Description
The MVHS Group at Leidos currently has an opening for a Support Navigator to work in our Washington, D.C. area Call Center. This position will support service members and their families. This is an exciting opportunity to use your experience helping the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants which includes military service members, their families, and eligible civilians at locations worldwide. The Military OneSource program serves as a “one source” for resource and information encompassing a comprehensive support system.
The Support Navigator provides the critical link to ensure program participants receive vitally important resources and support, toward military readiness and family well-being. Support Navigators are responsible for ensuring wrap-around follow up to program participants via phone and email. These positions are responsible for guaranteeing participants who requested non-medical counseling services have secured a timely appointment with a network provider. The Support Navigator acts as a liaison between internal departments, external resources, and network providers. The Support Navigator provides excellent customer service to stakeholders and participants by providing white glove, personal connections to important information and resources. Candidates shall possess strong customer service skills, knowledge of call center operations, and knowledge and understanding of military life as well as maintain the highest degree of confidentiality, sensitivity, compassion, and respect for service members and their families.
The Military OneSource job postings are in anticipation of future work.
Primary Responsibilities
This is a customer service role supporting a 24/7 Call Center using telephonic and chat-based platforms to meet ensure participant satisfaction and appropriate linkages with resources and services.
Gathers participant feedback and assess participant satisfaction.
Processes administrative tasks and documents participant interactions and activities into case management system.
Navigates resources, resolves participant concerns, and provides administrative support to call center.
Ability to identify high risk cases, deescalate with professionalism and makes referrals as appropriate.
Takes on other duties and special projects, as requested, based on business needs.
Maintains training requirements.
Basic Qualifications
Must have an Associates or Bachelor’s degree from an accredited university.
Must possess strong customer service skills, knowledge of call center operations.
Must be U.S. citizens and must speak fluent English.
Strong typing and electronic documentation/research skills
Proven proficiency in: Microsoft based tools including word, outlook, excel; Web based research; Electronic Documentation Systems
Ability to multi-task in fast passed environment
Pass a criminal history background and fingerprinting checks.
Preferred Qualifications
Military spouse or family member or experience in military community highly desirable
Pay Range:
Pay Range $36,400.00 - $65,800.00The Leidos 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.
About Leidos
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 46,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022. For more information, visit www.Leidos.com.
Pay and Benefits
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, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
