Job Description Job Description Do you crave a career that truly makes an impact in people’s lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day. Leidos QTC Health Services is seeking a Veteran Service Liaison on the Customer Experience ('CX') team. Under minimal supervision, the Veteran Service Liaison is responsible for delivering exceptional customer service through handling customer issues and complaints with a focus of supporting Veteran Service Organization (‘VSO’) concerns through to resolution. These concerns will be handled through phone, email, and through complaint workflow tool (s), consisting of issues, complaints, and inquiries. The Veteran Service Liaison will own issues from end to end, and work to resolve using CX resources own or working with subject matter experts (‘SMEs’) from other areas. This position will be responsible for providing exceptional customer service with claimants, VSOs, and other outside parties, while looking for ways to continuously improve communication channels and partnerships in support of our Veterans. Primary Responsibilities: Customer Interaction: Serve as an advocate for the VSO network to support claimant issues and inquiries. Be the VOC (“Voice of Customer”) for VSOs within LQTC Health allowing for a straight line of communication Use pertinent data and internal resources to identify and solve a wide range of issues and inquiries Obtain feedback from claimants and work through issues to resolution and/or escalation to management Conduct surveys assessing physicians’ and office staff for their customer service skills with veterans Responsible for resolving issues raised during the course of claimant exam evaluation and complete an incident report Communicate issues and escalate as needed to bring visibility and resolve to issues Assist VSO with claimant through complaint and outstanding issues Process and review feedback cards according to procedures and flow Operations Flow: Assist the Supervisor in providing services to the claimant offices Discuss issues with physicians and office staff when necessary and gather appropriate information to resolve issues assigned Communicate issues and assist in resolution with all entities through issues workflow Act as a back-up for other members of the mini-team when necessary; this requires training in the duties and responsibilities of each mini-team member Assist the Supervisor in processing reports Support VA Service Coordinators (‘VSCs’) with coordination of payment with the Billing Department regarding billing issues that are discovered, as needed Perform other duties and responsibilities as assigned Required Qualifications: High School diploma or GED; Bachelor’s degree a plus Minimum of 4+ years experience and/or strong knowledge of VA disability claims process or in a relevant type role Experience and/or strong knowledge of VA disability claims process Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation Preferred Qualifications: Minimum of 5+ years of customer service experience or equivalent Minimum of 5+ years of VSO experience (Veteran advocacy experience) Exceptional Customer service skills Ability to work independently with tight deadlines Effective time management and sense of urgency Organization and multi-tasking skills: ability to organize, plan, and coordinate multiple tasks effectively Works well with people; team player Good written and verbal communication Computer literate with excellent data entry; proficient with word processing software Medical: working knowledge of medical terminology preferred About Leidos QTC Health Services Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit for more information. Compensation 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. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here. This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations. Commitment to Non-Discrimination 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 QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Required qualifications:

• High School diploma or GED
• Minimum of 4+ years experience and/or strong knowledge of VA disability claims process or in a relevant type role
• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

Desired qualifications:

• Minimum of 5+ years of customer service experience or equivalent
• Minimum of 5+ years of VSO experience (Veteran advocacy experience)
• Exceptional Customer service skills
• Ability to work independently with tight deadlines
• Effective time management and sense of urgency
• Organization and multi-tasking skills: ability to organize, plan, and coordinate multiple tasks effectively
• Works well with people; team player
• Good written and verbal communication
• Computer literate with excellent data entry; proficient with word processing software
• Medical: working knowledge of medical terminology preferred