Randstad Helpdesk- Call Center Associate in Oak Ridge, Tennessee

Helpdesk- Call Center Associate


Oak Ridge, TN

Date Posted:

Tuesday, October 11, 2016

Job Type:


Reference #:



Randstad Technologies

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Randstad Technologies has an opening for a Helpdesk-Call Center Associate in Oak Ridge, TN.

Call Center Support

Must be able to obtain a DoD ADP2, DHS Position of Public Trust

There is an opportunity for an Appointment Center Clerk for the CONUS Nurse Advice Line. The Nurse Advice Line Appointment Center will be the first line of telephone support for eligible beneficiaries within the Department of Defense and Coast Guard which will interact with both the end user and the remote nurses. The environment will be a 24x7x365 call center style operation located in both Oak Ridge, TN and Broomfield, CO. The selected candidate will join the Nurse Advice Line team to receive in bound telephone requests for Nurse Advice Line services. The candidate will be responsible for following all applicable policies and procedures for verification, support, and service including transfer of the end user to the appropriate care resource, follow through with appointment services, and completing detailed documentation in a fast paced environment.

REQUIREMENTS: The successful candidate will be experienced in customer service and able to demonstrate professionalism and the capacity to handle difficult end user related issues. The candidate must also be able to master detailed training to successfully follow the policies and procedures for DHA, DHS, and HIPAA. Must be available to work any shift.

DESIRED SKILLS: Familiarity with a call center environment, background in medical appointment setting or other health care environment. Certification in ITIL Foundations, HDI Helpdesk Professional, or comparable certification or training is desired. Experience with Military Health Systems, including knowledge of HIPAA, PII, and IAVA regulations as they apply to DHA requirements is a big plus. Medical knowledge a plus..

REQUIRED EDUCATION AND CLEARANCE: High school education or equivalent. This position requires that all candidates have or able to obtain and maintain a DoD and DHS Position of Public Trust.


Must be flexible to work a 24 hour, 7 day per week, 365 day shift.

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