Customer Service Executive- Global First Call Desk

divh2Tricare Customer Service Executive/h2pThe TRICARE Customer Service Executive (CSE) would be the first point of contact for the client, providing a full range of operational support to those seeking access to the TRICARE Overseas Program (TOP). Responding to inbound calls or contact from our beneficiaries based around the world, either current or former members of the US military and their families, who want to access medical services./ppStart Date: Monday, June 8th Location: 654 Richland Hills Drive, San Antonio, TX 78245 Salary: base pay will be $20 per hour to be paid on a bi-weekly schedule. Candidates must be available to work shifts scheduled between 8:00 AM and 8:00 PM./ppSchedule: Training will be for the first 6 weeks (5 days a week/ 9 hours per day w/ 1 hr unpaid lunch) and will consists of 4 weeks classroom training + 2 weeks on-the-job training. After you graduate from training, Agents could be scheduled for Sun-Thurs, Sat Wed, or the entire weekend, between the hours of 8A-8P (5 days a week/9 hours per day w/ 1 hr unpaid lunch). Agents are scheduled based on business needs. Weekends are rotating based on our work optimization report and all employees are required to work 3 holidays per year. This position is fully office based./ph2Key Responsibilities/h2ulliAnswering telephone calls and inquiries from US military personnel and their families to facilitate healthcare access./liliRedirecting calls to appropriate teams to resolve callers needs./liliUsing Salesforce CRM to manage and record cases, allocate tasks, send authorization letters, and follow up on actions./liliEscalating cases as needed and providing timely updates to stakeholders./liliDemonstrating professionalism, positivity, and empathy when assisting callers./liliHelping customers with healthcare inquiries, enrollment, and claims requests./liliEnsuring medical service requests comply with TRICARE policy./liliCoordinating treatment authorizations by liaising with global third-party providers (e.g., hospitals and clinics)./liliBooking and modifying medical appointments for clients./liliFollowing up with customers when necessary./liliLogging customer feedback for quality improvement and handling service recovery./liliResearching relevant information for customers using available resources./liliStrictly adhering to HIPAA policies./liliConsistently embodying company values and promoting International SOS policies and procedures./liliCompleting annual mandatory training as directed./liliSubmitting weekly timesheets through the government timekeeping system./liliPerforming other reasonable duties as assigned by the manager./liliMeeting and maintaining performance standards./li/ulh2Required Qualifications/h2pRequired Work Experience Worked in a call center environment. Call handling, transfers, inbound and outbound Understand call and email etiquette. Worked in a health insurance, medical or any related business. Exposed to administrative work like claims processing, enrollments, billing etc. Experience with SAP or Salesforce is a plus Or equivalent military experience/ppRequired Qualifications Must be able to work a shift-based position with fixed schedules This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate. Proficient at typing Proficient at basic computer applications (MS Suite, Web browsing) Preferably educated to High School level or equivalent College Graduate Preferred/ppRequired Languages English language skills (oral and written) Ability to speak, read and write in Spanish preferred. Bilingual in any other language is preferred/ppInternational SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws./p/div