Note: The job is a remote job and is open to candidates in USA. TriWest Healthcare Alliance serves military populations by connecting America’s heroes with community health care. The TRICARE Customer Service Representative provides frontline support in a fast-paced contact center, responding to beneficiary and provider inquiries about enrollment, claims, referrals, authorizations, and appointments through phone, chat, email, and written correspondence.
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
Skills
- 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
- Ability to cover any work shift
- Ability to work overtime, if needed
- 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
- TRICARE customer service experience
- Contact center experience to include call center chat messaging
- Military connectedness
Benefits
- Remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).
- Frequent pay raises
- Overtime opportunities to earn even more
- Recognition and reward programs
- 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
Company Overview