Field Support Specialist

2 weeks ago


San Antonio, Texas, United States Triwest Healthcare Full time
Job Summary

This position is responsible for providing support to military treatment facilities (MTFs) and their beneficiaries through the TRICARE program. The incumbent will work closely with MTF staff to resolve issues related to enrollment, referrals, and authorizations, as well as provide educational briefings on TRICARE health plans and policies.

Key Responsibilities
  • Develop and maintain a clear understanding of TriWest's contracted responsibilities and performance requirements related to support of MTFs and their beneficiaries.
  • Serve as the designated onsite/on call TriWest point of contact for MTF staff regarding any issues related to enrollment, referrals, and authorizations.
  • Utilize the TriWest customer relationship management system (CRM) to refer issues to the appropriate TriWest corporate division for follow-up and resolution.
  • Monitor issues referred to them for trends or opportunities to improve TriWest's services and identify root causes of frequently recurring matters referred to them.
  • Review and facilitate resolution of referral and authorization issues and trends, analyzing them for root causes and working with MTF staff to identify and implement corrective strategies.
  • Provide TRICARE information/education briefings for meetings with MTF staff, providers, medical staff, and beneficiary groups.
  • Perform on-site and virtual outreach activities for military installation community and beneficiary groups, providing educational briefings on matters such as transferring TRICARE enrollment, PCM selection, and other interest areas for new people to the community.
  • Document and record performance of educational briefings provided for input to contract performance reporting in accordance with MVS policy and procedures.
  • Work in partnership with MTF staff to identify and develop opportunities for greater MTF optimization in support of Defense Health Agency (DHA) Network goals.
Requirements
  • High School Diploma or General Education Diploma (GED).
  • US citizenship.
  • Ability to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation.
  • 2 or more years of experience in working with the TRICARE Program in customer service and administrative support to clinical operations and provider services or equivalent roles.
  • Demonstrated success working in a highly matrixed organizational environment.
Preferred Qualifications
  • Bachelor's Degree in a health-related studies (Health Administration, Health Policy, Public Health, Public Administration, or Communications).
  • Experience as a TRICARE Beneficiary Counseling and Assistance Coordinator (BCAC).
  • Experience working in MTF TRICARE business operations.


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