Customer Service Representative

2 weeks ago


Lakenheath, Suffolk, United Kingdom Leidos Holding Full time
Job Summary

We are seeking a highly skilled Customer Service Representative to join our team in providing exceptional support to military families overseas. As a key member of our healthcare team, you will play a vital role in ensuring the well-being and satisfaction of our beneficiaries.

About the Role

This is a fantastic opportunity for a customer-focused individual to make a real difference in the lives of our customers. You will be responsible for providing education and enrollment services for the TRICARE Overseas Program under the Defense Health Agency. Your expertise will help ensure that our beneficiaries receive seamless support and care.

Main Responsibilities
  • Verify benefits eligibility and process enrollments, disenrollment, portability transfers, and more using various systems.
  • Register TRICARE beneficiaries in the MHS Genesis system.
  • Perform Primary Care Manager changes, following Military Treatment Facility guidelines.
  • Provide education on resources and benefits, enrollment/disenrollment information, and customer service to beneficiaries via phone and in person.
  • Collect, process, retrieve, and disseminate transfer information for active-duty and family member portability/disenrollment processes.
  • Conduct briefings for In Processing, Out Processing, Maternity, pre-separation/retirement, and other relevant events.
  • Provide basic claims assistance, including claim status information.
  • Collect and record health information into applicable systems.
  • Assess required assistance levels and refer or escalate as needed to address issues.
  • Report daily activities performed.
  • Comply with HIPAA regulations, Leidos training, and other relevant requirements.
  • Maintain confidentiality and handle Protected Health Information properly.
  • Provide remote support to Leidos BSRs at other sites.
  • Offer shadow support to new BSRs as needed.
  • Adhere to business casual dress code.

Requirements
  • A high school diploma or equivalent.
  • Must be SOFA/Command Sponsored as a dependent of an Active-Duty Service Member, DoD employee, or US Contractor supporting the DoD.
  • Must be a US Citizen.
  • Be eligible for and maintain ADP IT/III clearance access level.
  • Cumulative experience in U.S. military healthcare delivery systems or civilian managed care medical/administrative environments.
  • Experience in medical or clinical environments.
  • Experience with MHS Genesis or civilian healthcare computer systems and processing medical claims.
  • Customer service experience.

Desirable Skills
  • Fluency in English.
  • Prolific written and oral communication skills.
  • Effective presentation skills.
  • Computer literacy with Internet research experience.
  • Proficiency in Microsoft Office 2010 or later applications (Word, Excel, PowerPoint, Outlook).
  • Tactful communication with people on the phone and in person.
  • Ability to work independently under minimal supervision.
  • Excellent organizational skills and time management.
  • Detail-oriented.
  • Multi-tasking ability.
  • Knowledge of TRICARE Overseas programs, DEERS, DOES, and MHS Genesis.

Compensation
The estimated annual salary for this position is between $45,000 to $65,000 based on location and experience.

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