Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you have a strong desire to work in a dynamic and supportive environment where you can grow and develop your skills? If so, we encourage you to apply for the Experienced Customer Service Representative – TRICARE Program Support position at blithequark.As a key member of our TRICARE Support team, you will play a vital role in providing empathetic and efficient support to beneficiaries, family members, military personnel, and medical providers. You will be responsible for answering program benefit questions, updating beneficiary demographics, performing enrollments, and resolving complex or escalated concerns. Your exceptional communication skills, attention to detail, and ability to work in a fast-paced environment will make you an invaluable asset to our team.Aboutblithequarkblithequark is a leading provider of business services to governments, helping them operate health and human services programs. Our team is dedicated to delivering exceptional service and support to our clients, and we are committed to creating a positive and inclusive work environment for all our employees.Job SummaryWe are seeking an experienced Customer Service Representative to join our TRICARE Support team. As a key member of our team, you will be responsible for providing exceptional customer service to beneficiaries, family members, military personnel, and medical providers. You will be working remotely, using a patient-centric approach to assist callers with program benefit questions, update beneficiary demographics, perform enrollments, and resolve complex or escalated concerns.Key Responsibilities* Provide exceptional customer service to beneficiaries, family members, military personnel, and medical providers via multiple channels (telephone, email, web chat, or written letters)* Answer program benefit questions, update beneficiary demographics, perform enrollments, and resolve complex or escalated concerns* Use computerized systems for tracking, information gathering, and troubleshooting* Provide feedback and input on call trends, processes, procedures, and training* Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff* Ensure incoming communications are answered promptly, appropriately, and courteously* Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients* Provide 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* De-escalate 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 reflect and document client activity/transactions* Meet performance requirements and maintain knowledge of project policies and procedures* Actively participate in and support departmental and organizational quality initiatives and goals* Work in a systematic, methodical, and orderly way to maintain quality work and high productivity* Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment* Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements* Complete any other reasonable duties as requested by the manager* Comply with HIPAA (Health Insurance Portability and Accountability) privacy rulesRequirements* High school diploma or equivalent with 6 months of customer service experience* Must be able to speak and read English clearly, professionally, and fluently* Ability to obtain US Security Clearance* Must be a US Citizen* Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs* Ability to pass a skills assessment* Experience with healthcare insurance plans and billing* Experience with military health program* Experience of healthcare terms* Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools* Ability to speak Spanish, highly desirable* 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 multitaskingPreferred Qualifications* Bachelor's Degree or equivalent government or private-sector work experience* Minimum of 1+ years 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 working with TRICARE program or similar healthcare programsWork EnvironmentAs a remote employee, you will be working from a HIPAA-compliant workspace, with a private and secure environment away from others, noise, and distractions. You will need to have a reliable high-speed internet connection, with an internet download speed of 25mbps and 5mbps (10 preferred) upload or higher.Compensationand BenefitsWe offer a competitive hourly base pay rate of $18.75, with opportunities for growth and development. As a remote employee, you will also have access to a range of benefits, including:* Comprehensive health insurance* 401(k) retirement plan* Paid time off and holidays* Opportunities for professional development and training* A supportive and inclusive work environmentHow to ApplyIf you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!Equal Employment Opportunityblithequark is an Affirmative Action/Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment, and we welcome applications from all qualified candidates. We are proud to be an equal opportunity employer and welcome applications from diverse candidates, including veterans, individuals with disabilities, and members of underrepresented groups.Pay TransparencyFor positions on this contract, blithequark will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.Apply for this job