Experienced Customer Service Representative - TRICARE Program Support (Remote Position) - Delivering Exceptional Patient-Centric Care

Join the blithequark Team: Delivering Exceptional Patient-Centric Care in the TRICARE Program

blithequark is a leading provider of business services, dedicated to helping governments operate health and human services programs. Our TRICARE program is seeking highly skilled and compassionate Customer Service Representatives to join our team. As a Customer Service Representative, you will play a vital role in delivering exceptional patient-centric care to beneficiaries, family members, military personnel, and medical providers. If you are passionate about providing outstanding customer service and have a strong desire to make a positive impact, we encourage you to apply.

About the TRICARE Program

The TRICARE program is a vital part of the US healthcare system, providing medical coverage to military personnel, veterans, and their families. As a Customer Service Representative, you will be the primary point of contact for beneficiaries, answering questions, resolving issues, and providing guidance on program benefits, eligibility, and enrollment. Your expertise and empathy will help ensure that beneficiaries receive the care they need, and their concerns are addressed in a timely and professional manner.

Key Responsibilities

• Provide exceptional customer service to beneficiaries, family members, military personnel, and medical providers via multiple channels, including telephone, email, web chat, and written correspondence.
• Utilize a patient-centric approach to address beneficiary concerns, answer questions, and provide guidance on TRICARE program benefits, eligibility, and enrollment.
• Update beneficiary demographics in the government system, perform enrollments, change primary care providers, and assist with claim questions.
• Retrieve, research, and analyze data from multiple databases to answer client concerns and provide informed responses.
• De-escalate and manage complaints in a professional manner, resolving them whenever possible or escalating them to the appropriate department or line manager.
• Accurately perform all data entry functions to reflect and document client activity/transactions in a timely manner.
• Multi-task and manage multiple screens/programs simultaneously, maintaining high productivity and quality work.
• Actively participate in and support departmental and organizational quality initiatives and goals.
• Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment.
• Make recommendations for changes to current policies or new policies to your supervisor in the spirit of process improvements.
• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules.

Requirements and Qualifications

Essential Qualifications:

• High school diploma or GED required; Bachelor's Degree or equivalent government or private-sector work experience preferred.
• Proficient with computer systems, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs.
• Ability to pass a skills assessment.
• Ability to obtain US Security Clearance.
• Must be a US Citizen.
• Minimum of 1+ year of contact center experience, preferably in a healthcare-related environment.
• Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment.
• Experience with healthcare insurance plans and billing.
• Experience with military health programs.
• Experience with healthcare terms.
• Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools.

Preferred Qualifications:

• Ability to speak Spanish.
• Excellent written and oral communication skills.
• Strong interpersonal skills with the ability to build relationships.
• Proactive, self-starter with the ability to work well in a team environment.
• Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking.

Remote Work Requirements

• HIPAA-compliant workspace: Private and secure workspace away from others, noise, and distractions.
• Reliable high-speed internet: Ethernet/hard-wired Connection (no WiFi or Hotspots).
• Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have opportunities to:

• Advance through the TRICARE Support Consultant (TSC) levels, from Tier 1 to Tier 3 (Universal).
• Develop your skills and expertise in a patient-centric approach to customer service.
• Participate in ongoing training and quality initiatives to enhance your knowledge and performance.
• Collaborate with a team of dedicated professionals who share your passion for delivering exceptional customer service.

Work Environment and Company Culture

At blithequark, we pride ourselves on a culture that values:

• Exceptional customer service.
• Collaboration and teamwork.
• Innovation and continuous improvement.
• Diversity, equity, and inclusion.
• Employee growth and development.

Compensation and Benefits

We offer a competitive compensation package, including:

• Hourly base pay: $18.75.
• Opportunities for career growth and advancement.
• Comprehensive benefits package.
• Paid time off and holidays.

EEO Statement

blithequark is an Affirmative Action/Equal Opportunity Employer. We welcome applications from diverse candidates and are committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabled status.

Conclusion

If you are passionate about delivering exceptional customer service and making a positive impact in the lives of beneficiaries, we encourage you to apply for this exciting opportunity. Join our team at blithequark and be part of a culture that values exceptional customer service, collaboration, and employee growth and development. Apply now and start your journey with us!