May 25, 2020

Call Center Agent I Houston, TX, US

  • Veterans Evaluation Services, Inc
  • Houston, TX, US
Full-Time Administration Defense Government Other

Job Description

Call Center Agent I

Regular Full-Time Houston, TX, US30+ days agoRequisition ID: 1567

General Job Summary:

Communication center agents are responsible for screening all incoming VES calls, as well as directing courteous, educated information to both Veterans and providers alike.

Essential Job Functions:

1) Properly authenticate each caller before verifying or releasing any information;
2) Place outgoing and receive incoming calls to and from Veterans regarding compensation and pension exams;
3) Verify and modify personal information;
4) Obtain scheduling availability and traveling availability of Veterans;
5) Confirm or reschedule appointments;
6) Properly modify changes and document information in OMS;
7) Forward calls to staff members in other departments;
8) Notify providers of cancellations for appointments scheduled within 72 hours from time of call;
9) Submit templates and other requests to various individuals and departments within the Agency;
10) Explain policies and procedures of VES and the VA to Veterans who are unfamiliar with our company;
11) Explain the purpose of attending required exams, explain approximate time frames for returning reports/documents to the VA, and explain the process for travel reimbursement.

Additional Duties and Responsibilities:

1) Maintain maximum security implementing and enforcing HIPPA with medical providers, veterans, and VA employees;
2) Receive/submit power of attorney forms to diagnostics;
3) Maintain a low call time of 5 minutes or less per call;
4) Maintain all emails and respond efficiently;
5) Respond efficiently to web contacts sent by veterans;
6) Other duties as assigned.


1) Ability to work in a high paced environment;
2) Ability to multitask efficiently;
3) Knowledge of VA C&P exams preferred;
4) Ability to solve problems;
5) Ability to utilize Microsoft Outlook / Word /Excel programs;
6) Ability to maintain a positive and professional attitude;
7) Verbal, communication, and customer service skills;
8) Customer service skills;
9) Ability to maintain high level of confidentiality and sensitivity to personal and medical information.

Working Conditions:

1) Normal call center environment with moderate noise level;
2) Standard 8 hour work days;
3) Frequently utilizes telephone, computer and actionably printer;

Minimum Level of Preparation and Training:

1) High School Diploma or GED required;
2) Some College preferred.





Call Center  



Security Clearance

NO Security Clearance

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