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

Are you passionate about delivering exceptional customer service and making a difference in the lives of others? 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 TRICARE Support Consultant team, you will play a vital role in providing empathetic and efficient support to beneficiaries, family members, military personnel, and medical providers. You will be responsible for answering program benefit questions, updating beneficiary demographics, performing enrollments, and resolving complex or escalated concerns. Your exceptional communication skills, attention to detail, and ability to work in a fast-paced environment will make you an invaluable asset to our team. **About blithequark** blithequark is a leading provider of business services to governments, helping them operate health and human services programs. Our company is committed to delivering exceptional customer service and making a positive impact on the lives of others. We are proud to be an Affirmative Action/Equal Opportunity Employer, dedicated to creating a diverse and inclusive workforce. **Job Summary** We are seeking an experienced Customer Service Representative to join our TRICARE Support Consultant team. As a key member of our team, you will provide exceptional customer service to beneficiaries, family members, military personnel, and medical providers. You will be responsible for answering program benefit questions, updating beneficiary demographics, performing enrollments, and resolving complex or escalated concerns. Your exceptional communication skills, attention to detail, and ability to work in a fast-paced environment will make you an invaluable asset to our team. **Key Responsibilities** * Provide exceptional customer service to beneficiaries, family members, military personnel, and medical providers via multiple channels (telephone, email, web chat, or written letters) * Answer program benefit questions, update beneficiary demographics, perform enrollments, and resolve complex or escalated concerns * Use computerized systems for tracking, information gathering, and troubleshooting * Provide feedback on call trends, processes, procedures, and training * Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff * Ensure incoming communications are answered promptly, appropriately, and courteously * Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients * Provide 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 * De-escalate 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 * 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 **Requirements** * High school diploma or equivalent with 6 months of customer service experience * Must be able to speak and read English clearly, professionally, and fluently * Ability to obtain US Security Clearance * Must be a US Citizen * 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 * Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools * 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 multitasking **Preferred Qualifications** * Bachelor's Degree or equivalent government or private-sector work experience * Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs * Ability to pass a skills assessment **Work Environment** * Remote work arrangement, with a HIPAA-compliant workspace, private and secure, 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 **Compensation and Benefits** * Hourly base pay minimum: $18.75 * Hourly base pay maximum: $18.75 * Pay transparency: blithequark will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor * An applicant's salary history will not be used in determining compensation * Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an Affirmative Action/Equal Opportunity Employer, dedicated to creating a diverse and inclusive workforce. We are committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabled status. **Active Military Service Members and Veterans** We recognize the unique skills and experiences that active military service members, their spouses, and veteran candidates bring to our workforce. We are proud to be a veteran-friendly organization and offer a range of career opportunities for those who have served our country. **Apply Now** To apply for this exciting opportunity, please visit our website at [insert website URL]. We look forward to hearing from you! Apply for this job