At arenaflex, we're dedicated to providing exceptional support to our clients, and we're seeking a highly skilled and compassionate TRICARE Claims Customer Support Representative to join our team. As a key member of our Global Healthcare Support Team, you'll be the first point of contact for our clients, providing a full range of operational support to those seeking access to the TRICARE Overseas Program (TOP). If you're passionate about delivering outstanding customer service, have a strong background in healthcare or insurance, and are fluent in English, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading provider of global healthcare support services, dedicated to delivering exceptional care to our clients around the world. Our team of experts is committed to providing personalized support, empowering our clients to make informed decisions about their healthcare. We're proud to be an equal opportunity employer, and we're passionate about creating a diverse and inclusive work environment that fosters growth, learning, and success.
**Job Summary**
As a TRICARE Claims Customer Support Representative, you'll be responsible for providing exceptional customer service to our clients, resolving claims issues, and promoting electronic claims submission and payment solutions. You'll work closely with our Intl.SOS teams, government points of contact, and other stakeholders to ensure timely and accurate resolution of claims queries. If you're a motivated and empathetic individual with a strong background in healthcare or insurance, we encourage you to apply for this exciting opportunity.
**Key Responsibilities**
* Assist beneficiaries and providers with claims enquiries and help resolve problem cases, either "one and one" or by referral to dedicated In Country and/or regional claim resources.
* Resolve claims issues on behalf of providers and beneficiaries, working with Intl.SOS teams and WPS to ensure timely and accurate resolution.
* Answer all incoming calls promptly using the prescribed protocols and ensuring complete resolution.
* Make outbound calls to follow up with beneficiaries and providers on claims queries, when appropriate.
* Work with Intl.SOS teams and designated government points of contact to ensure TRICARE claims processes and benefits rules are understood and communicated accurately to beneficiaries.
* Actively promote electronic claims submission and payment solutions and other self-servicing products.
* Demonstrate a professional, positive, caring, and empathetic approach when assisting callers.
* Maintain confidentiality of all beneficiary information.
* Maintain specific quality and quantity standards.
* Adhere to company policies and procedures at all times.
* Assist with the training of new staff by mentoring them during their training program upon request.
* Comply within established service recovery protocol.
* Attend and participate in International SOS staff meetings and educational offerings.
* Carry out any other reasonable duties as requested by the manager.
**Schedule**
* Training will be for the first 6 weeks, Monday to Friday (8A-5P).
* After 6 weeks of training, the team will break out into their official schedule of 4x10 hour days a week.
* You may be scheduled any day of the week, Sunday to Saturday (days worked and days off may not be consecutive).
* All employees are required to work 1 weekend/month + 3 holidays per year (days worked and days off may not be consecutive).
**Work Environment and Culture**
* This position is fully office-based.
* Our team is passionate about delivering exceptional customer service and working collaboratively to achieve our goals.
* We're committed to creating a diverse and inclusive work environment that fosters growth, learning, and success.
* We offer a range of benefits, including competitive compensation, comprehensive health insurance, and opportunities for professional development.
**Essential Qualifications**
* Worked in a call center environment, with experience in call handling, transfers, inbound and outbound calls.
* Understand call and email etiquette.
* Worked in a health insurance, medical, or related business.
* Exposed to administrative work, such as claims processing and billing.
* Experience with SAP or Salesforce is a plus.
* Military background or military affiliation highly preferred.
* Experience with the Tricare program or as a Tricare member or family member highly preferred.
**Preferred Qualifications**
* Proficient at typing.
* Proficient at basic computer applications, including Microsoft Suite and web browsing.
* Preferably educated to high school level or equivalent.
* English language skills (oral and written).
* Ability to speak, read, and write in Spanish preferred.
* Bilingual in any other language is preferred.
**Career Growth Opportunities and Learning Benefits**
* arenaflex is committed to providing ongoing training and development opportunities to support your career growth and success.
* You'll have access to a range of training programs, including on-the-job training, classroom training, and online courses.
* We offer a range of benefits, including competitive compensation, comprehensive health insurance, and opportunities for professional development.
**Compensation, Perks, and Benefits**
* Competitive compensation package.
* Comprehensive health insurance.
* Opportunities for professional development and career growth.
* Access to a range of training programs.
* Collaborative and inclusive work environment.
* Flexible scheduling and work-life balance.
**How to Apply**
If you're a motivated and empathetic individual with a strong background in healthcare or insurance, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to our careers website at [arenaflex.com/careers](http://arenaflex.com/careers). We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.
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