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Client Liaison
2 months ago
We are seeking a highly skilled and detail-oriented Client Liaison to join our team at TriWest Healthcare Alliance. As a Client Liaison, you will play a critical role in providing exceptional support and information to internal Military Veteran Services (MVS) and external Military Treatment Facility (MTF) customers related to Enrollment topics.
Key Responsibilities- Provides expert TRICARE enrollment direction and advice to MTF commanders to maximize their TRICARE healthcare delivery to their enrolled population.
- Assists with the maintenance of MTF Enrollment guidelines and provides timely responses to guideline updates.
- Delivers troubleshooting support for Department of Defense (DoD) systems as it relates to TRICARE enrollment transactions or activities.
- Manages the timely completion of issues by tracking, reporting, and resolving.
- Processes MTF provider panel moves via the DEERS PCM Online Research tool within contract compliance time frames.
- Collaborates with MTF on preventative tactics to avoid capacity and enrollment issues within the MTF.
- Analyzes information received from the TRICARE Regional Office (TRO) and updates the TriWest ZIP tool, as appropriate.
- Reviews enrollment guideline update requests submitted by MTF staff, clarifies intent with the MTF, and processes documentation for the implementation of the guideline updates.
- Coordinates civilian capacity increases with Provider Services and MTF provider capacity issues with MTF staff.
- Researches, problem solves, and processes more complex fee-related enrollments, status changes, reinstatements, refunds, fees, split-enrollments, and dis-enrollments.
- Communicates with other TriWest staff to resolve complex issues.
- Coordinates with Claims department to reprocess claims for reinstated beneficiaries.
- Responds to incoming calls, emails, correspondence, and faxes and provides timely resolutions to issues.
- High School diploma or G.E.D.
- U.S. Citizenship.
- Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation.
- TRICARE enrollment experience.
- Proven experience in providing excellent and professional customer service.
- Intermediate level of Microsoft Word, Excel, and PowerPoint.
- Associates degree or equivalent.
- 4 years' experience in an administrative or medical office experience.
- 2+ years recent TRICARE enrollment experience.
- Prior experience as a team lead or subject matter expert.
- Coaching / Training / Mentoring: Actively fosters actions required for desired business outcomes through ongoing constructive feedback.
- Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapts to different styles; listens critically; collaborates.
- 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.
- Information Management: Ability to manage large amounts of complex information easily, communicates clearly, and draws sound conclusions.
- Multi-Tasking / Time Management: Prioritizes and manages actions to meet changing deadlines and requirements within a high volume, high stress environment.
- 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: Influences the actions and opinions of others in a positive direction and build group commitment.
- Technical Skills: Thorough knowledge of TRICARE program, policies and procedures; proficient with Defense Enrollment Eligibility Reporting System; knowledge of Enrollment-related software applications.
Availability to cover any work shift. Works within a standard office environment, with minimal travel.
