Senior TRICARE Support Executive

International SOS•San Antonio, TX

30d

About The Position

The Senior TSE position is responsible for the accurate BSC Payment Processing & Reconciliation in coordination with external sub-contractors. This shift-based role involves handling BSC Payment/Finance calls and performing finance reconciliation including payment reconciliation, cash applications, and issue resolution. The position requires strong Excel proficiency, previous Enrollments experience, and the ability to maintain quality standards while adhering to company policies and procedures. 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. This is a shift-based role with fixed schedules (based on business needs)

Requirements

Excel Proficiency: Strong knowledge and expertise in Excel, including creating spreadsheets, applying formulas, adding pivot tables, and analyzing data. This role requires someone highly comfortable with Excel.
Personal Attributes: Mature, bright, personable, open-minded, and proactive.
Creativity: Ability to develop new processes independently without needing encouragement.
Quality and Quantity Standards: Maintain specific standards consistently.
Communication: Ability to provide clear and concise written updates in English.
Technical Skills: Proficient in web browsing and Microsoft Office (Outlook, Word, and basic Excel).
Data Analysis: Skilled in using Excel for sorting, filtering, and analyzing data and reports.
Professionalism: Maintain a professional environment through individual dress, workspace, and personal demeanor.
Planning and Organization: Capable of planning and preparing for future events, formulating clear and structured action plans, prioritizing tasks effectively, and setting realistic expectations.
Interpersonal Skills: Use appropriate interpersonal styles to inspire, guide, and work with others, adapt style and approach, motivate action in others, and facilitate change.
Customer Service Experience: In-person or phone-based customer service experience, or equivalent military experience.
Enrollment Experience: Prior experience in enrollment is essential.
Excel Proficiency: Strong knowledge and proficiency in Excel, including creating spreadsheets, applying formulas, adding pivot tables, and analyzing data. This role is Excel-intensive and requires someone highly comfortable with the program.
Security Clearance: 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 the clearance process.
Typing Skills: Proficient in typing.
Computer Applications: Proficient in basic computer applications (Microsoft Suite, web browsing).
Preferably educated to high school level or equivalent.
English: Proficient in oral and written English.
Shift-Based Role: This is a shift-based role with fixed schedules based on business needs.

Nice To Haves

Finance Reconciliation: A proven history in finance reconciliation is preferred.
Spanish: Ability to speak, read, and write in Spanish is preferred.
Bilingual: Proficiency in any other language is preferred.

Responsibilities

Handle BSC Payment/Finance calls, including payment completion, research, and resolution, ensuring quality standards.
Perform finance reconciliation and related non-phone tasks.
Reconcile internal payment logs with financial system reports.
Timely processing of check, wire, ACH, and credit card payments.
Complete tasks such as Auto Pay, Disenrollment, Unapplied Payments, Not Paid, Rejected, Suspended, No Match, Declines, Chargebacks, Returns, Batch, Allotment Deductions, Payment Transfers, and reconciliation within a team environment. Chargent project initiative will continue to evolve these report processes.
Collaborate with supervisors and contractors to resolve cash application issues, including refunds for overpayments or duplicate payments.
Create internal correspondence summary reports.
Assist in complex and escalated enrolment cases.
Maintain specific standards consistently.
Follow company policies and procedures at all times.
Mentor new staff during their training program upon request.
Comply with established service recovery protocols.
Attend and participate in staff meetings and educational offerings.
Perform any other reasonable duties as requested by team leader and manager