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

Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you have a strong desire to work in a dynamic and supportive environment where you can grow and develop your skills? If so, we encourage you to apply for the Experienced Customer Service Representative – TRICARE Program Support position at blithequark. As a key member of our team, you will play a vital role in supporting the TRICARE program, which provides virtual customer service to beneficiaries, family members, military personnel, and medical providers. Your primary responsibility will be to assist callers in navigating and answering TRICARE program benefit questions, updating beneficiary demographics in the government system, performing enrollments into the TRICARE program, changing primary care providers for beneficiaries and/or family members, assisting with claim questions, and addressing other calls related to the TRICARE program. **About blithequark** blithequark is a leading provider of business services to help governments operate health and human services programs. Our company is committed to delivering exceptional customer service and excellence in all aspects of our operations. We believe in fostering a consultative relationship with our clients and stakeholders, anticipating their needs, and providing innovative solutions to meet their evolving requirements. **Key Responsibilities** As an Experienced Customer Service Representative – TRICARE Program Support, you will be responsible for: * Providing customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters) * Using computerized systems for tracking, information gathering, and/or troubleshooting * Providing feedback when needed, providing input on call trends, processes, procedures, and training * Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff * Ensuring incoming communications are answered promptly, appropriately, and courteously * Demonstrating a "can do" and professional attitude when servicing beneficiaries and clients with the objective of exceeding expectations with the customer service provided * Providing callers with informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits * Retrieving, researching, and analyzing data from multiple databases to answer client concerns * De-escalating and managing complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager * Accurately performing all data entry functions to reflect and document client activity/transactions and doing so in a timely manner * Meeting performance requirements and maintaining knowledge of project policies and procedures * Actively participating in and supporting departmental and organizational quality initiatives and goals * Working in a systematic, methodical, and orderly way to maintain quality work and high productivity * Maintaining effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment * Making recommendations for changes to current policies or the need for new policies to your supervisor in the spirit of process improvements * Completing any other reasonable duties as requested by the manager * Complying with HIPAA (Health Insurance Portability and Accountability) privacy rules **Requirements** To be successful in this role, you will need to possess the following qualifications and skills: * High school diploma or equivalent with 6 months of customer service experience * Ability to obtain US Security Clearance * Must be a US Citizen * Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs * Ability to speak and read English clearly, professionally, and fluently * Strong interpersonal skills with the ability to build relationships * Proactive, self-starter with the ability to work well in a team environment * Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking * Ability to speak Spanish, highly desirable * Excellent written and oral communication skills * Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools * 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 * Experience with military health programs * Experience of healthcare terms **Remote Work Requirements** To work from home, you will need to meet the following requirements: * HIPAA-compliant workspace – private and secure workspace away from others, noise, and distractions * Reliable high-speed internet – Ethernet/hard-wired connection (no WiFi 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) **Compensation and Benefits** As an Experienced Customer Service Representative – TRICARE Program Support at blithequark, you can expect a competitive hourly base pay rate of $18.75, with opportunities for growth and advancement. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. **Why Join blithequark?** At blithequark, we value our employees and offer a range of benefits and opportunities to support your career growth and well-being. Some of the reasons why you should join our team include: * Competitive compensation and benefits package * Opportunities for growth and advancement * Collaborative and supportive work environment * Recognition and rewards for outstanding performance * Comprehensive training and development programs * Flexible work arrangements, including remote work options * Commitment to diversity, equity, and inclusion **How to Apply** If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for the Experienced Customer Service Representative – TRICARE Program Support position at blithequark. Please submit your application, including your resume and cover letter, through our website at [insert link]. We look forward to hearing from you! Apply for this job