Call Center Case Review Aide (Administrative)

TITLE: Call Center Case Review Aide

LOCATION: El Paso, TX

TRAVEL: None

**CONTINGENT UPON AWARD**

This is a part-time position, working on an as needed basis, requiring approximately 40 hours per week, which will include nights, weekends, and/or holidays

About Us

The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to our relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.

About the Team

We are problem solvers working with leading agencies and organizations to help them address many of today's most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.

What you'll be part of – TPG Culture

At TPG, we proudly measure our success by the impact we have on the lives of vulnerable and underserved populations around the world. We are innovators and problem solvers who take great pride in partnering with government agencies, service organizations, and external stakeholder groups to address many of today's most complex challenges. Our workforce is diverse in culture, language, and experience yet it shares a common sense of purpose and empathy for those in need of help. Our people are personally invested in the missions we support, and we reward their commitment by investing in their development, advancement, and growth. If you like what we stand for, you'll appreciate the professionalism and dedication of those you stand beside every day.

About the Role

The Call Center Case Review Aide will report to the Program Manager. Working in conjunction with other teams, this position will support the mission and aims of the Department of Health and Human Services, Administration for Children and Families, and Office of Refugee Resettlement. In this role, you will serve as a lifeline for children and their sponsors in the midst of uncertainty, providing a critical service by reviewing reports and documentation, elevating, and addressing any deficiencies, and ensuring these vulnerable children receive the care and support they need.

What You'll Do

The Call Center Case Review Aide will review documentation for thoroughness and completeness, address any deficiencies identified, and elevate trends in deficiencies to leadership so that corrective action can be taken as appropriate with the necessary workgroups and individuals, provide adequate and effective coordination, and mitigate risk for ORR and TPG.

Responsibilities include, but are not limited to:

• Perform daily content review of cases to verify information collected is in compliance with policies and procedures.
• Review assessments for each child and referrals and mitigate concerns timely.
• Ensure follow-up documentation is completed.
• Provide feedback and elevate poor quality for corrective action to management.
• Identify and investigate records which are incomplete or erroneous by reaching out to staff and management for accurate and comprehensive details.
• Keep detailed documentation of noted QC findings for each document reviewed.
• Assure all QC findings and deviations are corrected and/or addressed in a timely manner and are consistent with best documentation practices and SOPs.
• Maintain and safeguard sensitive and confidential information.
• Perform related duties as assigned.

Minimum Qualifications & Skills

• Associate degree in an appropriate discipline from an accredited university and one (1) year of experience OR a high school diploma and three (3) or more years of relevant experience.
• Bilingual in English and Spanish.
• Proficient in operating and maneuvering computers, laptops, and smart phones.
• Proven experience in executing quality assurance and compliance audits (preferred)
• Knowledgeable use of Salesforce, Genesys, and source language colloquial terms and expressions (preferred).
• Requires effective communication and interpersonal skills to effectively interact with different departments within the company, employees and with clients.
• Ability to take technical direction and feedback from various sources.
• Excellent analytical and problem-solving skills with strong attention to detail
• Committed to providing outstanding customer service and representation of TPG in a professional manner.
• Proven experience and high level of comfortability operating technology and learning new software applications quickly.
• Requires organization skills and the ability to prioritize work, meet stringent deadlines, balance multiple tasks and work in a team environment.
• Aptitude to work cross functionally with TPG personnel to deliver the highest quality of work under extreme pressure and in a fast-paced environment.
• Ability to work independently and exercise a high level of confidentiality.
• Must be available to work a flexible schedule, including nights, and weekends.
• Duties are performed via a government approved computer system. Employees are required to possess strong computer skills in MS Office, including Excel, Word, and Teams.
• Ability to type 55 wpm.

Work Environment

This is an onsite opportunity in El Paso, TX at a call center (ZIP code 79902).

Work Schedule

The National Call Center operates on a 24x7x365 basis. This is a position which typically works standard business hours. Your schedule will be assigned after the completion of training and may change based on client needs and resource availability. Each shift includes a minimum of one weekend day (Saturday or Sunday).

You will be required to complete 3 weeks of mandatory training, to include in-person sessions, webinars, self-paced training, and workshops.

Condition of Employment

• Complete a rigorous culture and competency testing process.
• Complete a Drug Test.
• Must be at least 21 years of age.
• A valid U.S. Driver's license.
• Have the ability to obtain a Public Trust Clearance.

Security Clearance Requirements

• Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
• Must be a U.S. Citizen or Permanent Resident.
• U.S. Residency requirement - 3 consecutive years in the last 5 years.
• Internal background check to the satisfaction of contract requirements.
• Child Abuse/ Neglect Report (CAN) or child protective services check with no adverse findings.

Physical Demands

• Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
• Climbing/Stooping/Kneeling: 10% of the time.
• Lifting/Pulling/Pushing: 10% of the time.
• Fingering/Grasping/Feeling: Must be able to write, type and use a telephone system 100% of the time.
• Sitting: Sitting for prolonged and extended periods of time.

For more information about the company please visit our website at https://www.theprovidenciagroup.com

Providencia is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, disability or any other federal, state or local protected class.

TPG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities.

 

If you require accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquires to HRsupport@theprovidenciagroup.com