Tricare Customer Service Rep - 29459

Job Opportunity: Customer Service Representative

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 equired. Extensive computer work with prolonged sitting, wearing of headset, typing, speaking on a phone.

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 encourages candidates from all.