Job Information
Cognosante Contact Center Triage Consultant (Social Work) - Junior - Onsite in Falls Church, Virginia
Security Clearance required:
Public Trust
Do you want to make a difference?
Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference?
Come Join Our Team
Cognosante provides services in support of the Military OneSource Program for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, referrals, and counseling to about 4.7 million persons or “participants,” which includes military service members, their families, and eligible civilians at locations worldwide. Services are provided through a 24/7 contact center accessible via internet website, toll free telephone, secure real-time text/video chat, email, or postal mail and include non-medical counseling; financial counseling; tax assistance; spouse education and career information; adoption information; child care; Exceptional Family Member Programs (EFMPs); deployment support; disability information; elder care; educational services for adults, children, and youth; relocation services; pet care; health and wellness coaching; housing assistance; legal service referrals; single service member services; lodging; military benefits; relationship support; skill building services for parenting; spouse relocation and transition; peer-to-peer support; and support for everyday issues (e.g., locating a plumber or automobile mechanic).
What is the position?
Military OneSource Contact Center Triage Consultants answer calls and live chats, identify the participant’s inquiry or issue, provide a warm hand-off or referral, and/or provide information to participants.
What will I get to do?
Specific responsibilities of this position include but are not limited to:
• Provides Government approved Privacy Act Statement or Advisory for participants requesting or needing non-medical counseling.
• Conducts DoD Survivor Survey with government designated participants and enters results into the DoD Survivor Survey Platform.
• Provides Outbound Contact services to ensure services delivered meet the requirements, needs, and expectations of the participants.
• Offers Interpretation and Translation services in compliance with applicable Federal and DoD regulations, directives, and standards, as needed and/or requested by participants.
• Initiates escalation of contacts indicative of potentially harmful incidents and/or requiring mandated reporting.
What qualifications do I need?
Qualifications required for this position include:
• US Citizen and fluent English speaker
• Must undergo criminal history, fingerprint, and credential review/verification meeting at least the requirements of DODI 1402.05
• Must submit to and successfully pass a DoD-initiated Tier 2 (Low-Risk) Suitability Investigation
• Master’s degree from an accredited graduate program in a mental health related field with 1-4 years of related experience
• Possesses strong customer service skills, knowledge of Contact Center operations, and knowledge and understanding of the military lifestyle.
• Solid working knowledge of standard computer software (Microsoft Office business suite to include Outlook, Word, Excel, PowerPoint, and Project).
• Must be willing to work full-time on-site at corporate facility
What additional characteristics will help me thrive?
• Strong interpersonal, written, and verbal communication.
• Ability to meet deadlines while managing an active and diverse caseload.
• Engage with and assist clients, directing them to the appropriate resources.
• Proven knowledge and high level of comfortability operating technology and quickly learning new software programs to perform data entry.
• Ability to embrace change and shift priorities as the business dictates.
• Coachable with a willingness to collaborate with program personnel.
• Appropriate level of internet bandwidth to meet remote upload and download guidelines.
• Dedicate your full attention to your job duties during working hours and adhere to break and attendance schedules.
• Designated quiet, distraction-free, and safe working space with adequate lighting.
• Be responsive and productive and use the equipment and tech support provided by the company.
What We Offer
Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that:
Ensure optimal health and productivity of our employees
Support employee retention and attraction
Provide work/life balance to ensure our employees succeed inside and outside of the office
Compensation
$55,892.99 - $83,839.48
The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
What We Promise
Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good.
We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com).
We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com
At Cognosante, we innovate with purpose. Each day, we create meaningful change by delivering mission-driven solutions for healthcare, civilian, and defense government agencies. When you work at Cognosante, you’ll apply your talents and grow your career with an organization that believes in the missions of our customers – and the right every employee has to an inclusive, flexible, and collaborative workplace. Work with us, and you’ll be challenged and supported—and have the platform to elevate your career to wherever your professional aspirations lead.
Get to know Cognosante employees
We’re driven by our customers’ missions, and measure success by how we improve lives.
We believe innovative solutions start with an innovative culture.
We believe customer understanding is the key to creating innovative solutions.
We know we are stronger together, and we value the diversity of our people.
We believe growth should be a core job benefit.
Like many other companies, Cognosante has been targeted by scammers making fraudulent job offers to potential candidates. As shared on our company website (https://cognosante.com/careers/) , communications from Cognosante recruiting are only sent with an official corporate domain email (e.g., @cognosante.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com)). We will never request payment from an applicant, nor will we send payment to an applicant, prior to that individual’s start date.
We want to recommend a couple of ways that you can report this incident and take action against these scams:
-The FBI: File a Complaint (https://www.ic3.gov/Home/FileComplaint)
-The FTC: Report Fraud (https://reportfraud.ftc.gov/#/)
Also, if you're not sure where to report the scam, you can find some guidance here: Where to report scams | USAGov (https://www.usa.gov/where-report-scams) .
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