Description

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position. * Remove verbiage about DOD contract if not T5 position*

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!"

Job Summary

This position manages daily Contact Center operations and staff with a focus on delivering exemplary customer service in a call center environment. Contact Center staff respond to phone, chat, and email inquiries regarding all aspects of TriWest's contracted services with Department of Defense TRICARE beneficiaries, including information and assistance with program enrollment and eligibility, authorizations, provider appointments, and claims. The manager leads and supports Contact Center staff in providing professional, accurate, and timely customer service to internal customer's beneficiaries, and network providers. This position also manages staff issues, quality concerns, performance metrics, adherence to policies and procedures, on-line systems, and cross-functional communication with the goal of achieving Contact Center annual goals and objectives.

Education & Experience

Required:
• High School diploma or G.E.D. • U.S. Citizenship • Must be able to receive favorable Interim and adjudicated final Department of Defense (DoD) background investigation • 5+ years' experience in a call center environment • 3+ years supervisory, management, or equivalent leadership role

Preferred:
• Bachelor's degree or equivalent background • Military/Veteran health care • TRICARE experience

Key Responsibilities

• Manages daily Contact Center operations and staff to achieve desired operational outcomes • Manages Human Resources-related activities for the Contact Center, including interviewing to support recruiting, coaching, training, and developing supervisors and Contact Center staff • Partner with Contact Center management teams to include the Training department on driving training priorities, the competency of subordinates, and measures training outcomes while partnering to modify training as needed to improve performance • Work with Workforce Management Team to optimize staff resources to ensure timely service of TRICARE beneficiaries, providers, and internal customers • Alerts management and consults with Human Capital on performance and behavior issues. Assists employees in creating development plans and helping employees identify talents that expand TriWest's internal talent pool while enhancing employee engagement • Leads supervisors and team leads on key initiatives. Monitors Contact Center performance outcomes, identifies opportunities for process improvement, and resolves issues negatively impacting performance

• Takes active steps to expand knowledge of Contact Center best practices, TRICARE updates, and government action and uses that knowledge to enhance the support of employees to achieve the objectives of Contact Center Operations • Works effectively with cross-functional teams by developing and maintaining effective working relationships with other departments and other Contact Center locations Provides leadership to resolving sensitive issues with TRICARE beneficiaries and providers; collaborates with Congressional and Customer Relations and explains grievance and appeal options. • Collaborates with TriWest's Military & Veteran Service operations and the Department of Defense's MTF operations to ensure the DOD's objective of ensuring a "Ready Force" • Provides clear communication to staff on internal changes, company events, performance expectations, departmental goals, and corporate activities • Performs other duties as assigned • Regular and reliable attendance is required

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required

Creativity / Innovation: Ability to develop unique and novel solutions to problems; View change as necessary

High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow

Leadership: Successfully manage different styles of employees; Provide clear direction and effective

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Ability to achieve a Meets Expectations rating or higher on monthly production bonus scorecard

Working Conditions

Working Conditions:
• Availability to work non-regular hours as required • Onsite: Works within a standard office environment • Remote: Private and secure work space and work station with high speed internet is required. • Extensive computer work with prolonged sitting

Company Overview

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve®!

Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

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:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $97,000 - $102,000 per year.

Equal Employment Opportunity

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 supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and 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.