COMPANY OVERVIEW
TriWest Healthcare Alliance, headquartered in Phoenix, Arizona, manages and administers quality healthcare services for our nation's active and retired uniformed military service members and their families, through a contract with the Department of Defense.

These individuals are eligible for the DoD's regionally managed health care program for the military, called TRICARE. TriWest manages and administers TRICARE throughout the 21-state TRICARE West Region.

In addition to supporting military families through the TRICARE program, TriWest has developed relationships with organizations such as the USO, Fisher House, the Women in Military Service for America Memorial Foundation and other military relief and support associations to strengthen America's military community locally and nationally.

TriWest provides state-of-the-art facilities, a smoke/tobacco-free, drug-free, business casual working environment, and offers a competitive compensation package including excellent benefits.

For more information about TriWest, please explore our website at www.triwest.com.

DOD STATEMENT
You are applying for a position that involves working on electronic systems that have access to Department of Defense ('DoD') systems. Therefore, you must undergo a DoD background investigation. This requires you to submit an application describing the previous 7 years of your life and to provide proof of U.S. citizenship in the form of a certified birth certificate, certificate of naturalization, current passport, form FS-240 or form DS-1350. This process takes several months to complete. During this time, the DoD will grant interim access to U.S. citizens allowing them to work for TriWest until their background investigation is completed. However, the DoD will not authorize interim access for non-U.S. citizens. If you are unable to obtain interim access or pass the background investigation, you are not qualified for this position and TriWest will withdraw any offer of employment or terminate your employment immediately.

JOB SUMMARY/DESCRIPTION
Job Summary:

Responds to telephone and web-mail inquiries from beneficiaries and providers regarding all aspects of the TRICARE program. This is a beginning level Customer Service Representative working under the direct supervision of the Customer Service Representative Supervisor. Employees are promoted to CSR I after completing the initial requirements of the Basic Skills Set course.

Key Responsibility Areas:

o Responds to telephone and web-mail inquiries from beneficiaries and providers regarding all aspects of the TRICARE program. Information and assistance includes enrollment, eligibility, benefits, referrals, authorizations, claims/collections, and the location and use of network and certified providers
o Documents all communications involving beneficiary and provider contacts
o Coordinates complete resolution of service issues by interfacing with other departments, including Enrollment, Claims, Health Care Services
o Learn required measures to protect the privacy of health information of TriWest beneficiaries when using or disclosing Protected Health Information (PHI). PHI is any information about health status, health care services, or payments for health care that are linked to an individual
o Develops knowledge of various software applications in use at TriWest, including procedures and processes of the TRICARE program
o Develop an understanding of the grievances and appeals process available to dissatisfied beneficiaries and providers
o Performs other duties as assigned, in compliance with TRICARE policies and contractual requirements

Working Conditions:

o Ability to cover any work shift 6:00 a.m. - 6:00 p.m. M-F , with no travel
o Works within a standard office environment
o Extensive computer work with prolonged sitting and wearing of headset for 7.5 hours