TRICARE Support Executive

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Official Title: TRICARE Support Executive (“TSE”) in the Beneficiary Support Center (“BSC”) where our Enrollments and Claims teams are.  
Location: 654 Richland Hills Drive, San Antonio, TX 78245

Salary: base pay will be $21 per hour to be paid on a bi-weekly schedule.A shift differential will be available, as follows (These aren’t specific shifts but rather the times that the shift differential pay kicks in):

• For weekdays (Monday to Friday) from 8:00 AM to 4:30 PM, the hourly rate is your base pay of $21/hr.
• For weekdays (Monday to Thursday) from 4:30 PM to 8:00 AM, the hourly rate is $23/hr. ($21 base pay + $2 differential).
• For weekends (Saturday and Sunday) from 8:00 AM to 4:30 PM, the hourly rate is $23/hr. ($21 base pay + $2 differential).
• For weekends (Friday to Sunday) from 4:30 PM to 8:00 AM, the hourly rate is $24/hr. ($21 base pay + $3 differential).

Schedule:Training will be for the first 6 weeks (5 days a week/ 9 hours per day w/ 1 hr unpaid lunch) and will consists of 4 weeks classroom training + 2 weeks on-the-job training.After you graduate from training, Agents will be scheduled any day of the week Sun-Sat (may not be consecutive work days)  and we are also asking all to be agreeable to being scheduled any hours between 6A-12A. No overnights though but could be either morning or mid day shift, based on business needs. Schedule is fixed, so once you get your official schedule, it is set that way moving forward so you can plan accordingly.

This position is fully office based, 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

What you'll do

• Answer all incoming calls promptly using the prescribes protocols and ensuring complete resolution. 
• Make outbound calls to follow up with beneficiaries and providers on queries, when appropriate. 
• To work with International SOS teams and designated Government points of contact to ensure TRICARE processes and benefits rules are understood and communicated accurately to beneficiaries.
• Actively promote Electronic Claims Submission and Payment solutions and other self-servicing products. 
• Demonstrating professional, positive, caring and empathetic approach when assisting callers.
• Maintains confidentiality of all beneficiary information. 
• Maintains specific quality and quantity standards.
• Adheres to company policies and procedures at all times. 
• Assists with the training of new staff by mentoring them during their training program period, upon request. 
• Comply with established Service Recovery Protocol. 
• Attends and participates in International SOS Staff meetings and Education offerings. 
• Other duties as assigned.

What you bring

Required Work Experience 
• Worked in a call center environment. – Call handling, transfers, inbound and outbound
• Understand call and email etiquette.
• Worked in a health insurance, medical or any related business.
• Exposed to administrative work like claims processing, enrollments, billing etc.
• Experience with SAP or Salesforce is a plus
• Or equivalent military experience 

Required Qualifications 
• Must be able to work a shift-based position with fixed schedules 
• 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. 
• Proficient at typing 
• Proficient at basic computer applications (MS Suite, Web browsing)
• Preferably educated to High School level or equivalent 
• College Graduate Preferred

Required Languages
• English language skills (oral and written)
• Ability to speak, read and write in Spanish preferred. 
• Bilingual in any other language is preferred

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.