Beneficiary Education Specialist

ASM Research•Remote,

2d•Hybrid

About The Position

ASM is seeking a Beneficiary Education Specialist to join a dynamic, cross-functional team. In this role, the candidate will provide critical support to the TRICARE beneficiary community, which serves over 9.4 million beneficiaries by collaborating with customer service teams and healthcare providers, and delivering support to other key stakeholders, including direct support to beneficiaries. The Beneficiary Education Specialist will provide education, training, and ongoing support to a community of hundreds of customer service representatives and beneficiaries to facilitate the delivery of the TRICARE benefit. The candidate will work remotely and occasionally onsite in Falls Church, VA.

Requirements

Bachelor’s degree required
5–8 years of relevant work experience is required, including customer service and client management experience.
Proficiency in Microsoft Office tools (Excel, Word, PowerPoint) is required.
Ability to manage multiple projects in a fast-paced environment
Ability to communicate clearly and concisely with government clients
Ability to maintain strong attention to detail
Must be self-motivated, capable of working independently and in a team
Able to develop processes, track daily progress, and meet deadlines.
Strong IT background with an understanding of business operations and products
Good analytical and creative problem-solving skills
Good written and oral communication skills
Strong organization and time management skills
Ability to conduct research into systems issues and products as required
Ability to effectively prioritize and execute tasks in a high-pressure environment and work though workflow analysis
Deep understanding of business operations, processes, and industry best practices across various functional areas

Nice To Haves

Prior experience in military healthcare or a related field strongly preferred.
Experience with project management tools like Microsoft Lists, JIRA, or Power BI is preferred but not required.

Responsibilities

Oversee and manage internal government databases, including the Assistance Report Tool (ART) and the Patient Advocate Assistance Reporting Tool (PAART). Responsibilities include activating and reactivating user profiles, pulling data, and preparing comprehensive usage reports.
Provide support for quarterly ART and PAART development releases by conducting thorough database functionality testing before and after each release. This may occasionally require after-hours or weekend work (approximately five to ten days per year).
Pull data from ART and PAART to respond to client inquiries promptly and accurately.
Collaborate with developers to address system issues and bugs, ensuring clear communication and timely resolution. Development releases typically occur four times a year or as needed to address emerging issues.
Monitor and respond to user inquiries on two SharePoint customer service community forums, as well as manage a dedicated customer service inbox.
Review updates to TRICARE manuals; summarize and publish updates to the CSC community forum on SharePoint.
Provide comprehensive support for quarterly customer service meetings by managing all aspects, including developing agenda topics, coordinating with and following up with speakers, preparing presentation materials, and facilitating the meetings to ensure smooth execution.
Provide end-to-end coordination including sending forms to participants and pulling/analyzing feedback to identify key takeaways.
Update and manage approximately 300 customer service FAQs each year to ensure they are accurate and helpful to the customer service community.
Work with the analytics lead to gather and review data from the ART system. Help compile data and create reports on web search terms and FAQ search trends.
Work directly with beneficiaries to address individual health plan issues, coordinate with appropriate managed care support contractors to ensure complete resolution of issues. Keep case information updated in the ART database.
Build and maintain strong relationships with beneficiary counselors, patient advocates, subject matter experts (SMEs), and other government stakeholders.