This job has closed.

TriWest Healthcare Alliance · 1 day ago

Customer Service Navigator

United States

Full-time

Remote

Entry Level

$40K/yr - $45K/yr

1+ years exp

TriWest Healthcare Alliance is dedicated to serving America's heroes by connecting them to healthcare in the community. The Customer Service Navigator manages escalated and complex customer service inquiries through various communication channels, ensuring customer satisfaction and operational efficiency.

Health Care

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Assigned to the Navigator call queue, provides subject matter expertise (SME) by correctly answering telephonic, electronic and chat inquiries regarding operational processes and complex customer service inquiries

Develops and maintains TRICARE benefit knowledge, processes and procedures. Attends and masters applicable training

Handles escalated inquiries from staff and other departments ensuring a quick and accurate resolution to maintain internal and external customer satisfaction

Connects with other department designated SMEs as needed to ensure first call resolution

During times of excessive inbound call volumes and/or task inventory, takes inbound or makes outbound calls depending on call volume needs

Tracks and analyzes escalation patterns to identify common issues, knowledge gaps, or process inefficiencies, sharing findings with management to drive improvements in training, policies and workflows

Partners with the Training, Knowledge Management, as well as other departments to resolve the identified knowledge gaps by supporting leaders with tools and information to resolve concerns

Maintains updated knowledge of software applications, on-line systems, Customer Service Representative procedures and processes

Assists Customer Service Representative leaders in tracking learning opportunities and Navigator Support Desk utilization

Supports the leadership teams through data and program knowledge. Coaches to correct responses but does not performance-coach/lead

Documents all communications involving customer contacts

Coordinates complete resolution of service issues by interfacing with the TriWest Complaints & Grievance Specialists, Military and Veteran’s Services (MVS), and DHA, other departments when requested

Consistently contributes to the achievement of department productivity and performance metrics

Performs other duties as assigned

Regular and reliable attendance is required

Qualification

TRICARE customer serviceHealth plan experienceCall management methodologyComputer literacyCoachingMulti-taskingCommunication skillsProblem solvingOrganizational skillsTeam player