Supervisor, Enrollment

Profile 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). 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 Supervises Enrollment operations and staff in a high-volume production environment processing TRICARE Enrollment requests. Managing inventory and workload assignments for internal employees and contractors. Coordinates training of new and existing staff on all aspects of Enrollment operations, including collaborating with customer service and Fees team to ensure exceeding beneficiary, TriWest leadership, and Government expectations. Ensures the Enrollment Department meets performance standards and service levels. Coaches and counsels employees on daily processing issues and tracks employee performance levels. Resolves complex enrollment issues escalated by staff. Coordinates work schedules with internal and contractor teams. Education & Experience Required: High School Diploma or G.E.D. U.S. Citizenship Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation. Supervisory or team lead experience 2+ years healthcare administrative or medical office experience Preferred: Supervisory experience in a production environment Experience in healthcare membership and billing Key Responsibilities Supervises the Enrollment Production staff by training, coaching, counseling, and developing staff. Completes production plan by scheduling and assigning personnel; accomplishing work results; establishing priorities; monitoring progress; revising schedules; resolving problems; validate accuracy of contractual reporting; communicating. Manages department workload and inventory, personnel and resources; implementing government and system changes; developing reporting procedures. Ensures adequate coverage of Enrollment function and coordinates schedules based on workload, utilizing Workforce Management software. Monitors employees’ performance levels and real-time reports, providing weekly and monthly score card results. Reviewing Audits and Coordinating Review/Dispute process. Functions as a Subject Matter Expert on the TRICARE Enrollment process. Resolves complex enrollment issues escalated by staff or other leaders. Monitors system and process discrepancies by researching, reporting on, and developing strategies for process improvement. Oversees regular reporting and special projects to ensures completion within required timelines. Performs other duties as assigned. Regular and reliable attendance is required. Competencies 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. Creativity / Innovation: Ability to develop unique and novel solutions to problems; View change as necessary. Empathy / Customer Service: Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position. Leadership: Successfully manage different styles of employees; Provide clear direction and effective coaching. Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment. 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: Thorough knowledge of TRICARE program, policies, and procedures; Strong understanding of Defense Enrollment Eligibility Reporting System; Knowledge of Enrollment-related software applications. Working Conditions Availability to cover any work shift Works within a standard office environment, with minimal travel required Salary Generally ranges from $67,000 - $70,000 per year. Benefits 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 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. #J-18808-Ljbffr TriWest Healthcare Alliance