Call Center Agent, Veteran Evaluation Services (VES) Team

The Midtown Group

Washington, DC, USA

Published: 6/14/2022

Full Time

Job Description

Call Center Agent – Veterans Evaluation Services (VES) Team

Work Arrangement: Remote
Training Start Date: Mid-December 2025

Midtown is currently hiring Call Center Agents to join our Veterans Evaluation Services (VES) team. In this role, you will screen all inbound calls and provide courteous, accurate information to both Veterans and medical providers. This is a fully remote opportunity.

Due to contract requirements, only U.S. Citizens and Green Card holders are eligible for this position.

Essential Duties & Responsibilities

Authenticate each caller prior to verifying or releasing any information.
Make outbound and receive inbound calls regarding Veterans’ compensation and pension examinations.
Verify, update, and maintain accurate personal information.
Obtain and document Veterans’ availability for scheduling and travel.
Confirm or reschedule appointments as needed.
Update information and document all actions accurately in OMS.
Forward calls to the appropriate departments or team members.
Notify providers of appointment cancellations occurring within 72 hours.
Submit templates, requests, and documentation to internal teams as required.
Explain VES and VA policies and procedures to Veterans unfamiliar with the process.
Educate Veterans on the purpose of their exams, expected timelines for report submissions, and travel reimbursement procedures.
Maintain strict HIPAA compliance when handling information from medical providers, Veterans, and VA personnel.
Receive and submit power of attorney forms to diagnostics.
Maintain a call time average of five minutes or less.
Manage email inboxes efficiently and respond promptly.
Respond to Veteran web contacts in a timely manner.

Minimum Requirements

High School Diploma or GED required.
Ability to attend five weeks of training, Monday–Friday, 8:00 AM–4:30 PM CT, with zero absences, beginning mid-December 2025.
After training, ability to work one of the following schedules:
- Monday–Friday between 5:45 AM–7:00 PM CT, OR
- Tuesday–Saturday between 7:15 AM–4:00 PM CT
Minimum six (6) months of customer service experience.
Previous VES experience preferred.
One (1) year of prior call center experience preferred.

Compensation

For positions on this contract, Midtown pays the prevailing wage rate for the employee’s home location, as determined by the U.S. Department of Labor. Wage rates vary by locality. An applicant’s salary history is not used when determining compensation.

Equipment & Home Office Requirements

(Using Midtown-Provided Equipment)

Internet speed of 20 Mbps or higher (test at speedtest.net).
Internet connection via Wi-Fi or Cat5/Cat6 ethernet cable.
Private, distraction-free work area with adequate power for Midtown-issued equipment.
In compliance with SCA contract requirements, all work must be performed from the home address listed at the time of hire. Travel while working is not permitted.
Must currently and permanently reside in the Continental United States.

EEO Statement

Midtown values the dedication, adaptability, and mission-driven focus that active-duty service members, Veterans, and military spouses bring to the workforce. We proudly support those who have served and their families by offering meaningful career opportunities that continue their commitment to our nation.

Midtown is an Affirmative Action/Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Company DescriptionOur client is a growing infrastructure, with room for professional growth!!

Company Description

Our client is a growing infrastructure, with room for professional growth!!