TRICARE Customer Service Rep Alaska

Job Summary

TriWest is dedicated to serving our nation's heroes. This role involves facilitating health care needs for TRICARE beneficiaries and providers through outstanding customer service in a fast-paced Contact Center.

Key Responsibilities

• Accurately and professionally answer health care inquiries and provide resolutions to TRICARE beneficiaries & providers over the phone, chat, email or other written correspondence.
• Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgement and the tools at your disposal to resolve customer issues on the initial contact.
• Maintain department productivity and performance metrics to include consistent and regular attendance.
• Adhere to published schedule and prioritize workload to answer incoming calls.
• Document customer interactions and cases in a customer relationship management (CRM) system.
• Participate in continuous training to become fully proficient in resolving all customer inquiries.
• Regular and consistent attendance.

Competencies

• Commitment to Task: Ability to conform to established policies and procedures; exhibit high motivation.
• Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.
• Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.
• Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
• Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.
• Information Management: Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.
• High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
• Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.
• Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.
• Technical Skills: Proficient data entry skills; ability to meet daily call and chat requirements.

Contact Information

TriWest offers remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

The Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position. Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Benefits

We offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

Salary range: Around $41,000 - $44,000 per year.

Equal Employment Opportunity: TriWest Healthcare Alliance is an equal employment opportunity employer. We strive to create an inclusive environment that supports diversity at every organizational level.