Customer Service Rep - TRICARE (Remote position)

Description & Requirements

Maximus is looking to fill a Customer Service Representative I positions supporting our TRICARE program.

This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.

Using a patient-centric approach, the team will assist callers to navigate and answer the TRICARE program benefit questions, update the beneficiary demographics in the government system, perform enrollments into the TRICARE program, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program.

To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.

Overview:

Provide assistance in an empathetic and efficient manner for our beneficiaries, end users, and clients follow the program guidelines.

Maintain Maximus Federal's highest standards of customer service and excellence and ensure optimal quality case coordination and service delivery.

TRICARE Support Consultants (TSC) will not only address the current issue but also anticipate future needs, fostering a consultative relationship.

Staff can move up through the TSC levels with experience, from Tier 1 to Tier 3 (Universal).

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.

telephone, emails, web chats, or written letters).

- Calls are basic and routine.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.

- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Education:

- High school diploma or GED required.

Bachelor's Degree or equivalent government or private-sector work experience preferred

- Proficient with computer including Microsoft Office Suite, internet and multi-tasking between multiple screens and programs

- Ability to pass a skills assessment

MinimumRequirements:


* Ability to obtain US Security Clearance


* Must be a US Citizen


*

Essential Duties and Responsibilities:

- Ensure incoming communications are answered promptly, appropriately, and courteously

- Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients with the objective of exceeding expectations with the customer service provided

- Provide callers with informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits.

- Retrieve, research, and analyze data from multiple databases to answer client concerns.

- Deescalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager

- Accurately perform all data entry functions to...