosoft OutlookInternet Applications

Industry Keywords

Veteran CareCommunity Care NetworkEligibility VerificationAdministrative DiscrepanciesPerformance Metrics

About the role

Key responsibilities & impact

Provide outstanding customer service related to Veteran care through the Community Care Network (CCN) in a fast-paced contact center
Respond to inbound calls and chat messages regarding authorizations for medical and behavioral health care, provider status and availability, claims payment and status
Assess caller requests, answer caller inquiries, process requests, and follow first-call-resolution or escalation protocols
Make outbound calls to schedule appointments based on Veteran or VA request
Resolve administrative eligibility discrepancies through account research and review
Manage multiple task lists according to directed timelines
Meet call volume, chat volume, schedule adherence, quality, Veteran appointment, and other production standards
Initiate and receive phone calls, chat messages, and emails from VA medical center staff and providers to answer claims, eligibility, benefit, and program questions
Facilitate Veteran appointment scheduling through outbound provider solicitation in select markets
Record preferences and track Veteran questions in TriWest CRM systems, Portal, and VA HSRM systems
Resolve VA and provider inquiries with a focus on first-call resolution
Protect patient health information and comply with HIPAA regulations
Document all communications involving Veteran and provider contacts
Use critical thinking and established processes to assure quality program compliance
Participate in cross training, employee development, and flexible assignments to meet business needs

Requirements

What you’ll need

High School diploma or GED
One year of experience in a customer service role with performance metrics
Experience using Microsoft Office products and the Internet
Ability to cover any work shift
Ability to work overtime, if needed
Proficient data entry skills
Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications
Ability to meet daily call and chat requirements
Regular and consistent attendance