TriWest Healthcare Alliance · 18 hours ago

Manager, Enrollment Customer Service

Phoenix, AZ

Full-time

Remote

Mid, Senior Level

$115K/yr - $115K/yr

5+ years exp

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Health Care

Actively Hiring

No H1B

U.S. Citizen Only

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Responsibilities

Directs contact center enrollment operations and staff to achieve departmental goals. Develops and implements process improvements to enhance contact standards, practices, and procedures. Ensures that Enrollment processing and billing contact center operations are consistent with defined procedures and comply with TRICARE and government requirements.

Supervises, coaches, trains, and develops staff. Coordinates work schedules. Ensures that staff is fully informed of TRICARE fundamentals and contractual changes. Develops annual employee performance reviews and developmental plans.

Sponsors, manages and participates on special projects with cross-functional work groups including senior leadership from TriWest, TriWest’s subcontract partner, Defense Health Agency (DHA) and other applicable TRICARE departments

Collaborates and coordinates system changes in operational processes, including new technologies. Maintains project plans and testing documentation for all Enrollment customer service-related applications, including TriWest, government and subcontractor systems.

Participates in Enrollment meetings as necessary.

Ensures timely and effective resolution of fee concerns. Personally, handles or oversees resolution of difficult Enrollment and fee issues.

Oversees customer service efforts to resolve complex enrollment issues with other TriWest departments and external entities, including TriWest’s subcontract partners, TRICARE Service Centers, TRICARE Customer Assistance Centers, TriWest Enrollment Department, Congressional and Customer Relations, Health Care Services, Contract Management, Claims, and Provider Services

Ensures complete and prompt resolution to any issues requiring Enrollment customer service intervention. Collaborates with others to execute resolution, including TriWest departments leaders and DHA/TRICARE representatives.

Develops and tracks metrics to measure effectiveness and efficiency of Enrollment contact operations for process improvement

Monitors Enrollment Fees & Administration outcomes, including fees, billing and accounting, documentation, and beneficiary fees inquiries

Ensures department desk procedures are up-to-date and accurate.

Participates in projects, cross-functional teams, cross-functional meeting, and conferences as required.

Updates Contact Center Director on personnel issues, system issues or process issues that impact workload

Works overtime as needed.

Regular and reliable attendance is required.

Qualification

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Healthcare claims processingPremium billingLeadership experienceTRICARE knowledgeEnrollment processesProcess improvementMicrosoft OfficeInformation management