Client Liaison

1 week ago

Phoenix, Arizona, United States Triwest Healthcare Full time
Job Summary

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 provide critical support and information to internal Military Veteran Services (MVS) and external Military Treatment Facility (MTF) customers related to Enrollment topics.

Key Responsibilities
  • Provide expert TRICARE enrollment direction and advice to MTF commanders to maximize their TRICARE healthcare delivery to their enrolled population.
  • Assist with the maintenance of MTF Enrollment guidelines and provide timely responses to guideline updates.
  • Deliver troubleshooting support for Department of Defense (DoD) systems as it relates to TRICARE enrollment transactions or activities.
  • Utilize advanced research techniques for problem-solving enrollment issues, including Patient Information Transfer (PIT) errors, CHCS Panel issues, and MTF and civilian provider capacity issues.
  • Manage the timely completion of issues by tracking, reporting, and resolving, and maintain the accuracy and currency of logs for reporting purposes.
  • Process MTF provider panel moves via the DEERS PCM Online Research tool within contract compliance time frames.
  • Collaborate with MTF on preventative tactics to avoid capacity and enrollment issues within the MTF.
  • Analyze information received from the TRICARE Regional Office (TRO) and update the TriWest ZIP tool, as appropriate.
  • Review enrollment guideline update requests submitted by MTF staff, clarify intent with the MTF, and process documentation for the implementation of the guideline updates.
  • Coordinate civilian capacity increases with Provider Services and MTF provider capacity issues with MTF staff.
  • Research, problem-solve, and process more complex fee-related enrollments, status changes, reinstatements, refunds, fees, split-enrollments, and dis-enrollments.
  • Communicate with other TriWest staff to resolve complex issues.
  • Coordinate with Claims department to reprocess claims for reinstated beneficiaries.
  • Respond to incoming calls, emails, correspondence, and faxes, and provide timely resolutions to issues, informing stakeholders of Enrollment changes and following up as needed.
Requirements
  • 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.
Preferred Qualifications
  • 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.
Competencies
  • 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.
Working Conditions

Availability to cover any work shift. Works within a standard office environment, with minimal travel.

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