Manager, Enrollment Customer Service at TriWest Healthcare Alliance in Phoenix, Arizona

Job Description:

We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, *WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

Directs the Enrollment contact center operations and staff dealing with the Enrollment and Premium billing and accounting of beneficiary fees, ensuring compliance with TriWest and TRICARE policies standards. Coordinates Enrollment initiatives in collaboration with Defense Health Agency (DHA), TriWest's Enrollment Department, TriWest's subcontract partner, and Defense Enrollment Eligibility Reporting System on integration matters as needed. Manages support staff and keeps in compliance with staffing budget.

Education & Experience

Required:

• Bachelor's degree in Business, Communications or related field or equivalent
• U.S. Citizen
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• 5 years' experience in healthcare claims processing, premium billing, or software applications in enrollment or healthcare system
• 3+ years supervisory / leadership experience

Preferred:

• TRICARE knowledge; including knowledge of enrollment processes and systems such as DEERS and Beneficiary Web Enrollment

Key Responsibilities

• Directs contact center enrollment operations and staff to achieve departmental goals. Develops and implements process improvements to enhance contact standards, practices, and procedures. Ensures that Enrollment processing and billing contact center operations are consistent with defined procedures and comply with TRICARE and government requirements.
• Supervises, coaches, trains, and develops staff. Coordinates work schedules. Ensures that staff is fully informed of TRICARE fundamentals and contractual changes. Develops annual employee performance reviews and developmental plans.
• Sponsors, manages and participates on special projects with cross-functional work groups including senior leadership from TriWest, TriWest's subcontract partner, Defense Health Agency (DHA) and other applicable TRICARE departments
• Collaborates and coordinates system changes in operational processes, including new technologies. Maintains project plans and testing documentation for all Enrollment customer service-related applications, including TriWest, government and subcontractor systems.
• Participates in Enrollment meetings as necessary.
• Ensures timely and effective resolution of fee concerns. Personally, handles or oversees resolution of difficult Enrollment and fee issues.

• Oversees customer service efforts to resolve complex enrollment issues with other TriWest departments and external entities, including TriWest's subcontract partners, TRICARE Service Centers, TRICARE Customer Assistance Centers, TriWest Enrollment Department, Congressional and Customer Relations, Health Care Services, Contract Management, Claims, and Provider Services
• Ensures complete and prompt resolution to any issues requiring Enrollment customer service intervention. Collaborates with others to execute resolution, including TriWest departments leaders and DHA/TRICARE representatives.
• Develops and tracks metrics to measure effectiveness and efficiency of Enrollment contact operations for process improvement
• Monitors Enrollment Fees & Administration outcomes, including fees, billing and accounting, documentation, and beneficiary fees inquiries
• Ensures department desk procedures are up-to-date and accurate.
• Participates in projects, cross-functional teams, cross-functional meeting, and conferences as required.
• Updates Contact Center Director on personnel issues, system issues or process issues that impact workload
• Works overtime as needed.
• Regular and reliable attendance is required.

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Creativity / Innovation: Ability to develop unique and novel solutions to problems; view change as necessary.

Information Management: Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.

Leadership: Successfully manage different styles of employees; provide clear direction and effective coaching.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills: Thorough knowledge of performance measurement tools and process improvement techniques; knowledge of information systems used for Enrollment and Premium billing or accounting; working knowledge of TRICARE program; ability to analyze, apply, interpret and communicate policy, procedures and regulations; proficient in Microsoft Project, Word, Excel, PowerPoint, Access, and Visio; strong collaboration skills for cross-functional issues.

Working Conditions

Working Conditions:

• Works non-regular hours as necessary

Company Overview

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We're On a Mission to Serve®!

Our job is to make sure that America's heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we've proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

We're more than just a health care company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage


• Generous paid time off


• 401(k) Retirement Savings Plan (with matching)


• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance


• Tuition reimbursement


• Paid volunteer time


• *Annual base salary for Colorado, Hawaii, Washington D.C. and Washington State residents: $115,000 depending on experience*

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that cultivates and supports diversity at every organizational level, including hiring and retaining a diverse workforce, and we highly encourages candidates from all backgrounds to apply. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.