TRICARE Customer Service Rep

TriWest Healthcare Alliance; Phoenix (AZ); Remote; USD 39,000 - 44,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

Paid time off

401(k) Retirement Savings Plan (with  

Short-term and long-term disability, {

Job summary

TriWest Healthcare Alliance is seeking a remote Call Center Customer Service Representative to support DoD populations nationwide. You will respond to inquiries via phone, chat, email, and other written channels, assisting with enrollment, claims, referrals, and authorizations.

Ideal candidates have a high school diploma, U.S. citizenship, and at least two years of customer service experience, with excellent verbal and written communication.

Qualifications

• High School diploma or GED is required.
• U.S. Citizenship is required.
• Must be able to obtain a favorable DoD background investigation.
• At least two years of professional work experience in a customer service environment.
• Excellent verbal and writing skills.
• Technology literate and able to navigate multiple screens and browsers while working remotely.

Responsibilities

• Answer health care inquiries and provide resolutions to TRICARE beneficiaries and providers by phone, chat, email, or other written correspondence.
• Own customer issues and resolve them on first contact when possible using available tools.
• Meet department productivity and attendance metrics and adhere to published schedules.
• Document customer interactions in a CRM system.
• Participate in ongoing training to stay proficient in resolving inquiries.
• Maintain regular and consistent attendance.

Skills

Customer service

Verbal communication

Written communication

Remote work

Technology literacy

Education

High School diploma or GED

Tools

CRM system

Job description

Profile

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MI, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

TriWest is proud to be on a mission to serve our nation’s heroes. In this critical role, you will be in the front-lines facilitating our military populations’ health care needs by providing outstanding customer service in a fast-paced Contact Center. You will respond to inbound calls, chat, email or other written correspondence regarding enrollment, claims, referrals and authorizations and appointments. Combine your passion for our military community with your proven customer service skills in this mission to serve those who serve.

Education & Experience

Required

• High School diploma or GED
• U.S. Citizenship
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation.
• At least two years of professional work experience in a customer service environment
• Excellent verbal and writing skills.
• Technology literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment.

Preferred

• TRICARE customer service experience
• Contact center experience to include call center chat messaging
• Military connectedness

Key Responsibilities

• Accurately and professionally answer health care inquiries and provide resolutions to TRICARE beneficiaries & providers over the phone, chat, email or other written correspondence.
• Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgement and the tools at your disposal to resolve customer issues on the initial contact
• Meet department productivity and performance metrics to include consistent and regular attendance. Adhere to published schedule and prioritize workload to answer incoming calls.
• Document customer interactions and cases in a customer relationship management (CRM) system.
• Participates in continuous training in order to become fully proficient in resolving all customer inquiries
• Regular and consistent attendance

Competencies

Commitment to Task: Ability to conform to established policies and procedures; exhibit high motivation.

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.

Information Management: Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.

High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Proficient data entry skills; ability to meet daily call and chat requirements.

Working Conditions

• Ability to cover any work shift
• Ability to work overtime, if needed
• Onsite: Works within a standard office environment
• Remote: Private and secure work space and work station with high speed internet is required.
• Extensive computer work with prolonged sitting, wearing of headset, typing, speaking on a phone

Company Overview

Taking Care of Our Nation’s Heroes.

It’s Who We Are. It’s What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve!

Our job is to make sure that America’s heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $39,000 - $44,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.