Customer Service Executive- Global First Call Desk

International SOS•San Antonio, TX

1d•$20•Onsite

About The Position

The TRICARE Customer Service Executive (CSE) would be the first point of contact for the client, providing a full range of operational support to those seeking access to the TRICARE Overseas Program (TOP). Responding to inbound calls or contact from our beneficiaries based around the world, either current or former members of the US military and their families, who want to access medical services.

Requirements

Worked in a call center environment. – Call handling, transfers, inbound and outbound
Understand call and email etiquette.
Worked in a health insurance, medical or any related business.
Exposed to administrative work like claims processing, enrollments, billing etc.
Must be able to work a shift-based position with fixed schedules
This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.
Proficient at typing
Proficient at basic computer applications (MS Suite, Web browsing)
Preferably educated to High School level or equivalent
English language skills (oral and written)
Ability to speak, read and write in Spanish

Nice To Haves

Experience with SAP or Salesforce is a plus
Or equivalent military experience
College Graduate Preferred
Bilingual in any other language is preferred

Responsibilities

Answering telephone calls and inquiries from US military personnel and their families to facilitate healthcare access.
Redirecting calls to appropriate teams to resolve callers' needs.
Using Salesforce CRM to manage and record cases, allocate tasks, send authorization letters, and follow up on actions.
Escalating cases as needed and providing timely updates to stakeholders.
Demonstrating professionalism, positivity, and empathy when assisting callers.
Helping customers with healthcare inquiries, enrollment, and claims requests.
Ensuring medical service requests comply with TRICARE policy.
Coordinating treatment authorizations by liaising with global third-party providers (e.g., hospitals and clinics).
Booking and modifying medical appointments for clients.
Following up with customers when necessary.
Logging customer feedback for quality improvement and handling service recovery.
Researching relevant information for customers using available resources.
Strictly adhering to HIPAA policies.
Consistently embodying company values and promoting International SOS policies and procedures.
Completing annual mandatory training as directed.
Submitting weekly timesheets through the government timekeeping system.
Performing other reasonable duties as assigned by the manager.
Meeting and maintaining performance standards.