Help Desk Center Representative III

Professional Case Management (PCM) is hiring a Help Desk Center Representative III to support former workers through a consultative, customer-service centered help desk environment in Denver, CO (onsite). In this role, you will handle both inbound and outbound calls to provide guidance on key government programs and help clients move toward eligible financial and worker benefits.

This position focuses on assisting seniors and former workers with navigating the Energy Employees Occupational Illness Compensation Program Act (EEOICPA) and the Radiation Employee Compensation Act (RECA), while coordinating next steps, resources, and referrals when additional support is needed.

Responsibilities

• Assist former workers in navigating EEOICPA and RECA to obtain financial and worker benefits.
• Assess clients’ needs and circumstances to determine eligibility for a DOL White Card, and interpret/apply established policies, procedures, and guidelines.
• Connect former workers with relevant community resources and support services, including the EEA, Advocates, attorneys, and, when needed, local field representatives.
• Advocate when necessary to help clients resolve issues and overcome barriers to accessing benefits.
• Obtain client information by answering inbound telephone calls and making outbound calls to known prospects.
• Provide benefits assistance and counsel during the EEOICPA claims process.
• Meet or exceed referral targets from inbound and outbound calls.
• Determine whether further contact is required by comparing client information to different program eligibility requirements.
• Guide customers on navigating government programs to access financial and health benefits.
• Look up White Card Case IDs on the OWCP Website.
• Support operational quality by adhering to standards and guidelines, recommending improved procedures, and consistently meeting performance expectations.
• Assist with marketing events as needed and participate in special projects as needed.
• Participate in onboarding and training of new representatives; coach other OHC representatives as needed.
• Perform Team Lead functions when needed.
• Refer former workers to Advocates as appropriate.
• Complete all other duties as assigned.

Requirements

• High school diploma or GED required.
• Minimum of 3 years of outbound calling sales experience.
• Advanced knowledge of EEOICPA and RECA.
• Excellent customer service skills and excellent verbal communication skills with proper phone etiquette.
• Data entry experience, attention to detail, and professionalism in any situation.
• Ability to multi-task.
• A minimum of two years’ customer service experience, preferably in a healthcare setting.

Location

Denver, CO (onsite)

Compensation

The typical base pay range for this role is USD $24.00 - $33.00 per hour.

Benefits

• Medical, Dental, and Vision
• 401(k)
• Company Paid Short Term Disability
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Paid Time Off
• Voluntary Benefits