Description & Requirements
This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers. Using a patient-centric approach, the team will assist callers to navigate and answer the TRICARE program benefit questions, update the beneficiary demographics in the government system, perform enrollments into the TRICARE program, change the Primary Care provider for the beneficiary and/or family and assist with claim questions.
*To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance
(including credit).
Learn and execute the training for the TRICARE program staff. Ensure staff maintain competency and deliver superior customer service in support of the platform. Provide technical expertise and training on all alternate digital platforms needed to perform their job.
Essential Duties and Responsibilities:
- Support the design, development, and distribution of training programs and materials.
- Conduct, plan, and coordinate training to a variety of audiences.
- Coordinate logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations.
- Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data.
- Maintain records of training activities, participant progress, and program effectiveness.
- Provide production floor support and answer questions.
- Identify performance issues, provide corrective action, and suggest termination for staff not
meeting performance criteria in the training class
- Supervise and report on progress of trainees and during training period and nesting
- Provide follow-up coaching about job performance and quality assurance to new employees
after training, as needed
- Show success in a training or classroom setting sensitively dealing with various learning
styles
- Conduct Supervisor and Leadership classes for managers, supervisors, and support personnel
and ensure all have knowledge of any operational changes
- Take calls and act as roaming Supervisor during All-Hands situations
- Required to work hours outside of normal business hours when needed, to meet training or
program needs
- Remain current with program requirements
- Follows SOPs (Standard Operating Procedures) for the training component of the program
- Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
Skills:
- Strong interpersonal skills with the ability to build relationships at all levels
- Proactive, self-starter and the ability to work well in a team environment with enthusiasm about
training and employee development
- Detail-oriented with good organizational skills and capable of effectively prioritizing and
multi-tasking
- Advanced written and oral communication skills with excellent presentation and public
speaking skills.
- Advanced reading and comprehension abilities
- Advanced analytical and creative thinking skills
Education:
Bachelor's degree in education or a related field required, or equivalent combination of education, and/or 3+ years of leadership and/or training experience working in a contact center in lieu of degree
Remote Work Requirements
- HIPPA compliant workspace
- Private and Secure workspace away from others, noise and distractions
- Reliable high-speed internet-Ethernet/hard wired Connection (no Wi-Fi or Hotspots)
- Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required
(you can test this by going to
Minimum Requirements:
- Ability to obtain US Security Clearance
- Must be a US Citizen
- Must reside and work in the contiguous US
- Flexibility of work schedule to meet the team's training needs, including working holidays when
required
- Standard hours of operation are Monday-Friday from 8AM-11PM CST
- 5 to 7 years' experience in customer service, performance evaluation, and process
improvement
Minimum Requirements
- High School diploma or equivalent required; Bachelor's degree preferred.
- 3 years of leadership and/or training experience required.
- May have additional training or education in area of specialization.
EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides 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.
Pay Transparency
For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
Minimum Salary
$
32.45
Maximum Salary
$
33.96
RemoteAbout the Company:
Maximus
MAXIMUS provides business services to help governments operate health and human services programs, mostly at the state and national levels. The company's health services segment offers outsourced program management and administrative services,
Company Size:
5,000 to 9,999 employees
Industry:
Healthcare Services
Founded:
0
Website:
