Customer Service Rep - 2nd Shift position - 11:25am - 8:00pm CS

About the position We are seeking a talented Customer Service Rep to join our team! The successful candidate will play a critical role in providing call center telephone support, as well as responses to written inquiries submitted by, military members, retirees, and dependents eligible for both TRICARE and Medicare benefits. In addition, this role is responsible for assisting with claims and billing inquiries from hospitals and clinics. Inquiries can include questions about claims, benefits, and eligibility. Success is accomplished by navigating multiple systems to research and resolve complex inquiries with a clear, accurate, and easy to understand response. Additional Information Start Date: 6/2/25 Starting Pay: $19.00/hour plus a 2 nd Shift differential of $.75/hour.($19.75) Training: First 8 weeks from 8:25am-5:00pm CST Monday-Friday. Scheduled Shift - 2 nd Shift : 11:25am-8:00pm CST (once training is completed). Work Location We are open to remote work in the following approved states: Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin A Day in the Life of a Customer Service Rep Specialist: Serving as the first point of contact for members and medical providers, answering inquiries regarding benefits, eligibility, claims, billing, and healthcare services. Respond to an average of 80 or more inbound phone calls and written inquiries per day from retired military beneficiaries and medical providers. Receive calls and written inquiries from retired military beneficiaries regarding their claim questions and status. Process correspondence by reviewing detailed information across multiple systems to accurately resolve complex TRICARE related inquiries while delivering clear, thorough, and easy to understand responses. You will use our various systems to find the, sometimes-complex, information and be expected to patiently explain it in a way that is easy-to-understand. Quickly and efficiently respond to billing agents in hospitals and clinics regarding claim payment statuses, billing inquiries, and correcting billing errors as needed. Maintain a high level of accuracy in handling confidential information and records. Provide exceptional customer service to ensure a positive experience for each caller. How do I know this opportunity is right for me? If you: Have strong communication and interpersonal skills, including the ability to effectively explain complex information. Have exceptional customer service skills and the ability to handle difficult situations with empathy and patience. Can ensure adherence to regulatory guidelines (i.e., HIPAA, CMS) when providing information and service to members and providers. Can multitask, prioritize, and manage time effectively in a fast-paced environment. Can maintain a high level of accuracy and attention to detail. Have proficient computer skills and willingness to learn new systems and processes. What will I gain from this role? We offer a dynamic and challenging work environment, competitive salary and benefits package, and opportunities for growth and advancement. Don't miss this chance to make a positive impact on the lives of retired military beneficiaries and join our team as a Customer Service Rep Specialist!

Responsibilities

• Serving as the first point of contact for members and medical providers, answering inquiries regarding benefits, eligibility, claims, billing, and healthcare services.
• Respond to an average of 80 or more inbound phone calls and written inquiries per day from retired military beneficiaries and medical providers.
• Receive calls and written inquiries from retired military beneficiaries regarding their claim questions and status.
• Process correspondence by reviewing detailed information across multiple systems to accurately resolve complex TRICARE related inquiries while delivering clear, thorough, and easy to understand responses.
• Quickly and efficiently respond to billing agents in hospitals and clinics regarding claim payment statuses, billing inquiries, and correcting billing errors as needed.
• Maintain a high level of accuracy in handling confidential information and records.
• Provide exceptional customer service to ensure a positive experience for each caller.

Requirements

• U.S. Citizenship is required for this position due to Department of Defense restrictions.
• High School Diploma or GED or equivalent experience.
• 1 or more years of customer service experience working in a fast paced, high volume call center environment.
• Strong verbal and written communication skills with the ability to effectively explain complex information.
• Proficiency in Microsoft Office Suite and customer service software.
• Demonstrated customer service skills and the ability to handle difficult situations with empathy and patience.
• Solid ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Ability to maintain a high level of accuracy and attention to detail.

Nice-to-haves

• 2 or more years of experience in a fast paced, high volume call center environment.
• 1 or more years of customer service experience working with health insurance and/or medical claims.
• Ability to learn medical and insurance terminology.
• 1 or more years of experience with navigating dual monitor screens and utilizing multiple programs at once.
• Strong skillsets in multi-tasking, research, and problem-solving.
• Wired (ethernet cable) internet connection from your router to your computer
• High speed cable or fiber internet
• Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at https://speedtest.net )

Benefits

• Remote work options available
• Performance bonus and/or merit increase opportunities
• 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary (100% vested immediately)
• Competitive paid time off
• Health insurance, dental insurance, and telehealth services start DAY 1
• Professional and Leadership Development Programs

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