Experienced Customer Service Representative – TRICARE Program Support (Remote Position)

Introduction to blithequark

At blithequark, we are dedicated to providing exceptional customer service experiences for our clients and their beneficiaries. As a leader in the healthcare services industry, we strive to make a positive impact on the lives of those we serve. Our team is passionate about delivering high-quality support and navigating complex issues with empathy and professionalism. If you are a motivated and compassionate individual looking to join a dynamic team, we encourage you to explore this exciting opportunity.

About the TRICARE Program

The TRICARE program is a vital service that provides healthcare benefits to military personnel, retirees, and their families. As a Customer Service Representative supporting this program, you will play a critical role in ensuring that beneficiaries receive the assistance they need to navigate the system and access the care they deserve. Our team is committed to delivering patient-centric support, and we are seeking talented individuals who share our passion for excellence and customer satisfaction.

Job Summary

We are seeking an experienced Customer Service Representative to join our team in supporting the TRICARE program. As a remote position, you will have the opportunity to work from the comfort of your own home while still being an integral part of our dynamic team. In this role, you will provide virtual customer service to beneficiaries, family members, military personnel, and medical providers, addressing their questions and concerns in a professional and empathetic manner. If you have a strong background in customer service, excellent communication skills, and a passion for helping others, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Provide customer service for basic and routine inquiries and problems via multiple channels, including telephone, emails, web chats, or written letters
• Use computerized systems for tracking, information gathering, and/or troubleshooting to resolve customer issues efficiently
• Provide feedback and input on call trends, processes, procedures, and training to continuously improve our services
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff as needed
• Ensure incoming communications are answered promptly, appropriately, and courteously, demonstrating a "can-do" and professional attitude
• Retrieve, research, and analyze data from multiple databases to answer client concerns and provide informed and objective responses
• De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
• Accurately perform all data entry functions to reflect and document client activity/transactions in a timely manner
• Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
• Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements

Essential Qualifications

• High school diploma or GED required; Bachelor's Degree or equivalent government or private-sector work experience preferred
• Minimum of 1+ years of contact center experience, preferably in a healthcare-related environment
• Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment
• Experience with healthcare insurance plans and billing, as well as military health programs, is highly desirable
• Ability to obtain US Security Clearance and meet the ADPII Tier 1 government clearance requirements
• Must be a US Citizen and able to speak and read English clearly, professionally, and fluently
• Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs
• Ability to pass a skills assessment and meet performance requirements

Preferred Qualifications

• Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
• Ability to speak Spanish, highly desirable
• Excellent written and oral communication skills, with strong interpersonal skills and the ability to build relationships
• Proactive, self-starter with the ability to work well in a team environment and prioritize tasks effectively
• Detail-oriented with good organizational skills and capable of effectively multitasking

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have the opportunity to advance your career through our TSC levels, from Tier 1 to Tier 3 (Universal). You will also have access to comprehensive training programs, mentorship, and coaching to help you succeed in your role and achieve your career goals.

Work Environment and Company Culture

Our team at blithequark is passionate about delivering exceptional customer service and making a positive impact on the lives of those we serve. We foster a collaborative and inclusive work environment that values diversity, equity, and inclusion. As a remote employee, you will be an integral part of our team and will have the opportunity to interact with colleagues from diverse backgrounds and perspectives.

Compensation, Perks, and Benefits

We offer a competitive hourly rate, with a minimum of $18.75 per hour. You will also have access to a range of benefits, including comprehensive health insurance, retirement savings plans, and paid time off. As a remote employee, you will also enjoy the flexibility and convenience of working from home, with the opportunity to create a comfortable and productive workspace that meets your needs.

Conclusion

If you are a motivated and compassionate individual looking to join a dynamic team and make a positive impact on the lives of others, we encourage you to apply for this exciting opportunity. As a Customer Service Representative supporting the TRICARE program, you will have the chance to work with a talented team of professionals who share your passion for excellence and customer satisfaction. Don't miss out on this opportunity to advance your career and make a difference in the lives of those we serve. Apply now to join our team at blithequark!