Title: Call Agent - Fully Remote, US, United StatesEmployees can work remotely - Full-time - Clearance Requirement: Other Full-time Company Description Founded in 1989, SOSi is among the largest private, founder-owned technology and services integrators in the defense and government services industry. We deliver tailored solutions, tested leadership, and trusted results to enable national security missions worldwide. Job Description *** This position is contingent upon contract award *** The Call Agent position will during periods of FEMA surge disaster activity, need to respond to incoming calls and perform data entry for individuals and businesses in direct support of disaster activity. Call Agents will be taking calls, in a ready state to take calls, after call work, 30-minute pre-shift, or directly involved in coaching or training. Call Agents perform the call center supported registration process, provide applicable referrals, and address follow-up questions from survivors. This is an Independent Contractor position. The Call Agent will be scheduled to work 8 hours a day for 40 hours a week. This will be shift work up to 0100 in the morning and include weekends and holidays. ESSENTIAL JOB TASKS - Must be a US Citizen or Legal Permanent Resident (a/k/a “green card holder”) - Must be a resident of the US or one of its territories - Successfully pass the DHS Employment Eligibility Verification (E-Verify) program. - Pass a USG Background Check - Handle all calls with tact and diplomacy, demonstrate good listening skills, and empathy, while accurately recording information in the Government's computerized database. - Fluent in both English and Spanish - Complete SOSi provided Day Zero Training - Complete Customer Registration Intake Training (two consecutive 8-hour sessions) - When Scheduled complete Customer Helpline Training (four consecutive 8-hour sessions) - Work hours as scheduled and realize this may include weekends and holidays TRAINING - SOSi will provide Day Zero Training to complete the six required training certificates - Security Awareness Training (SAT) - Unauthorized Disclosure of Classified or Unclassified Information (UIC) - Operational Security Awareness Brief (OPSEC) - Insider Threat Training (ITT) - Privacy at DHS (PDHS) - Rules of Behavior (ROB) FEMA will provide the necessary training for: - Registration Intake Training (two consecutive 8-hour training sessions) - Helpline Training (four consecutive 8-hour training sessions) Qualifications MINIMUM REQUIREMENTS - 1-2 years of related job experience - Fluent in English and Spanish - Must be a US Citizen - Must have lived in the US for 3 out the past 5 years - Basic data entry skills - Ability to pass an USG background investigation - Strong written and verbal communication skills - Must be able to work independently or within a team Additional Information WORK ENVIRONMENT - Work is at home - Requires periods of non-traditional hours including consecutive nights or weekends when necessary - Shift work is required as this is 7 days a week 365 days a year. This includes Holidays and weekends WORKING CONDITIONS - Ability to work from home - Strong internet connection - Quit workspace free from interruptions and background noise Working at SOSi All interested individuals will receive consideration and will not be discriminated against for any reason. protected veterans, and individuals with disabilities.

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Role Description The Call Center Specialist plays a key role in delivering high-quality customer service within a fully remote, high-volume call center environment. This individual is responsible for handling incoming patient calls with professionalism, empathy, and accuracy. Success in this role requires the ability to remain calm under pressure, manage competing priorities, and provide clear, compassionate support to patients navigating billing-related questions. - Answer a high volume of incoming patient calls in a remote call center environment, providing prompt, courteous, and accurate assistance. - Listen actively and demonstrate empathy while addressing patient questions, concerns, and billing inquiries. - Evaluate caller needs and determine the correct resolution path while following client-specific rules, workflows, and service expectations. - Handle all incoming calls by gathering information, resolving issues when possible, and completing any necessary follow-up actions, which may include sending emails, obtaining additional details, and returning calls to provide a full resolution. - Research issues by reviewing account details, contacting third parties, or gathering additional documentation as needed. - Complete follow-up actions such as placing outbound calls, sending emails, or faxing requested information to support full resolution. - Maintain detailed, accurate documentation of all calls and actions taken in the patient account system. - Protect confidentiality by strictly adhering to HIPAA regulations and Digitech’s compliance standards at all times. - Meet or exceed established daily quotas. - Manage workload efficiently while remaining flexible and adaptable in a fast-paced, high-volume environment. - Contribute to a positive team culture by communicating effectively, asking questions when needed, and seeking continuous improvement. - Additional job duties as assigned. Qualifications - High School Diploma or Equivalent required. - Bilingual (English/Spanish) preferred. - Proficient computer skills, including working knowledge of MS Outlook, Word, and Excel. - Familiarity with insurance billing is a plus; comprehensive training is provided. - Ability to type a minimum of 40 WPM with accuracy. - Maintains composure under pressure and remains calm in high-volume or challenging situations. - Able to manage a high workload efficiently while meeting tight deadlines. - Demonstrated ability to handle sensitive conversations professionally and uphold a positive company image during all phone interactions. - Strong problem-solving skills, including the ability to identify issues, ask the right questions, and determine appropriate resolutions. - Clear, professional communication skills with the ability to explain information and solutions courteously. - Exceptional attention to detail and accuracy in documentation and call handling. - Skilled at multitasking, organizing, and prioritizing work to ensure timely completion of all responsibilities. - Reliable, punctual, and dependable with a strong commitment to team success. - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment. Requirements - Ability to sit, stand, walk, and use hands for routine office tasks. - Ability to reach, talk, hear, and see clearly to read and interpret information. - Regular use of a computer, phone, and standard office equipment. - Ability to occasionally lift or move up to 10 pounds. - May be required to travel for business purposes. - Ability to secure confidential information. - Perform all duties in a professional environment free of noise or anything that would create a negative customer experience. Benefits - Competitive salary, commensurate with experience. - Comprehensive benefits package, including 401(k) Plan.