Beneficiary Education & Service Rep (San Antonio)

Profile

This is a hybrid role based in San Antonio, TX. Candidates must be able to commute to the office.

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

Serves as a member of a TriWest Military and Veteran Service team focused on supporting Department of Defense (DoD) Network/Military Treatment Facility (MTF) Directors and staff, contracted network providers, and beneficiaries within a specified geographic area. This position is focused on providing in-depth TRICARE briefings and information sessions in a variety of in-person and virtual public forums, and operational support for the TRICARE marketing and education program. The incumbent will maintain liaison with beneficiary level support groups within the assigned geographic area to identify, schedule, and deliver contractually required and requested presentations for TRICARE information briefings and support. The incumbent will also maintain liaison with medical points of contact at National Guard and Reserve organizations within the geographic area to coordinate and deliver TRICARE informational briefings.

The incumbent may also be required to travel in support of a mobile Service Assistance Team (SAT) to serve as a resource and provide TRICARE program information and beneficiary service functions to disaster areas or others deemed necessary. The content of TRICARE information and briefings delivered will be accomplished in coordination with the TriWest Communications department and in compliance with corporate policies. The incumbent will report to the Regional Vice President.

Education & Experience

Required:

• H.S. diploma or G.E.D.
• U.S. Citizen
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• Public speaking and presentation experience with teaching and/or delivering presentations
• At least two years of professional work experience in a customer service environment
• Proficient with Microsoft Office suite applications
  
  

Preferred

• Bachelor’s degree in Communications, Public Relations, Education, or related fields
• Customer service or related experience in healthcare plans or health insurance programs
• Knowledge of the Military Health System (MHS) and the TRICARE Program
• General knowledge of the U.S. military services and culture
  
  

Key Responsibilities

• Delivers in-person and virtual TRICARE briefings with follow-on question & answer sessions to various audience groups that include active duty military personnel and/or family members, military retirees and/or families, National Guard/Reserve component members and/or family members, dual eligible beneficiaries, and Ombudsmen and other military family support groups.
• Works in close collaboration with the TriWest Communications department regarding the content of standardized TriWest TRICARE presentations and in compliance with TriWest policies regarding communications and presentations.
• Reviews and provides feedback to the TriWest Communications department regarding draft BSER TRICARE presentations and planned communications within the Military & Veteran Service geographic area.
• Represents TriWest and participates in workshops where Beneficiary Counseling and Assistance Coordinators (BCACs) and/or Debt Collection Assistance Officers (DCAOs) will be present in significant numbers.
• Attends MTF Director and staff monthly meetings, as required, to support the Military & Veteran Service Regional Director and/or VP.
• Actively collaborates with MTF leadership and Installation representatives to plan and coordinate the delivery of TRICARE and enrollment briefings for Installation in-processing activities, Transition Assistance Management Program (TAMP), other beneficiary support group activities, and to ensure a clear understanding of the scheduling, delivery support requirements, and timing of those presentations.
• Serves as an active member of the regional support team and assists the regional VP and Regional Director with TRICARE educational and service projects as required.
• Drafts, for the regional VP, a written annual plan of beneficiary outreach and TRICARE educational activities for each Network/MTF service area.
• Prepares and submits routine activity reports for the TriWest Communications department and the regional VP of briefings provided, any issues raised by attendees, and any observations made in accordance with TriWest communications policy.
• Travels, as a team member of a Mobile Service Assist Team, to serve as a resource and provide TRICARE Program information and customer service functions to disaster areas or other areas deemed necessary.
• Performs other duties as assigned.
• Regular and reliable attendance is required.
  
  

Competencies

Communication / People Skills: Ability to initiate and engage others in open discussions, present briefings and program information to a wide variety of audiences and actively listen to and respond to questions clearly in a positive, understandable manner.

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

Information Management: Ability to manage and research large amounts of TRICARE program information and references and draw sound, realistic conclusions; demonstrates critical thinking and ability to focus on things that matter most to achieving operations plans and schedules without direction.

Multi-Tasking / Time Management: Self-motivated to prioritize and manage personal activities to meet operational plans and deadlines.

Problem Solving / Analysis: Ability to understand the TRICARE program and research related program manuals and other references to respond to beneficiary questions/issues; research and analyze targeted audiences and relevant education materials and training resources in planning presentations and briefings.

Technical Skills: The ability to work independently in a fast paced environment; strong communication skills and a proven ability as a speaker who can “think on their feet” and respond to a wide variety of questions; self-motivated able to work in a team or independently.

Working Conditions

Working Conditions

• Favorable working conditions and atmosphere in a climate-controlled office space or remote working location
• Must be able to periodically travel, within the regional area, with overnight stays
• Must be able to lift a minimum of 20 pounds (presentation equipment and marketing/informational materials)
• Must be able to work under time-sensitive deadlines and occasional stressful conditions
  
  

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.

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
  
  

*Appropriate annual base salary for $66,197 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.