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International SOS · 3 months ago

TRICARE Global First Call Desk Customer Service Executive

San Antonio, TX

Full-time

Onsite

New Grad, Entry Level

$20/hr - $20/hr

International SOS is seeking a TRICARE Customer Service Executive to serve as the first point of contact for clients seeking access to the TRICARE Overseas Program. The role involves responding to inquiries from US military personnel and their families, facilitating healthcare access, and ensuring compliance with TRICARE policy.

MedicalNon ProfitRisk ManagementSocial AssistanceTravel

No H1B

U.S. Citizen Only

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

Qualification

Call center experienceSalesforce CRMHealth insurance experienceTyping proficiencyBilingual (Spanish)Basic computer applicationsCallEmail etiquetteAdministrative work

Required

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)