Operations

TRICARE Support Consultant (On-Site)

Columbia, South Carolina
Work Type: Full Time
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TRICARE Support Consultant (On-Site)

Job Description                                                                                 

TDB Communications LLC is seeking Operational TRICARE Support Consultants to join our Columbia, South Carolina team. As an operations support consultant, you will provide assistance in an empathetic and efficient manner for our beneficiaries, end users, and clients follow the program guidelines. Maintain TDB’s highest standards of customer service and excellence and ensure optimal quality case coordination and service delivery. TRICARE Support Consultants (TSC) will not only address the current issue but also anticipate future needs, fostering a consultative relationship. Staff can move up through the TSC levels with experience, from Tier 1 to Tier 3 (Universal).
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers. Using a patient-centric approach, the team will assist callers to navigate and answer the TRICARE program benefit questions, update the beneficiary demographics in the government system, perform enrollments into the TRICARE program, 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.

Start Date: Mid-September 2024


Location: Columbia, South Carolina (on-site)


Hours of Operations/Schedule – The TSC will align to an operations schedule that best fits the business, employees and projects’ needs.

  • Candidates Must be flexible with all schedules.

                  **Please note that all schedules are subject to change due to business needs.


Pay and Benefits:

Base rate:

$17.20-18.75 HRLY – Monolingual

$17.20-20.63 HRLY – Bilingual

Medical, Dental, and Vision benefits available

401(k) available with company match

Paid holidays

PTO (Paid Time Off)

 


Essential Duties and Responsibilities 

  • Ensure incoming communications are answered promptly, appropriately, and courteously
  • Demonstrate a “can do” and professional attitude when servicing beneficiaries and clients with the objective of exceeding expectations with the customer service provided
  • Provide callers with informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits.
  • Retrieve, research, and analyze data from multiple databases to answer client concerns.
  • Deescalate 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 and do so in a timely manner
  • Ability to multi-task and have multiple screens/programs opened at the same time
  • Meet performance requirements and maintain knowledge of project policies and procedures
  • Actively participate in and support departmental and organizational quality initiatives and goals
  • Work in a systematic, methodical, and orderly way to maintain quality work and high productivity 
  • 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
  • Complete any other reasonable duties as requested by the manager
  • Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules


Experience 

  • Minimum of 1+ years of contact center experience, preferably in healthcare related environment
  • 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 program
  • Experience of healthcare terms
  • Experience working remotely as part of a team including using Microsoft  
  • Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools


Skills:

  • Ability to speak Spanish, highly desirable
  • Excellent written and oral communication skills
  • 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 multi-tasking


Education: 

  • Bachelor’s Degree or equivalent government or private-sector work experience; Minimum High School Diploma
  • Proficient with computer including Microsoft Office Suite, internet and multi-tasking between multiple screens and programs
  • Ability to pass a skills assessment


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 9AM-MIDNIGHT EST. Extended hours, weekend and/or holiday hours may be required on occasion. 

 

 
 

 

About TDB 
  • TDB Communications, Inc. is an 8(a) minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.
  • Since 1999, we have deployed thousands of employees for 70 agencies in 30+ states. We have proven our ability to serve the government with the highest levels of quality and productivity.
  • Reasonable Accommodation
  • If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement
TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

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