Become a part of our caring community and help us put health first
 

The Consumer Service Operations Professional 2 - provides customer service support for Military Treatment Facilities (MTFs) and TRICARE beneficiaries in specified geographical areas. Presents individual and group TRICARE information and briefings to diverse audiences that range from military General Officers to active duty members and their families to military retiree organizations. Augments the HSM/HSC in accomplishing their scope of work. Must possess a strong knowledge and understanding of the TRICARE program as well as general business operations to ensure contract performance is consistently within expected performance standards. Demonstrates professionalism and is able to work independently with minimal supervision. Exercises discretion, independent judgment and critical thinking skills when prioritizing issues, addressing concerns, making decisions and seeking resolutions for both internal and external customers.

The Consumer Service Operations Professional 2 identifies and accesses resources as appropriate to achieve issue resolution. Liaisons with other departments as needed to resolve issues and to promote education and understanding of business requirements and resource management practices. Professional and articulate, comfortably presents TRICARE program information to any audience.

Key Accountabilities:

• Briefing Requirements. Exhibits ability to work autonomously. Conducts TRICARE briefings and beneficiary education within assigned Health System Areas (HSAs) as scheduled or upon request, and within required timeframes in accordance with Humana Military contract performance standards. Conducts presentations tailored to the needs of the audience.

• Beneficiary Support. Provides accurate and timely guidance to beneficiaries on applicable TRICARE benefits and services. Proactively seeks out, identifies and resolves problems affecting TRICARE beneficiaries. Educates and promotes beneficiary use of TRICARE self-service resources.

• MTF Support. Works collaboratively with HSMs/HSCs and MTF personnel to manage relationships and facilitate resolution of issues within assigned HSAs. Provides timely follow-up to customer inquiries. Establishes and maintains positive working relationships with MTF personnel.

• Communication and Relationships. Develops and fosters relationships that enable the associate to identify and meet customer needs. Displays positive verbal and written communication skills. Effectively communicates with internal and external customers. Maintains open lines of communication with HSMs/HSCs, other team members and government partners. Provides back-up support for HSMs/HSCs. Responds to internal and external customer needs in a timely manner, appropriately utilizes resources to achieve resolution, and ensures follow-up until issues are resolved.

• Reporting and Documentation. Utilizes designated information systems to track issues and resolution status. Responsible for accurate and timely completion of required documentation and file maintenance with updates as necessary. Identifies opportunities for process improvement and provides feedback to leadership. Ensures data updates necessary to meet monthly contract reporting compliance.

• Travel and Scheduling. Responsible for coordinating meetings/appointments and maintaining accurate schedules. Communicates availability with leadership and identified MTF Point Of Contact (POC). Makes own travel arrangements and submits expense reports per policy guidelines. Prioritizes workload to maintain established schedules and deadlines.

Will work onsite 5 days a week at the Military Treatment Facility (MTF) at Fort Jackson Army base in Columbia, SC. 

Will also travel to and provide additional support at Shaw AFB. 
 

Use your skills to make an impact
 

Required Qualifications

• Strong experience in customer relations, public contact position, and/or TRICARE experience, including making presentations to groups

• Demonstrated ability to analyze information, research problems, and determine and implement solutions

• Ability to multi-task and work in a very fast-paced environment

• Strong written and verbal communication skills to include presentation skills

• Excellent interpersonal skills and ability to develop collaborative working relationships across multiple functional areas in the organization or with consumers

• Consultative skills which include ability to assess, understand the consumer and make recommendations

• Ability to work independently

• Comprehensive knowledge of Microsoft Office Suite to include Word, Excel, PowerPoint and Access

• Willingness to travel and work uncommon ho