Senior TRICARE Support Executive

Essential Job Duties and Responsibilities:

A. Overall Purpose of The Job (Brief description of the primary purpose of this position)

The Senior TSE position is responsible for the accurate BSC Payment Processing & Reconciliation in coordination with external sub-contractors. This shift-based role involves handling BSC Payment/Finance calls and performing finance reconciliation including payment reconciliation, cash applications, and issue resolution. The position requires strong Excel proficiency, previous Enrollments experience, and the ability to maintain quality standards while adhering to company policies and procedures.

Responding to inbound calls or contact from our beneficiaries based around the world, either current or former members of the US military and their families, who want to access medical services.

B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)

This is a shift-based role with fixed schedules (based on business needs)
•    Inbound Calls: Handle BSC Payment/Finance calls, including payment completion, research, and resolution, ensuring quality standards. 
•    Finance Reconciliation: Perform finance reconciliation and related non-phone tasks.
•    Payment Reconciliation: Reconcile internal payment logs with financial system reports.
•    Cash Applications: Timely processing of check, wire, ACH, and credit card payments.
•    Monthly Reconciliation Tasks: Complete tasks such as Auto Pay, Disenrollment, Unapplied Payments, Not Paid, Rejected, Suspended, No Match, Declines, Chargebacks, Returns, Batch, Allotment Deductions, Payment Transfers, and reconciliation within a team environment. Chargent project initiative will continue to evolve these report processes.
•    Issue Resolution: Collaborate with supervisors and contractors to resolve cash application issues, including refunds for overpayments or duplicate payments.
•    Reporting: Create internal correspondence summary reports.
•    Subject Matter Support: Assist in complex and escalated enrolment cases.
•    Quality and Quantity Standards: Maintain specific standards consistently.
•    Policy Adherence: Follow company policies and procedures at all times.
•    Training Support: Mentor new staff during their training program upon request.
•    Service Recovery: Comply with established service recovery protocols.
•    Meetings and Training: Attend and participate in staff meetings and educational offerings.
•    Additional Duties: Perform any other reasonable duties as requested by team leader and manager.

C. Job Profile - Required Skills and Knowledge

Essential:
•    Excel Proficiency: Strong knowledge and expertise in Excel, including creating spreadsheets, applying formulas, adding pivot tables, and analyzing data. This role requires someone highly comfortable with Excel.
•    Personal Attributes: Mature, bright, personable, open-minded, and proactive.
•    Creativity: Ability to develop new processes independently without needing encouragement.
•    Quality and Quantity Standards: Maintain specific standards consistently.
•    Communication: Ability to provide clear and concise written updates in English.
•    Technical Skills: Proficient in web browsing and Microsoft Office (Outlook, Word, and basic Excel).
•    Data Analysis: Skilled in using Excel for sorting, filtering, and analyzing data and reports.
•    Professionalism: Maintain a professional environment through individual dress, workspace, and personal demeanor.
•    Planning and Organization: Capable of planning and preparing for future events, formulating clear and structured action plans, prioritizing tasks effectively, and setting realistic expectations.
•    Interpersonal Skills: Use appropriate interpersonal styles to inspire, guide, and work with others, adapt style and approach, motivate action in others, and facilitate change.

Required Competencies (Critical behaviors necessary to successfully perform the job)
Delivering Results & Meeting Customer Expectations:

• Listens to and understands customer needs.
• Seeks ways to resolve specific customer questions.
• Sets high standards for quality and quantity.
• Works systematically, methodically, and in an organized manner.

Following Instructions & Procedures:

• Adheres to procedures and policies.
• Keeps to schedule and is punctual for work and meetings.
• Demonstrates reliability and commitment to the organization.
• Complies with legal obligations and safety requirements.

Coping with Pressures & Setbacks:

• Works productively in a pressurized environment.
• Shows emotional resilience during difficult situations.
• Balances work and personal life demands
• Maintains a positive and healthy outlook at work.
• Uses feedback for learning and improvement.

Working with People:

• Shows interest in and understanding of others.
• Adapts to the team and builds team spirit.
• Recognizes and rewards the contributions of others.
• Listens, consults, and communicates proactively.

Communicating Effectively:

• Communicates clearly and in an organized manner.
• Ensures others understand the message.
• Promptly seeks guidance when needed with assigned tasks

Required Work Experience (Brief description of the job-related experience needed to perform the job)
•    Customer Service Experience: In-person or phone-based customer service experience, or equivalent military experience.
•    Enrollment Experience: Prior experience in enrollment is essential.

Required Qualifications:
•    Excel Proficiency: Strong knowledge and proficiency in Excel, including creating spreadsheets, applying formulas, adding pivot tables, and analyzing data. This role is Excel-intensive and requires someone highly comfortable with the program.
•    Security Clearance: 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 the clearance process.
•    Typing Skills: Proficient in typing.
•    Computer Applications: Proficient in basic computer applications (Microsoft Suite, web browsing).
•    Education: Preferably educated to high school level or equivalent.
•    Finance Reconciliation: A proven history in finance reconciliation is preferred.

Required Languages:
•    English: Proficient in oral and written English.
•    Spanish: Ability to speak, read, and write in Spanish is preferred.
•    Bilingual: Proficiency in any other language is preferred.

Travel/Rotation/Other Requirements:
•    Shift-Based Role: This is a shift-based role with fixed schedules based on business needs.
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