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Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Springfield, US-MA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:55
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Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Aberdeen, US-MD
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:55
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Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Bangor, US-ME
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:54
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Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Shreveport, US-LA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:53
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Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Portland, US-ME
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:52
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Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Louisville, US-KY
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:52
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Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Kansas City, US-KS
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:51
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Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: New Orleans, US-LA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:50
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Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Baton Rouge, US-LA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:49
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Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Bowling Green, US-KY
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:48
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Des Moines, US-IA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:46
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Davenport, US-IA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:45
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Wichita, US-KS
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:44
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Evansville, US-IN
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:43
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Sioux City, US-IA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:43
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Boise, US-ID
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:42
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Fort Wayne, US-IN
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:42
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Indianapolis, US-IN
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:40
-
Staff Civil Engineer - New & Recent Graduates
Professional Service Industries, Inc.
(Intertek-PSI) is looking for a Staff Civil Engineer - New & Recent Graduates to join our Building & Construction team in Ripon, WI .
Intertek-PSI is a leading US based provider of assurance, testing, inspection, and consulting solutions in civil and commercial construction.
Our broad service offering includes construction materials testing, geotechnical engineering, environmental consulting, industrial hygiene, and specialty testing.
Through these risk management and quality assurance services, we ensure the reliability, safety and performance of our client's new developments, existing assets, and facilities.
What you'll do:
* Performs a variety of assignments that include independent evaluations using standard techniques, procedures and criteria using judgment to make minor adoptions and modifications to these standards
* Performs preliminary report writing and review
* Reviews project plans and specifications prepared by others
* Attends client site meetings
* Communicates effectively with client and project teams
* Works on one or multiple projects at a time
* Trains Technicians
* May perform on-site observations, sample collection, and specific tests
* May work both in the field and laboratory regularly
* Must be aware of, and adhere to, safety practices and policies to ensure your own safety, as well as the safety of others who may be affected by your actions at work
What it takes to be successful in this role:
* Bachelor of Science Degree in Architectural, Construction, Civil, Geotechnical, or Geological Engineering from an accredited Engineering / ABET School
* Consulting experience in civil and/or geotechnical engineering is preferred, but not required
* EIT certification preferred
* Ability to communicate and interact effectively in verbal & written communication
* Ability to work off shifts and overtime
* May travel up to 25% of time
Physical Requirements:
* Ability to lift, move, push, and pull 30 to 50 pounds frequently.
Occasionally, over 50 pounds with assistance
* Ability to receive detailed information through oral communication, (hearing) and to make the discriminations in sound
* Ability to kneel and squat occasionally
* Ability to walk and stand for long periods of time
* Ability to work outdoors in adverse weather conditions (hot and cold)
* Ability to climb occasionally
Why work for Intertek-PSI?
Professional Service Industries, Inc.
(Intertek-PSI) is a leading US based provider of assurance, testing, inspection, and consulting solutions in civil and commercial construction.
Our broad service offering includes construction materials testing, geotechnical engineering, environmental consulting, industrial hygiene, and specialty testing.
Through these risk management and quality assurance services, we ensure the reliability, sa...
....Read more...
Type: Permanent Location: Ripon, US-WI
Salary / Rate: Not Specified
Posted: 2024-08-09 08:19:39
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Savannah, US-GA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:37
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Idaho Falls, US-ID
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:36
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Springfield, US-IL
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:34
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Atlanta, US-GA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:32
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
....Read more...
Type: Permanent Location: Columbus, US-GA
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:32
-
Description & Requirements
Summary
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers.
Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, 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
Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries.
Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues.
Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers.
Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.
- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.
- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.
- Deescalate and manage complaints in a professional manner, resolving them wherever possible.
- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.
- Monitor active participation 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.
- Assist with cont...
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Type: Permanent Location: Tallahassee, US-FL
Salary / Rate: 25.38
Posted: 2024-08-09 08:19:31
