TRICARE Global First Call Desk Customer Service Executive

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The TRICARE Customer Service Executive (CSE) would be the first point of contact for the client, providing a full range of operational support to those seeking access to the TRICARE Overseas Program (TOP). Responding to inbound calls or contact from our beneficiaries based around the world, either current or former members of the US military and their families, who want to access medical services.

Start Date: Tuesday, May 27th Location: 654 Richland Hills Drive, San Antonio, TX 78245

Salary: base pay will be $20 per hour to be paid on a bi-weekly schedule.

A shift differential will be available, as follows (these are not shifts listed but rather what time different shift differentials activate):

• If you happen to work weekdays (Monday to Friday) from 7:00 AM to 4:30 PM, the hourly rate is your base pay of $20/hr.
• If you happen to work weekdays (Monday to Thursday) from 4:30 PM to 7:00 AM, the hourly rate is $22/hr. ($20 base pay + $2 differential).
• If you happen to work weekends (Saturday and Sunday) from 7:00 AM to 4:30 PM, the hourly rate is $22/hr. ($20 base pay + $2 differential).
• If you happen to work weekends (Friday to Sunday) from 4:30 PM to 7:00 AM, the hourly rate is $23/hr. ($20 base pay + $3 differential).

Schedule: Training will be for the first 6 weeks (5 days a week/ 9 hours per day w/ 1 hr unpaid lunch) and will consists of 4 weeks classroom training + 2 weeks on-the-job training. After you graduate from training, Agents could be scheduled for Sun-Thurs, Sat - Wed, or the entire weekend, between the hours of 9A-7P (5 days a week/9 hours per day w/ 1 hr unpaid lunch). Agents are scheduled based on business needs. Weekends are rotating based on our work optimization report and all employees are required to work 3 holidays per year.

This position is fully office based.

Key Responsibilities

• Answering telephone calls and inquiries from US military personnel and their families to facilitate healthcare access.
• Redirecting calls to appropriate teams to resolve callers' needs.
• Using Salesforce CRM to manage and record cases, allocate tasks, send authorization letters, and follow up on actions.
• Escalating cases as needed and providing timely updates to stakeholders.
• Demonstrating professionalism, positivity, and empathy when assisting callers.
• Helping customers with healthcare inquiries, enrollment, and claims requests.
• Ensuring medical service requests comply with TRICARE policy.
• Coordinating treatment authorizations by liaising with global third-party providers (e.g., hospitals and clinics).
• Booking and modifying medical appointments for clients.
• Following up with customers when necessary.
• Logging customer feedback for quality improvement and handling service recovery.
• Researching relevant information for customers using available resources.
• Strictly adhering to HIPAA policies.
• Consistently embodying company values and promoting International SOS policies and procedures.
• Completing annual mandatory training as directed.
• Submitting weekly timesheets through the government timekeeping system.
• Performing other reasonable duties as assigned by the manager.
• Meeting and maintaining performance standards.

Required Qualifications

• Worked in a call center environment. - Call handling, transfers, inbound and outbound
• Understand call and email etiquette.
• Worked in a health insurance, medical or any related business.
• Exposed to administrative work like claims processing, enrollments, billing etc.
• Experience with SAP or Salesforce is a plus
• Or equivalent military experience

• Must be able to work a shift-based position with fixed schedules
• This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.
• Proficient at typing
• Proficient at basic computer applications (MS Suite, Web browsing)
• Preferably educated to High School level or equivalent
• College Graduate Preferred

• English language skills (oral and written)
• Ability to speak, read and write in Spanish preferred.
• Bilingual in any other language is preferred

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.