Would you like to work for a company that helps Veterans every day? Here’s your chance…

Leidos QTC Health Services is hiring for a Veterans Service Advocate . This position is fully REMOTE.

Make a direct impact!

Who is Leidos QTC Health Services?

Leidos QTC Health Services collaborates closely with government and nongovernment customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information

What part would you play in this role?

Under minimal supervision, the Customer Experience (‘CX’) Liaison AKA as our Veteran Service Advocate is responsible for delivering exceptional customer service through handling customer issues and complaints with a focus of supporting Veteran Service Organization (‘VSO’) or Veteran Service Officer concerns through to resolution. These concerns will be handled through phone, email, and through complaint workflow tool(s), consisting of issues, complaints, and inquiries. The Veterans Service Advocate will own issues from end to end, and work to resolve using CX resources own or working with subject matter experts (‘SMEs’) from other areas. This position will be responsible for providing exceptional customer service with claimants, VSOs, and other outside parties, while looking for ways to continuously improve communication channels and partnerships in support of our Veterans.

In this rewarding role, you will:

Customer Interaction:

• Serve as an advocate for the VSO network to support claimant issues and inquiries
• Be the VOC (“Voice of Customer”) for VSOs within Leidos QTC Health Services allowing for a straight line of communication
• Use pertinent data and internal resources to identify and solve a wide range of issues and inquiries
• Responsible for resolving issues raised during the course of claimant exam evaluation and with ability to complete an incident report
• Obtain feedback from claimants and work through issues to resolution and/or escalation to management; communicate issues and escalate as needed to bring visibility and resolution to issues
• Conduct surveys assessing physicians’ and office staff for their customer service skills with veterans; work closely with Social Impact initiatives, enhance military community cultural competency as part of employee engagement initiatives
• Assist VSO with claimant through complaint and outstanding issues
• Process and review feedback cards according to procedures and flow; recommend improvements as appropriate

Operations Flow:

• Ability to develop and monitor quality programs with VSO’s. Growing quality initiatives and advancing interactions to meet organizational objectives that will enhance relationships and provide best experiences in supporting Veterans
• Develop strong and collaborative relationships with various VSO agencies; work closely with Social Impact initiatives, strengthen various Veteran and Military Service Organization relationships
• Build a transparent communication cadence for consistent interactions and assist with improving the veterans Leidos QTC Health Services journey
• Lead meetings, trainings, and interactions with VSO agencies in support of Veteran’s needs; facilitate the coordination of innovative initiatives including VSO Focus Groups, surveys, educational trainings and pilot programs
• Dedicated resource for local VSO and Veteran Service Officer representatives
• Analyzes, plans, and recommends instructions, policies and procedures to carry out support of Veterans QTC experience. Applies a broad knowledge of VBA's programs to assist with resolution and responses to inquiries from VSO and Veteran. Good understanding of the difficulty and complexity of some inquiries
• Assist the CX (Customer Experience) leadership in providing services to the claimant offices. Discuss issues with physicians and office staff when necessary and gather appropriate information to resolve issues assigned
• Communicate issues and assist in resolution with all entities through Leidos QTC Health Services and possibly outside agencies
• Communicate verbally and in writing to facilitate the review and quick decision for resolution as it pertains to VSO support of Veterans
• Review Customer Survey and ticket reviews to assist in identifying trends that drive inefficiencies and inconsistencies in Leidos QTC Health Services support of Veterans

You Must Have:

• Ability to travel up to 25% of the time in the regional or nationally, may include evening/weekends, and act as an Ambassador to build Leidos QTC Health Services brand recognition in the broader military community
• Exceptional customer service skills
• Ability to organize, plan and coordinate multiple tasks effectively
• Ability to work independently, execute, and monitor simultaneous projects with competing deadlines
• Ability to maneuver, adapt and address unique nuances in geographical areas
• Strong written and verbal communication skills; strong interpersonal skills; strong critical thinking skills with a desire to improve processes
• Demonstrated proficiency in Microsoft Office (Word, Excel, and PowerPoint)
• Bachelor’s degree from an accredited college in a related discipline, or equivalent experience/combined education
• Minimum of 3 years of VSO experience (Veteran advocacy experience) and must have strong working knowledge and comprehensive understanding of the VA disability claims process
• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

Preferred to Have:

• Medical: working knowledge of medical terminology preferred

Pay Range:

$59,500 - $82,000

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, performance-related bonuses, health and wellness programs, student loan repayment and tuition reimbursement, paid leave and retirement. More details are available here.

The Leidos QTC Health Services pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

Leidos QTC Health Services is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity, genetic information, people with disabilities protected under law, and protected veteran status.

Qualifications

Education

Preferred

Bachelors

Behaviors

Required

Enthusiastic : Shows intense and eager enjoyment and interest

Innovative : Consistently introduces new ideas and demonstrates original thinking

Thought Provoking : Capable of making others think deeply on a subject

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)