Alaska Residents--TRICARE Customer Service Rep

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Profile<br><br><strong>MUST RESIDE IN ALASKA TO BE ELIGIBLE FOR THIS POSITION<br><br></strong>Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.<br><br>Veterans, Reservists, Guardsmen and military family members are encouraged to apply!<br><br><strong>Job Summary<br><br></strong>TriWest is proud to be on a mission to serve our nation’s heroes. In this critical role, you will be in the front-lines facilitating our military populations’ health care needs by providing outstanding customer service in a fast-paced Contact Center. You will respond to inbound calls, chat, email or other written correspondence regarding enrollment, claims, referrals and authorizations and appointments. Combine your passion for our military community with your proven customer service skills in this mission to serve those who serve.<br><br><strong>Education & Experience<br><br></strong><strong>Required: <br><br></strong><ul><li> High School diploma or GED</li><li> U.S. Citizenship</li><li> Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation. </li><li> At least two years of professional work experience in a customer service environment</li><li> Excellent verbal and writing skills. </li><li> Technology literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment. <br><br></li></ul><strong>Preferred<br><br></strong><ul><li> TRICARE customer service experience</li><li> Contact center experience to include call center chat messaging</li><li> Military connectedness<br><br></li></ul><strong>Key Responsibilities<br><br></strong><ul><li> Accurately and professionally answer health care inquiries and provide resolutions to TRICARE beneficiaries & providers over the phone, chat, email or other written correspondence. </li><li> Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgement and the tools at your disposal to resolve customer issues on the initial contact</li><li> Meet department productivity and performance metrics to include consistent and regular attendance. Adhere to published schedule and prioritize workload to answer incoming calls. </li><li> Document customer interactions and cases in a customer relationship management (CRM) system. </li><li> Participates in continuous training in order to become fully proficient in resolving all customer inquiries</li><li> Regular and consistent attendance<br><br></li></ul><strong>Competencies<br><br></strong><strong>Commitment to Task: </strong>Ability to conform to established policies and procedures; exhibit high motivation.<br><br><strong>Communication / People Skills: </strong>Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.<br><br><strong>Computer Literacy: </strong>Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.<br><br><strong>Coping / Flexibility: </strong>Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.<br><br><strong>Empathy / Customer Service: </strong>Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.<br><br><strong>Information Management: </strong>Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.<br><br><strong>High Intensity Environment: </strong>Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.<br><br><strong>Organizational Skills: </strong>Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.<br><br><strong>Team-Building / Team Player: </strong>Influence the actions and opinions of others in a positive direction and build group commitment.<br><br><strong>Technical Skills: </strong>Proficient data entry skills; ability to meet daily call and chat requirements.<br><br><strong>Working Conditions<br><br></strong><strong>Working Conditions<br><br></strong><ul><li> Ability to cover any work shift</li><li> Ability to work overtime, if needed</li><li> Onsite: Works within a standard office environment</li><li> Remote: Private and secure work space and work station with high speed internet is required. </li><li> Extensive computer work with prolonged sitting, wearing of headset, typing, speaking on a phone<br><br></li></ul><strong>Company Overview<br><br></strong><strong>Taking Care of Our Nation’s Heroes. <br><br></strong><strong>It’s Who We Are. It’s What We Do.<br><br></strong>Do you have a passion for serving those who served?<br><br><strong>Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®!<br><br></strong>Our job is to make sure that America’s heroes get connected to health care in the community.<br><br>At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.<br><br>DoD Statement<br><br>Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.<br><br><strong>Benefits<br><br></strong>We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:<br><br><ul><li>Medical, Dental and Vision Coverage</li><li>Paid time off</li><li>401(k) Retirement Savings Plan (with matching)</li><li>Short-term and long-term disability, basic life, and accidental death and dismemberment insurance</li><li>Tuition reimbursement</li><li>Paid volunteer time <br><br></li></ul>Equal Employment Opportunity<br><br>TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that cultivates and supports diversity at every organizational level, including hiring and retaining a diverse workforce, and we highly encourages candidates from all backgrounds to apply. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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