Call Center Team Lead - TRICARE (Remote) - Maximus

Summary

This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers. Using a patient-centric approach, the TRICARE Support team will assist callers to navigate and answer TRICARE program benefit questions, update the beneficiary demographics in the government system, change the Primary Care provider for the beneficiary and/or family, assist with claim questions, and other calls related to the TRICARE program. To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance.

Overview

Navigators use their advanced knowledge of military health call center operations and service delivery to resolve escalated issues, cases, concerns, and inquiries. Will act as a resource for the TRICARE Support Representative (TSR) team to assist with questions, escalations and complex issues. Reinforce Maximus' Federal's highest standards of customer service and excellence by monitoring TSRs and providing feedback to ensure empathetic, accurate, compliant, and efficient service is provided to all callers. Support team supervisor to ensure daily goals, quality case coordination, and shift priorities are accomplished on a consistent basis.

Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.

- Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide
recommendations, and resolve escalated issues.

- Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.

- Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better
understanding of policies, procedures, and systems.

- Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.

- Resolve complex or escalated concerns with informed and objective responses regarding program
eligibility requirements, enrollments and program benefits.

- Deescalate and manage complaints in a professional manner, resolving them wherever possible.

- Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project
policies and procedures.

- Monitor active participation in and support departmental and organizational quality initiatives and goals.

- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and
productive environment.

- Assist with continuous process improvement efforts by making recommendations for policy changes or
additions.

- Provide updates to supervisor regarding staff performance progress.

- Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

Minimum Requirements

- High School diploma or equivalent with 1-2 years of customer service experience.
- May have additional training or education in area of specialization.

Experience:

- Minimum of 2+ years of contact center experience.

- Minimum of 1 year of military health program experience.

- 3+ years of experience in delivering excellent customer service in a high-paced environment.

- 1+ years of demonstrated leadership.

- Experience with healthcare insurance plans, healthcare terms, and billing.

- Experience working remotely as part of a team including using digital tools like Microsoft Teams, Zoom,

SharePoint, Chat, and/or other digital tools.

Skills:

- Strong interpersonal skills with the ability to build relationships at all levels.

- Ability to convey information and feedback in a respectful, professional and effective manner.

- Ability to provide courteous, respectful and prompt service to all callers.

- Excellent written and oral communication skills.

- Able to effectively work with resources, knowledge base, job aids and procedures to quickly answer
client concerns.

- Proactive, self-starter with the ability to work well in a team environment.

- Detail-oriented with good organizational skills and capable of effectively prioritizing.

- Proficient with using computers, computer programs, internet, Microsoft Office applications and
multi-tasking between multiple screens and programs.

Education:

- High school diploma or GED required.

- Bachelor's Degree or equivalent combination of government and/or private-sector work experience
preferred.

- Ability to pass a skills assessment.

Remote Work Requirements
- HIPPA compliant workspace - Private and Secure workspace away from others, noise and distractions.
- Reliable high-speed internet-Ethernet/hard wired Connection (no Wi-Fi or Hotspots).
- Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test
this by going to www.speedtest.net).

Minimum Requirements:
- Ability to obtain US Security Clearance.
- Must be a US Citizen.
- Ability to work a shift during standard hours of operation which are Monday-Friday from 8AM-11PM CST.
- Extended hours, weekend and/or holiday hours may be required on occasion.

#DOE #DOETeamLead #TriCare #HighlightedJobs0813LI #HighlightedJobs0813FB

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Hourly Base Pay Minimum for this Position

$

25.38

Hourly Base Pay Maximum for this Position

$

25.38