TDB Communications LLC is seeking TRICARE T5 – Navigator to join our Remote Work From Home Team. TRICARE T5 – Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries. Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues. Reinforce Maximus’ Federal’s highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers. Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers. Using a patient-centric approach, the team will assist callers to navigate and answer the TRICARE program benefit questions, update the beneficiary demographics in the government system, perform enrollments into the TRICARE program, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program. To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.
Start Date: September 20th, 2024 – New Hire Onboarding, September 23rd, 2024 – New Hire Training
Location: REMOTE (Must meet all remote work requirements)
Hours of Operations/Schedule: The TRICARE T5 – Navigators will align to an operations schedule that best fits the business, employees and projects’ needs.
* Candidates Must be flexible with all schedules.
**Please note that all schedules are subject to change due to business needs.
Pay and Benefits:
* Base rate: $22.00 to $25.38 HRLY – Experience
* Medical, Dental, and Vision benefits available
* 401(k) available
* Paid holidays
* PTO (Paid Time Off)
Essential Duties and Responsibilities
* Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide recommendations, and resolve escalated issues.
* Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.
* Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better understanding of policies, procedures, and systems.
* Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.
* Resolve complex or escalated concerns with informed and objective responses regarding program eligibility requirements, enrollments and program benefits.
* Deescalate and manage complaints in a professional manner, resolving them wherever possible.
* Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project policies and procedures.
* Monitor active participation in and support departmental and organizational quality initiatives and goals.
* Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment.
* Assist with continuous process improvement efforts by making recommendations for policy changes or additions.
* Provide updates to supervisor regarding staff performance progress.
* Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
Experience
* 2+ years of contact center experience
* Minimum of 1 year of military health program experience
* Experience with healthcare insurance plans and billing
* Experience with healthcare terms
* 3+ years of experience in delivering excellent customer service in a high-paced environment
* 1+ years of demonstrated leadership
* Experience working remotely as part of a team including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
Skills:
* Ability to speak Spanish, highly desirable
* Excellent written and oral communication skills
* Strong interpersonal skills with the ability to build relationships at all levels
* 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 multi-tasking
* Proficient with computer including Microsoft Office Suite, internet and multi-tasking between multiple screens and programs
* Ability to pass a skills assessment
Education:
* Bachelor’s Degree or equivalent combination of government and/or private-sector work experience preferred.
o Minimum High School Diploma/GED is required
* Ability to pass a skills assessment
Remote Work Requirements
* HIPPA compliant workspace
o Private and Secure workspace away from others, noise and distractions.
* Reliable high-speed internet-Ethernet/hard wired Connection (no Wi-Fi or Hotspots).
* Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net).
Minimum Requirements:
* Ability to obtain US Security Clearance
* Must be a US Citizen
* Ability to work a shift during standard hours of operation which are Monday-Friday from 9AM-MIDNIGHT EST. Extended hours, weekend and/or holiday hours may be required on occasion.
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About TDB
* TDB Communications, Inc. is an 8(a) minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.
* Since 1999, we have deployed thousands of employees for 70 agencies in 30+ states. We have proven our ability to serve the government with the highest levels of quality and productivity.
* Reasonable Accommodation
* If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.
EEO Statement
TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression,
marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
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* 60 Mbps Download Speed
* 6 Mbps Upload Speed
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