Customer Service Rep - 2nd Shift position - 10:25am - 7:00pm CS

U.S. citizenship is required for this position due to Department of Defense restrictions.

About the role

You will play a critical role in providing call center telephone support and responses to written inquiries from military members, retirees, and dependents eligible for both TRICARE and Medicare benefits. This role also assists with claims and billing inquiries from hospitals and clinics. Inquiries may include questions about claims, benefits, and eligibility. Success involves navigating multiple systems to research and resolve complex inquiries with clear, accurate, and easy-to-understand responses.

Responsibilities

• Serve as the first point of contact for members and medical providers, answering inquiries regarding benefits, eligibility, claims, billing, and healthcare services.
• Respond to an average of 80 or more inbound phone calls and written inquiries per day from retired military beneficiaries and medical providers.
• Process correspondence by reviewing detailed information across multiple systems to accurately resolve complex TRICARE-related inquiries while delivering clear, thorough, and easy-to-understand responses.
• Use various systems to find complex information and explain it patiently in an easy-to-understand manner.
• Quickly and efficiently respond to billing agents in hospitals and clinics regarding claim payment statuses, billing inquiries, and correcting billing errors as needed.
• Maintain a high level of accuracy in handling confidential information and records.
• Provide exceptional customer service to ensure a positive experience for each caller.
• Ensure adherence to regulatory guidelines (e.g., HIPAA, CMS) when providing information and service to members and providers.

Requirements

• High School Diploma or GED or equivalent experience.
• 1 or more years of customer service experience in a fast-paced, high-volume call center environment.
• Strong verbal and written communication skills with the ability to effectively explain complex information.
• Proficiency in Microsoft Office Suite and customer service software.
• Demonstrated customer service skills and the ability to handle difficult situations with empathy and patience.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Ability to maintain a high level of accuracy and attention to detail.
• Wired (ethernet cable) internet connection from your router to your computer.
• High-speed cable or fiber internet with a minimum of 10 Mbps downstream and at least 1 Mbps upstream.

Preferred Qualifications

• 2 or more years of experience in a fast-paced, high-volume call center environment.
• 1 or more years of customer service experience working with health insurance and/or medical claims.
• Ability to learn medical and insurance terminology.
• 1 or more years of experience navigating dual monitor screens and utilizing multiple programs at once.
• Strong skills in multitasking, research, and problem-solving.

Pay

$19.00/hour plus a 2nd shift differential of $0.75/hour after training.

Schedule

• Training: First 8 weeks from 8:00am–4:35pm CST, Monday–Friday.
• Scheduled Shift (after training): 10:25am–7:00pm CST (2nd shift).

Work Location

Remote work is available in the following approved states: Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin.

Benefits

• Remote and hybrid work options.
• Performance bonus and/or merit increase opportunities.
• 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% (100% vested immediately).
• Competitive paid time off.
• Health insurance, dental insurance, and telehealth services starting on day 1.
• Professional and leadership development programs.

About Us

WPS is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin. We offer health insurance plans for individuals, families, seniors, and group health plans for small to large businesses. WPS processes claims and provides customer support for Medicare beneficiaries and manages benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS has been making healthcare easier for nearly 80 years and is proud to be military and veteran ready.

Culture

WPS fosters an open and empowering employee experience, recognizing the benefits of engagement as an investment in its workforce. The company values diverse perspectives to drive agility and innovation on high-performing teams, encouraging employees to bring their authentic selves to work. WPS has received local and national recognition for its culture and workplace.