TRICARE Support Executive

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The TRICARE Support Executive will be based on San Antonio, Texas and is 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.

Schedule: Training will be for the first 6 weeks M-F (8A-5P). After 6 weeks of training, this team then will break out into their official schedule of 4x10 hour days a week. You may be schedduled any day of the week Sun-Sat (they may not be consecutive days). All employees are required to work 1 weekend/month + 3 holidays per year (days worked and days off may not be consecutive)

This team works 3 shifts: morning, mid day and overnight shifts

This position is fully office based.

Key Responsibilities

• Answer all incoming calls promptly using the prescribes protocols and ensuring complete resolution.
• Make outbound calls to follow up with beneficiaries and providers on queries, when appropriate.
• To work with International SOS teams and designated Government points of contact to ensure TRICARE processes and benefits rules are understood and communicated accurately to beneficiaries.
• Actively promote Electronic Claims Submission and Payment solutions and other self-servicing products.
• Demonstrating professional, positive, caring and empathetic approach when assisting callers.
• Maintains confidentiality of all beneficiary information.
• Maintains specific quality and quantity standards.
• Adheres to company policies and procedures at all times.
• Assists with the training of new staff by mentoring them during their training program period, upon request.
• Comply with established Service Recovery Protocol.
• Attends and participates in International SOS Staff meetings and Education offerings.
• Other duties as assigned.

Required Qualifications

• 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

• 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

• English language skills (oral and written)
• Ability to speak, read and write in Spanish preferred.
• Bilingual in any other language is preferred

This outlines the types of responsibilities the incumbent is required to perform.The incumbent may be required to perform job related tasks other than those specifically presented in this . This is subject to regular review.

International 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.