Health Benefits Advisor

About the role

International SOS is the world's leading medical and security services company, administering the TRICARE Overseas Program (TOP) on behalf of the Defense Health Agency (DHA) for U.S. military members, families, and retirees stationed overseas.

This permanent full time role of a Health Benefits Advisor (HBA) is to provide exceptional customer service and expert beneficiary education as the trusted, in-person healthcare support for the NSA Stirling community helping TRICARE-eligible beneficiaries navigate the Australian healthcare system and access the care they require. 

Key responsibilities

• Provide on-site guidance on TRICARE benefits, eligibility, enrollment, disenrollment, and regional transfers 
• Connect beneficiaries with appropriate specialists, mental health services, and other healthcare resources, explaining referral processes and how to access covered care in Australia
• Support claims and referral queries, providing status updates and resolving issues with the TRICARE Overseas Program Contractor, escalating complex cases as needed
• Lead TRICARE informational sessions for newcomers, in/out processing, pre-separation, retirement, and other community events at NSA Stirling
• Maintain accurate records in applicable Government and Contractor systems
• Handle all beneficiary information in line with HIPAA regulations and Australian privacy requirements

About you

• Minimum 3 years of customer service experience
• Familiarity of the TRICARE Overseas Program (TOP) and the Defense Enrollment Eligibility Reporting System (DEERS) is desirable
• Understanding of, or the ability to gain an understanding of, local medical resources and locations.
• Work Experience in one or more of the following areas: Military healthcare delivery system / Civilian healthcare or managed care system / Medical or clinical environment, medical claims
• High School Diploma or General Educational Development (GED) minimum
• Strong communicator, clear, empathetic, and confident in person and on the phone
• Self-starter with strong organisational skills and attention to detail
• Proficient in Microsoft Office
• Valid Australian driver's licence and access to a vehicle
• Must meet Australian Government security clearance requirements for this position
• Based in Rockingham / Perth and able to commute to work

Benefits

• Build real relationships as the go-to expert for an on-base military community
• Develop expertise in healthcare navigation, benefits education, and cross-cultural care
• Work with a global organisation supporting people in 90 countries
• Structured hours, government-furnished workspace, and a strong team culture